Get Support on Mobile

If you have a technical issue with SAP software and are unable to find a solution by searching the SAP support knowledge base, you can use the step-by-step guided Get Support application to report the problem (provided you have the necessary authorizations).

In the SAP for Me mobile app, the following channels are supported:

Case
A Case is a written record type. It identifies your question or issue and tracks the activities related to resolving it. More information(opens in new tab).
Expert Chat
Real-time support from an SAP Product Support expert. More information(opens in new tab).

Once submitted to SAP or your SAP partner, cases can be monitored until resolved in the Case List. To do this, find the Cases section on the Mobile App Overview page, select the Cases header. Find out more.

Depending on a case's status, you can update it with further information or attach additional files.

Procedure

Tap the Get Support button at the center of the bottom toolbar of the Overview page.

This takes you to the Contact SAP for Support page. From here you have options to Get Support, to report a case or to start an Expert Chat. You can also find the Customer Interaction Center(CIC) phone for non-technical assistance.

Basic Information

Tap Get Support to arrive at the Get Support page.

The following information is required to get support for your product issue:

[1] Customer
Select the customer that owns the affected system or software product from a list of your company's customer numbers or, if you are an SAP partner, the customers you support.
If you want to replace the selected customer by a different one, click Edit to return to the list.
If you are an SAP partner and you select a customer, you are asked to choose an S-user ID you want to act on behalf of.

[2] Short Description
Be as specific as possible. This information is consumed by artificial intelligence (AI) predictor services to assist you classify your issue, and recommend the best support channel to help you.
Note that the maximum length of text entered into this field is 120 characters.

[3] Language
Choose the language that you will write the Short Description and the Detailed Description in.

[4] System
It is important you select the correct system in order to make sure SAP Support can process your case as quickly as possible.
When you tap System, a separate page is opened. It contains two tabs so you can choose from your Recent & Favorite systems, or a list of All your systems. You can search within each of these lists.

[5] Product and [6] Product Function

The Product and Product Function information is used to categorize your issue, ultimately routing it to the right experts to help you the fastest. The information previously entered is considered by an AI predictor service to recommend the most appropriate product and product function for your issue.
If no product or product function is suggested by the AI service, tap the field to select them manually from a list.

[7] Priority
Choosing the right priority for your issue is important. Depending on the severity, SAP Support can prioritize the most critical issues first.

Best Action

Once you have entered all basic information, click Continue. You will be presented with at least one support channel to help you resolve your issue in the easiest way possible.

Select your preferred channel by tapping the respective button:

Create a Case
Read on below about the next steps
Expert Chat
Find more information in a separate help document.

Detailed Information

Detailed Description

Enter a full description of the error or problem. Be as accurate as possible as this will help the application provide the most suitable recommended solutions in real-time.

Symptom: What are the symptoms, what is not working?
Environment: Which environment is this issue happening in, for instance, which product version do you use?

Steps to Reproduce

Outline the steps to reproduce the issue clearly and concisely.

By ticking the permission check box, you grant the approval for SAP Support to reproduce the described issue for the non-production environments using the steps you provided in the case.

Tap Continue to enter the next step of the application.

Attachments

The Attachments section allows you to add file attachments to the case you are creating. These attachments help SAP Support better understand your issue and analyze the root cause.

To attach a file to the case, either tap Camera to take a photo, or Photos or Files to upload files that are already stored on your device. When doing this for the first time, you need to grant the Get Support app permission to access your camera, photos, or files.

Personal & Confidential Data

The Personal & Confidential Data flag for an attachment should be checked if the attached file contains personal or confidential data, which SAP has to manage accordingly in compliance with data protection guidelines.

A EU/CN Data Processing checkbox is visible if the system the case is being created for has the respective EUDP/CNDP flag set. Ticking this checkbox means that the attachment can only be accessed by SAP Support in the European Union (EU) and European Free Trade Association (EFTA), or in China (CN), respectively.

These checkboxes become enabled only if the Personal & Confidential Data checkbox has been ticked.

Notes

An attachment's file size must not exceed 100 MB.
It is not possible to attach any executable files, for example *.EXE, *.COM, *.VBS, to the case. You can find a full list of accepted file extensions in KBA 1277146(opens in new tab).
You can delete it by clicking the Delete icon . An attachment can only be removed if the case has not been sent to SAP. Once it has been viewed from either side (customer or SAP), it cannot be removed, because one party may have been referring to it in the case.
Only in exceptional situations — for example, if an attachment contains customer-sensitive data — can it be removed. To request this, create a case on component XX-SER-FORME and include the case number that contains the attachment to be removed, the attachment's file name and description, and the reason for your deletion request.

Contacts

Make sure the contact information is correct so SAP Support can reach out to you.

Reporter

The contact data of the reporter is displayed here (name, telephone number, mobile, e-mail). The sections are pre-filled. You cannot change the reporter of a case.

Primary Contact, Secondary Contact, System Opener

Tap on the Add Contact icon  to add these contacts. Once they have been added, tap their name to choose a different person, or tap the Remove icon  to remove the contact from the case.

You can only select contacts with valid S-user IDs, and their contact data will be retrieved from their profile. If contact data are incorrect, the contact needs to correct it in their user profile.

Create New Contact

Tap the Create New Contact button to add any new contact, not necessarily an S-user, to the case. The following information is required:

Name
You need to enter a contact name. Alternatively, click the  icon and select a contact from a list. Available information about the selected contact will then be automatically filled into the corresponding fields.
Role
You need to provide a valid role for the new contact. You cannot enter Primary Contact, Secondary Contact, or System Opener, nor a role that has already been entered before for another contact.
Email
This field is mandatory. Valid email addresses need to conform to the proper email format. You will be notified when the email address you have entered is an invalid email address.
Primary Phone
Providing a primary phone number is optional.
Secondary Phone
Providing a secondary phone number is optional.
Working Time Zone
A default work time zone will be selected based on your user profile. You can change the time zone by reselecting it from the Time Zone list.

Once you have entered information into all mandatory fields, you can create a new contact and add it to the case by tapping Save. If you want to discard your input, tap Cancel.

Tap a contact's name to edit their details, or tap the Remove icon  to remove the contact from the case.

Save Draft. Submit

Once you have provided all required information, the Submit button will be enabled. Once you tap it, your information will be sent to SAP or your SAP partner.

Note that the Send Incidents to SAP authorization is required.

If you do not have this authorization, you can still save the case as a draft. The Save Draft button will be shown instead of the Submit button. Alternatively, tap the Exit button  in the upper-left corner at any time during the process to leave the form and, when prompted and if wanted, save the case as a draft. Draft cases are listed in the Case List, and you can return and continue to edit them at a later time.

Enter the Case List.
Select the draft case you want to continue working on and navigate to the case details page.
The draft case's status is Not Sent to SAP.
All information you had previously entered is retrieved and displayed in the corresponding fields.
Tap Continue to edit to return to the Create a Case form.
Update or complement existing case details until it can be submitted.

If you encounter technical problems when creating a case, contact SAP Support.