Service Requests Tab

On the Service Requests(opens in new tab) tab, you can request a new service for your cloud products and check the status of open requests. Service requests are intended for routine tasks 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 New, In Progress, Awaiting Info, Service Provided, Scheduled, Rescheduling Requirement, Review Required, Service Failed, Cancellation Request, or Closed Incomplete statuses.

To view service reqests:

  1. Select All Opens or My Opens to see the list of services requested by colleagues in your company or by you. 
  2. Filter the list of open service requests by: 

    Area
    Solution area of the cloud service you requested, e.g., 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 New, In Progress, Awaiting Info, Service Provided, Scheduled, Rescheduling Requirement, Review Required, Service Failed, Cancellation Request, or Closed Incomplete statuses. 

  3. Alternatively, enter a keyword in the search field and press Enter. 
  4. To sort the service request list by any attribute, select the corresponding column header. 
  5. To request a new service, select New. 
  6. For a history of closed and confirmed service requests, select Manage. 

Creating a New Service Request

To request a new service for your cloud products, select it from a pre-defined service request catalog. Examples of services include backing up data, updating software, or changing a system's time zone.

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

To request a new service:

  1. Select New.
  2. In the New Service Request dialog, select one of the following three solution areas you want to request a service for:
    • Private Cloud (e.g. Enterprise Cloud Services (ECS)).
    • Public Cloud (e.g. Customer Experience CX, Public Cloud ERP, Sales Performance Management SPM, Sovereign Cloud SovCloud, Success Factors SFSF, Supply Chain Management SCM).
    • Partner & Other Cloud Services (e.g. S/4HANA).
  3. Click Confirm.
    A new browser window opens the available Service Request Catalogs.
  4. Selecting Private Cloud or Partner & Other Cloud Services  opens the Private Cloud Workspace. To create a new service request, follow the documentation(opens in new tab) available via the Application Info. 
  5. Selecting Public Cloud opens the available Service Request Catalogs.
  6. Under Browse by Catalog, select a catalog, e.g., Customer Experience CX in order to see available services for that particular area.
  7. Under Browse by Categories, select a subcategory of that catalog, e.g. CX Commerce – General.
    The right-hand pane displays a list of available services (catalog items) and their descriptions.
  8. Selecting Private Cloud can also open the Service Request Management Page. The Service Catalog tile opens by default.
  9. To find the service you want to request, use Search Items, or select it from the list.
  10. Fill out the form according to instructions, and click Submit.

 

Managing Service Requests

Depending on your authorization you can edit or delete your Service Request via Mange Service Requests. The menu is similar to New Service Requests.