Cases

The Cases(opens in new tab) section provides an overview of your cases grouped by a variety of criteria and displayed as subsections.

Required Authorization

To manage cases, you need to have the required authorizations.

Procedure

From the sidebar, select Reporting → Cases tab.

The Cases section contains the following subsections:

Each subsection contains its own graphs and tables. Each graph and table can be removed and re-added using the Personalize Card in the card's Additional Options.

Notes:

  • Filters in this section are local, that is they do not affect data in other subsections.
  • In time-related filters, for instance Last 6 Months, the time represents the time the case was sent to SAP.

Partner Created Cases

In a cloud environment, most customers outsource services (e.g. projects or support-related services) to our partners. In such situations, a partner may liaise with SAP Support on behalf of their customers.

Customer Insights dashboard includes partner information in the data tables of Open, Closed and Sent Cases sections. As this information is not relevant to all customers, the partner information in tables has not been included in the default view and you must activate it by adding the relevant fields to the UI.
 

Reporter Type field – This field identifies whether the creator of the case is the customer or a partner, and if a partner, which partner model applies.

  • Customer – The case was created by an S-user ID belonging to the customer.
  • Partner – SPU – The case was created by a partner’s S-user ID that has been authorized, via the Service Partner User Management application, to create cases on behalf of the customer.
  • Partner – External – The case was created by a customer S-user ID, but the reporter’s email domain belongs to a partner.
  • Partner – VAR – The case was created under a VAR-delivered support model by a Value-Added Reseller (VAR) partner with Partner Center of Expertise (PCoE) certification, authorized to provide VAR-delivered support for SAP solutions (typically for on-premise landscapes).

Partner field – This field is populated if the Reporter Type is Partner – SPU, Partner – External, or Partner – VAR.

  • For Partner – SPU and Partner – VAR, the partner company name is shown.
  • For Partner – External, the reporter’s email domain is shown.

Using the Adapt Filter feature you can add the Reporter Type filter. By selecting partner-related values (Partner – SPU, Partner – External, or Partner – VAR) from the drop-down, all statistics charts and the table will adjust accordingly so you can analyse cases created by partner(s).

 

Procedure

  1. Click on the Customization wheel of the table.
  2. Add the Reporter Type from the list.
  3. Add the Partner field from the list.

 

Open Cases

The Open Cases(opens in new tab) sub-section shows how many cases are currently open and their priority. "Open" are all cases that are neither in status Confirmed nor Confirmed Automatically. The maximum age of created cases cannot be older than 24 months. Therefore, open cases older than 24 months are not considered.

Note that the numbers may be different from the ones shown in the SAP for Me case inbox because in the Reporting dashboard only cases sent to SAP are considered, while drafts are excluded.
 

Note:

Ariba cases originating outside of SAP for Me have been removed.

Charts and Tables

The Open Cases subsection contains the following charts and table that you can show or hide using Personalize in the dashboard header:

  • By Status – This graph shows the number of cases per status.
  • By Creation Date – This graph shows the number of cases created in a particular month.
  • Open Cases Detail – This table lists your open cases. If you select a segment in one of the graphs, this will also filter the data shown in the table.

    Procedure
    1. Select a case number to enter the case details page (provided you have the required authorizations).
    2. From the drop-down, select how many rows shall be shown on each page of the table.
    3. Click Settings to choose the table columns, specify sorting and grouping criteria, or filter.
    4. Click Export to export the table to a Microsoft Excel file on your local computer.

Closed Cases

The Closed Cases(opens in new tab) sub-section shows how many cases have been closed and additional attributes for these cases. "Closed" are all cases that are either in status Confirmed or Confirmed Automatically. Using the filters at the top of the subsection, you can specify when the cases were created: Select between the options Current Month, Last Month, Last 3 Months, Last 6 Months, Last 12 Months, and Last 24 Months. You can further narrow down the list of cases through the Priority and Component Code filters.
 

Note:

Priority refers to the priority of the case at the time when it was closed. In the Closed Cases Detail table you can add the case's initial priority (when it was sent) by selecting this field in the table settings.

Charts and Tables

The Closed Cases subsection contains the following charts and table that you can show or hide by using Personalize:

  • By Avg Processing Time – shows the average processing time at customer and at SAP, superimposed by a line that represents the corresponding closed cases per month.
  • By Confirmation Type – shows the number of closed cases per confirmation type.
  • By Component – shows the number of closed cases per component. Only the top 10 components are shown.
  • By Sub-Solution Area – shows the number of closed cases per sub-solution area.
  • By Error Category – shows the number of closed cases per error category 1.
  • By Error Category 2 – shows the number of closed cases per error category 2.
  • Case Reopenings – shows the total number of re-openings for the closed cases per month (not the number of re-opened cases)
  • Closed Cases Detail – this table lists your closed cases. If you select a segment in one of the graphs, this will also filter the data shown in the table (but not the other way round).

    Procedure
    1. Select a case number to enter the case details page (provided you have the required authorizations).
    2. From the drop-down, select how many rows shall be shown on each page of the table.
    3. Click Settings to choose the table columns, specify sorting and grouping criteria, or filter.
    4. Click Export to export the table to a Microsoft Excel file on your local computer.

Sent Cases

The Sent Cases(opens in new tab) sub-section shows how many cases have been sent to SAP and additional attributes for these cases. Using the filters at the top of the subsection, you can specify when the cases were created.

Select between the options Current Month, Last Month, Last 3 Months, Last 6 Months, Last 12 Months, and Last 24 Months. You can further narrow down the list of cases through the Priority and Component Code filters.

 

Note:

Priority refers to the current priority of the case, which can be different from the priority at the time it was sent. In the Cases Sent to SAP Detail table you can add the case's initial priority by selecting this field in the table settings.

Charts and Tables

The Sent Cases subsection contains the following charts and table that you can show or hide using the Personalize function:

  • By Priority – shows the number of cases grouped by priority.
  • By System Role – shows the number of cases for productive and non-productive systems.
  • By Component – shows the number of cases for the ten components that most of your cases were initially created under, plus their priorities. To see information about other components, check out the table view. By default, cases in the chart are grouped by Initial Component Code. You can go to Settings and change this to by (current) Component Code.
  • By Input Channel – shows how a case was reported to SAP:
    • SAP Support Portal (Portal) –  Customers can go to SAP for Me to report an issue by clicking Services & Support dashboard and then select Get Support (Cases) tile. 
    • API – Cases created via Ariba Connect have the Source Channel field automatically populated as API. 
    • Phone – Cases created after contacted by contacting SAP though phone. 
    • Expert Chat (Chat) – For specific product & product functions, customers have the option to chat with an expert when reporting the issue on SAP for Me Get Support application 
    • Email –  Under specific conditions, customers have the option to report an issue by sending emails to a predefined email address and a Case will be automatically created in ServiceNow based on the content in the email. 
    • ByD or C4C – Customers can create a Case via the embedded CoPilot Digital Assistant directly from the application that experience the issue. 
    • Built-In Support for ByD – Customers can create Cases directly from ByD System via the Built-in Support available under Help Center. 
    • Built-In Support for C4C – Customers can create Cases directly from C4C System via the Built-in Support available under User Menu 
    • Schedule an Expert (SaE) – Some SAP products offer the customers the possibility to request for a Schedule an Expert session on SAP for Me Get Support application. SaE is a 30-minute 1-on-1 live session with an SAP Support Engineer. 
    • SolMan – Partners or Customers can report an issue in their SAP Solution Manager using the ITSM/Service Desk tool to create an Incident which they can ‘Send to SAP’. 
    • Other – Any other, less common support case types are classified as Other (like phone or internal request, Digital Support Experience Platform (DSX), Ariba Connect.). 
  • Cases Sent to SAP Detail – this table lists cases sent to SAP. It is affected by the graphs: If you select a segment in one of the graphs, this will also filter the data shown in the table (but not the other way round).

    Procedure
    1. Select a case number to enter the case details page (provided you have the required authorizations).
    2. From the drop-down, select how many rows shall be shown on each page of the table.
    3. Click the Settings icon to enter the View Settings dialog where you can choose the table columns, specify sorting and grouping criteria, or filter.
    4. Click the Export icon to export the table to a Microsoft Excel file on your local computer.

Response Levels

The Response Levels(opens in new tab) sub-section provides technical details about all cases that are relevant for the response levels as outlined in your support agreement(opens in new tab).

You can view the details about cases sent to SAP with a focus on:

  • Initial Response Time
  • Action Plan Time
  • Ongoing Response Time (only applicable to cloud deployments)
     

Charts and Tables

The Response Levels subsection contains the following charts and table that you can show or hide by clicking Personalize.

  • Initial Response Time – shows how many cases have met or not met the initial response time per quarter.
  • Action Plan Time – shows how many cases have met or not met the action plan time per quarter.
  • Ongoing Response Time – shows how many cases have met or not met the ongoing response time per quarter..
  • Response Levels – combines all response levels and displays the fulfillment rate in % per month. The response level compliance is shown for initial response time, action plan time and ongoing response time. 
  • Response Time – shows the number of initial response time relevant cases and the total number of hits and misses for all relevant cases. A single case can have multiple hits or misses, as with each priority change, a new initial response time is calculated.
  • Action Plan Time – shows the number of action plan time relevant cases and the total number of hits and misses for all relevant cases. A single case can have multiple hits or misses, as with each priority change, a new action plan time is calculated. 
  • Ongoing Response Time – shows the number of ongoing response time relevant cases and the total number of hits and misses for all relevant cases. A single case can have multiple hits or misses, as with each answer to SAP, a new ongoing response time is calculated. 
  • Response Levels Detail – this table is affected by the graphs. If you select a segment in one of the graphs, this will also filter the data shown in the table (but not the other way round).

    Procedure
    1. Select a case number to enter the case details page (provided you have the required authorizations).
    2. From the drop-down, select how many rows shall be shown on each page of the table.
    3. Click Settings to choose the table columns, specify sorting and grouping criteria, or filter.
    4. Click Export to export the table to a Microsoft Excel file on your local computer.

Support Survey

Th Support Survey(opens in new tab) sub-section shows the feedback you provided to SAP Support about the processing of cases.
 

Charts

The Support Survey subsection contains the following charts that you can show or hide by clicking Personalize.

  • Survey Source and Feedback – shows on which channel the survey was provided and the percentage of survey feedback.
  • Customer Effort and Correct Solution – shows the average survey feedback for a specific question, measured from 0 (strongly disagree) to 5 (strongly agree).
  • Expertise and Professionalism – shows the average survey feedback for a specific question, measured from 0 (strongly disagree) to 5 (strongly agree).
  • Timely Solution and Updates – shows the average survey feedback for a specific question, measured from 0 (strongly disagree) to 5 (strongly agree).
  • Product Satisfaction – shows the average survey feedback for the survey question “How satisfied are you with the product for which you reported this issue”, measured from 0 (strongly disagree) to 5 (strongly agree).