Get Support Application

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(opens in new tab) application to report the problem (provided you have the necessary authorizations).

SAP hosts a variety of support channels to help you resolve your issue in the easiest way possible. All the below support channels are integrated into the application, using artificial intelligence (AI) algorithms to suggest the best channel to resolve your issue:

Once submitted to SAP or your SAP partner, cases can be monitored until resolved in the Case List of the Services & Support dashboard.

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

Go to the Get Support(opens in new tab) application in SAP for Me.
 

Process

Enter the Services & Support dashboard, then click the New Case on the Manage Cases card.

If you previously started to report an issue, but have not sent it to SAP, a list of drafts is shown on the right-hand side of the screen. Provided you have the required authorizations, you can also see drafts created by your colleagues by switching from My Drafts to Other Drafts.

 

  1. Select Information to see high-level information about the draft, for instance the priority of the issue and the affected system.
  2. Select Edit to continue working on the draft.
  3. Select Delete to delete the draft.

If you have authorizations to report issues on behalf of multiple customers, for instance if your company is an SAP partner or a Customer CoE (Customer Center of Expertise) customer, a list of customers will be shown. Select the one that owns the affected system.

Partners may also be asked to select an S-user ID that they work on behalf of.

You then enter the Get Support(opens in new tab) application's main interface.

 

Step 1 – What's Your Issue?

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

Customer

Select the customer that owns the affected system or software product from a list of all your company's customer numbers.

If you want to replace the selected customer by a different one, click Edit to return to the list.

 

Issue Description

Next, enter a short description of the product technical issue you are facing; be as specific as possible. This information is consumed by artificial intelligence (AI) predictor services to recommend the most appropriate product and product function to classify your issue, and the best support channel to help you.

Note that the maximum length of text entered into this field is 120 characters.

 

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.

 

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 click on the System field, the System List pop-up is opened. It contains three tabs so you can choose from your Recently Used systems, your Favorite systems, or a list of All your systems. You can search within each of these lists.

To help you locate the correct system, the All systems tab offers searching as well as extensive filter options by

  • Favorite
    If you choose Yes, only systems will be shown that you have marked as a favorite.
  • System Role
    For instance production or test system
  • Leading Product
    The drop-down filter lets you narrow down the list to systems that have the selected product version installed.
  • Data Center Region
    For cloud products
  • Data Processing
    Systems can be flagged as EU data protection-relevant (EUDP). Any remote technical access to such a system will then be restricted to SAP entities and subcontractors located in the European Economic Area and Switzerland only. A similar concept applies to China (CNDP).

    Note: You can enable SAP Support engineers outside these regions to process a case, for instance in an emergency, by turning off the access restriction in the Data Protection Restrictions card in the Connectivity section(opens in new tab) of the Systems & Provisioning dashboard.

Using the icons above the list, you can sort the results.

As well as being able to filter on favorite systems, you can mark or unmark a system as favorite. It will then also be listed under the Favorite tab for fast access.

Once you have selected the affected system, more information is shown that depends on the system type:

  • For on-premise systems, your case will usually be resolved quicker if the SAP Support engineer can access your system remotely. In order to do so, logon details are required, and the network connection needs to be opened for a physical remote connection. Therefore, the status and maintenance options for System Access Data and System Connection are presented.

    Under System Access Data, the link Click to maintain opens the Customer Remote Logon Depot where system logon details can be stored. To help speed up resolution of your problem ensure, where appropriate, this data is maintained correctly, and a System Opener Contact is provided: Under Credentials, click Add, and under Contact, scroll through the list of S-users in your company or use the search to identify the correct person. When you click an entry in the list, the name and contact details for the respective person will be entered into the form.

    Also see KBA 2633442 - How to open remote connections for SAP(opens in new tab).
  • If you have selected a cloud system, there is a check for any planned and unplanned downtimes that might affect the selected cloud system/tenant. Should an outage be detected, you are offered a one-click subscription: You will receive all relevant updates about that particular outage, instead of creating a case for the same purpose.

    Regular updates about the outage and its resolution will be sent via email until the outage has been resolved. Afterwards, the subscription ends automatically.

Language

Choose the language that you will write the Short Description and the Detailed Description in. Supported are

  • English
  • German
  • Japanese
  • Chinese

While the interface of the Get Support application is shown in your preferred language(opens in new tab) (if supported), the default language to enter text is English.

Your description of the technical issue helps the Recommended Solutions feature to propose solutions using AI-based technologies, so the more information you provide the better the suggested solution will be. The Generated Solutions are not only specific to your issue but also summarize the recommendations in a more consumable way.

Should you not find the right solution, information about the used language helps SAP Support engineers to fully understand your issue, which speeds up processing the case.

 

Dates

Providing date and time range information for when your issue occurred can accelerate the analysis of integrated services like the Support Log Assistant and improve the accuracy of recommended solutions.

 

Once you have entered all required information in Step 1, click Continue.

Step 2 – Product & Business Impact

The Product and Business Impact 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.

Note: If your issue is not related to a specific product but, for instance, a project that you previously used an application component XX-PROJ* for, select Customer Project-Based Solutions in the Product field. This allows you to skip the selection of a product function and lets you directly add the Component information.

Sometimes SAP is already aware of an issue affecting the product function of the selected system. A pop-up Critical issue detected will inform you accordingly. The status of the resolution is summarized in a KBA that you can subscribe to. You will then receive regular e-mail notifications about updates of the KBA and therefore of the issue itself. In these cases, it is usually not required to report a problem.

The regression indicator can be used when reporting a regression issue that occurred after a recent upgrade. When you select the regression indicator, it inserts an "[R]" at the beginning of your case subject. This helps our support teams quickly identify and prioritize these cases, thereby minimizing the risk of business disruptions and ensuring operational continuity for you. Please note that the regression indicator is only available for selected products.

 

Business Impact

Choosing the right business impact for your issue is important. The provided business impact ensures a more accurate and responsive support experience. 

If you select Moderately Affected, Seriously Affected, or Critically Affected, a further set of questions is presented to ensure all required information is collected to handle the issue as soon as it reaches SAP. You are also asked to explain the business-critical impact in more detail.

 

Once you have entered all Product and Business information, click Continue.

Step 3 – Best Action

You will be presented with at least one support channel to help you resolve your issue in the easiest way possible.

Depending on the type of product issue you are facing one support channel might be more favorable than others to resolve it: Modern technologies using artificial intelligence and previous case solution rates will determine which Best Action support channel is recommended. It is listed at the top of the page, followed by Alternative Channels that you can select from.

Note: The number of alternative options varies depending on a variety of criteria like chosen product, availability of a chat partner, priority of the issue and others. 

Select your preferred channel by clicking the respective button:

  • Create a Case
  • Expert Chat
  • Open an SAP Community Question
  • Schedule an Expert Session

Step 4 – Issue Details

Depending on the Product and Product Function specified in a previous step, the Support Assistant will ask you a series of questions to help categorize your issue type. It will then ask you category-specific technical questions to further narrow down the issue type. This provides SAP with more details helps speed up the resolution time.

As you answer questions and supply more and more details, the Support Assistant will continually suggest Recommended Solutions that may help you identify a solution right away. Clicking this content will open a new browser tab and will be recorded, so SAP knows what resources you have already reviewed.

 

Click Continue to enter the next step of the application.

Step 5 – Attachments & Contacts

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 drag and drop it into the highlighted area of the form, or click the Choose File button and select the file on your local computer.

Click Continue to add to upload further files.

 

Suggested Files

In some cases, depending on the product and product function (see KBA 2805235(opens in new tab)), a list of Suggested Files — for instance configuration or log files — is shown in the form. The list reflects which files SAP Support often requires to investigate an issue fully.

Click the Info icon beside each suggested file to get a pop-up dialog that gives you details such as:

  • SAP Knowledge Base Articles that instruct you on how to find this files type;
  • Examples of the filename syntax and the default directory in which the file can be found.

Of course, in addition to suggested files, you can upload any file that you deem useful.

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.

EUDP/CNDP Data Processing: 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.

The EU/CN data processing checkbox becomes enabled only if the Personal & Confidential Data checkbox is ticked.

Notes:

  • An attachment's file size must not exceed 250 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.
    If you need to attach a file that is not supported, you can do so through a supported archive format such as ZIP, TAR or SAR.
  • When a file has been uploaded, you can add a description by clicking the Description icon .
  • 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-SAPSMP-LAUNCH and include the case number that contains the attachment to be removed, the attachment file name/description, and the reason for your deletion request.

Analyzing Files

If the files you have uploaded can be analyzed automatically, the system performs a scan within your browser to look for solutions based on the contents of the files you have attached. This is especially useful when you have added log, trace or configuration files.

When the analysis is completed, you will see any resulting alert messages in the File Analysis dialog. The alert title and description will give you an idea of the type of issue that was detected.

Each alert will have one or more solution hyperlinks.

  1. For example, Open KBA will open the proposed solution in a new browser tab.
  2. Click Add Report to return to the case form and to save the results of this scan to the Attachments section of the form. An analysis report (in Adobe PDF format) summarizing the results is automatically attached to your case to help expedite the resolution with SAP Support. The file can also be saved to your local machine so you can review it later.

Note: The feature is also available as a stand-alone tool, the Support Log Assistant(opens in new tab).

Step 5 – 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.
    If you have specified an e-mail address in your user profile, you will be automatically notified by e-mail when the status of your case has changed or SAP has shared an update with you.
    Click Edit to enter or change contact details, or to specify working time and time zone preferences.
  • Primary Contact, Secondary Contact, System Opener
    To enter details, click Search. The Select a Contact dialog is shown. Scroll through the list of S-users in your company or use the search to identify the correct person. When you click an entry in the list, the name and contact details for the respective person will be entered into the form.
  • Additional Contacts
    Click Add New Contact in the bottom left hand corner to add further contacts who will be notified of any changes to the case. The Add New Contact dialog opens and lets you enter the name and contact options. Select Submit to save.
     
Adding Distribution Lists

Using the Add New Contact feature, you can add distribution lists or persons without an S-user ID as watchers to your case. Once added, these contacts will be notified of any changes to the case. However, to access the case, an S-user ID and certain authorizations are still required.

Step 6 – Submit

In the last step, you will be presented with content that may help you resolve the issue without submitting a case. Note that using the process step indicator on the left you can return to previous sections.

Component

The Component field is used SAP-internally to categorize your case and route it to the most suitable team of experts. The processing time can be shortened significantly if the correct component is selected.

Based on the entered information, the field is pre-filled with the best matching component for routing of your issue to the right SAP Support team. Should you wish to choose a different component, select Edit.

Note: This may reset your entered information and move you back to the Basic Information section to reselect the required information.

 

Priority

Based on the information provided, the system is recommending the most suitable priority. You remain in full control and can always adjust the priority before submitting to reflect the urgency of your issue. Depending on the severity, SAP Support can prioritize the most critical issues first. Further details can be found in SAP Note 67739.

Note:

For Very High Cases:

  • A suitably skilled English-speaking contact person (Primary Contact) who is available 24 hours a day, 7 days a week needs to be specified as a Very High case is handled as emergency situation.
  • It is required to enter the Case in English to help SAP find an expert as fast as possible.
     

Top Suggested Content

All the information you have outlined to describe your issue is used to check for potential solutions. An AI-based case-solution matching algorithm suggests best matching solutions in real-time to resolve your issue without having to further create a case.

 

Alternative Support Channels

If you decide to switch to another support channel and not continue with a written case, you are provided with a list of Alternative Support Channels. The entered information is carried over to that channel to ensure you can continue with efficiency.

 

Submit Case

Click the Submit Case button to send the case to SAP or your SAP partner. Note that the Send Cases to SAP authorization is required.

If you do not have this authorization, you can still save the case as a draft. Alternatively, click the Exit button in the upper-right corner at any time during the process to leave the form and, when prompted and if wanted, save the case as a draft.

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