Managing Cases

The Case List is your central access point to manage reports of technical issues for your whole company and, if you are an SAP partner, for your end customers. It lists cases and drafts sent to SAP or a partner.

How to report a technical issue using the Get Support application

Editing a Case

Click a case in the list to display or, if you have the required authorization, edit it.

[1] Header
In addition to the title (Short Description in the Get Support application), the header provides administrative information: For instance the case ID, its priority, and the component the case is categorized under.

  • Choose Reply to enter and send a response to SAP or your partner. A text area opens in the Send Reply overlay. It can be resized and moved to let you navigate within the case while composing your reply. If you close the overlay (by clicking Cancel or moving to a different case section), previously entered content is not lost when you choose Reply again.
  • Choose Close Case to indicate that no further action is required, for instance if SAP proposed a solution that resolves the issue. Closing the case will change the status to Confirmed, and it cannot be reopened. 
  • Choose Favorite to mark the case for quick access
  • Choose Export Case to download the case to your computer.

[2] Discussion
Shows the most recent communication and allows you to send more information to SAP. Click Reply, enter your details and click Send.

[3] Details
Provides information about Business Impact and Business Impact Statements. 
Edit – adjusts the priority and the business impact of your issue. The priority and business impact can also be changed via the priority label in the header section of your case.
Connection Information – Lists information pertaining the affected system. For on-premise systems, the status of the remote connection is shown. 
Maintain Connection – open a remote connection, which gives SAP Support remote access to the system. 
Maintain Details – enter the Customer Remote Logon Depot where system logon details can be stored.

[4] Attachments

Shows attachments that have been added to the case and provides access to the Support Log Assistant for log file analysis functionality.

[5] Solutions
Potential solutions provided by the SAP support engineer and the Incident Solution Matching AI-tool that recommended solutions during the case creation.

[6] Contacts
Lists the current contact details for the case, which can be edited if required.

[7] Action Plan
Documents all planned activities within a defined timeframe to move the case toward resolution.

[8] Appointments
Shows upcoming Schedule an Expert or Schedule a Manager sessions with an SAP support engineer, and allows you to schedule such sessions.

[9] Activity Log
Shows a complete log with all activities for the case including timestamps.

Automatic Machine Translation

To help remove language barriers, SAP offers automatic machine translation feature for the conversation under Case Discussion.

  1. Click Translate to enter a list of target languages. Supported languages are Brazilian Portuguese, English, French, German, Japanese, Korean, Russian, Simplified Chinese, and Spanish.
  2. Select a target language to trigger automatic machine translation.

Note: The source language is automatically detected for Brazilian Portuguese, English, French, German, Japanese, Russian, Simplified Chinese, and Spanish.
Automatic source language detection is not yet offered for Italian and Korean. Choose Select a Source Language to manually select the original language.

Speeding up a Case

After logging a case, you can contact your local Support Customer Interaction Center in order to:

  • get additional information (e.g. about the status of the case);
  • speed up the case;
  • change the priority of an case;
  • escalate the case. You will be asked to describe the business impact.

SAP Note 1281633 - Speed Up Processing of a Case(opens in new tab) outlines additional information required for the evaluation of the issue reported in the case from a business perspective.

Closing a Case

Cases can be closed by clicking the Close Case button on either the case display page or the case list information page.

Cases that have remained unchanged in the status Customer Action or SAP Proposed Solution for 21 days are automatically closed by the system.

Support Experience Surveys

Surveys are your direct feedback channel to SAP Support, who use this information to ensure we are continually meeting your expectations and improve and refine your support experience as much as possible.

You might encounter one or all of the following surveys while creating or managing cases in SAP for Me

  • Exit Survey
    is presented on exiting the Get Support application to understand why you have forfeited the case creation process and what self-service options might have best supported that decision.
  • Post-Case Submission Survey
    is presented after submitting a case to understand the level of effort and identify areas for improvement or best practices.
  • Support Interaction Survey
    is presented after confirming an case. This is a valuable survey to understand satisfaction with the SAP support experience. In the situation you were not satisfied, there is an option to be contacted by SAP for follow-up, equally if any positive feedback will be recorded which allows SAP Support to create best practices.