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 a solution area for your service for, e.g., Human Capital Management, and click Confirm.
  3. In the Service Request Management tool click Service Catalog.
  4. Under Catalogs, select a catalog, e.g., Customer Experience CX.
  5. Under Categories, select a cloud service category, e.g., CX Commerce - General. The right-hand pane displays a list of available catalog items and their descriptions.
    Note:  To view more category options, select Expand.
  6. To find the service you want to request, use Search, or select it from the list.
  7. Fill out the form according to instructions, and click Submit.