Service Requests Tab

On the Service Requests(opens in new tab) tab, you can request a new service for your cloud product and check the status of open requests. Service requests are intended for routine tasks that are unrelated to unexpected service delays or disruptions.
 

Procedure

From the sidebar, select Services & Support → Service Requests tab.

Required Authorization

Contact an administrator in your company to request

Display Service Request or

Create Service Request or

Create Billable Service Request

Viewing Service Requests

The Service Requests card shows the list of all service requests that are in status New, In Progress, or Awaiting Info.

  1. Select All Requests or My Requests to see a list of services requested by colleagues in your company or by you.
  2. Use the filter bar above the table to narrow the list of open service requests down to those that you are most interested in. Filter criteria are:
    • Area:
      Solution area of the cloud service that you requested a service for, for instance ECS - Enterprise Cloud Services.
    • Status:
      During its lifecycle, a service request passes through different statuses. Status changes are the result of actions taken by you or SAP. Open service requests can have the status New, In Progress, or Awaiting Info.
  3. Alternatively, use the search: Enter a keyword and hit Enter on your keyboard.
  4. You can sort the list of service requests by any attribute by clicking the icon in the column header.
  5. To request a new service, select the New Service Request button.
  6. To see a history of closed and confirmed service requests, select the View Closed button.

Creating a New Service Request

You can request a new service for your cloud products by selecting it from a pre-defined service request catalog. Services include, but are not limited to, backing up data, updating software, or changing a system's time zone.

Note: Do not create a service request for service degradation or performance issues. For these situations, check the Availability section(opens in new tab) of the Systems & Provisioning dashboard to find out if the issue has already been reported. If not, report a technical issue using the Get Support application.

To request a new service proceed as follows:

  1. Select the New Service Request button.
  2. In the New Service Request dialog, select the solution area that you want to request a service for, for instance Sales Performance Management (SPM), and click Confirm. A new browser window will open.
  3. In the Service Request Management tool click the Service Catalog tile.
  4. Under Catalogs, choose a catalog from the drop down menu, for instance Customer Experience CX.
  5. Under Categories, select the category of the cloud service, for instance CX Commerce - General. On the right, a list of available catalog items and their descriptions will be shown.
    Note that in order to see more options you may have to expand a category by clicking the Expand icon .
  6. Use the search field to locate the service you wish to request, or select it from the list.
  7. Fill out the form according to the instructions, and then select Submit.