Service Partner User Cockpit Card

The Service Partner User Cockpit card lets SAP partners accept a customer invitation to create support cases, simply by using their existing partner S-user IDs, on behalf of the customer. This card is related to the Manage Service Partner Users card.

Note:

On-behalf scenarios other than case management are not yet covered. In particular, the Customer Remote Logon Depot (formerly known as Secure Area) is not available to partner S-users. Therefore, if remote connectivity is requested by SAP, the partner has to ask the customer to provide the remote connection credentials.

Key References

Partner Guide: Service Partner User Management(opens in new tab)

If a customer has invited a partner S-user to create support cases on their behalf, the partner receives an email notification from notification-service@sap.com with the subject 'Service Partner Invitation' requesting to accept the invitation.

The invitation will expire after 30 days.
 

Procedure

  1. To accept the invitation, select the Users & Contacts dashboard → Partner Contacts tab → Service Partner User Cockpit card from the sidebar.
  2. The partner can then select the invitation they want to accept by selecting the row entry and clicking Confirm.
    Note:  With this acceptance the partner S-user authorizes SAP to share their contact details with the customer.
  3. Once the invitation has been accepted, the customer will grant special authorizations to the partner S-user allowing them to create cases for specific installations/ systems.
  4. In the case management applications, the partner can now create cases affecting the customer’s systems with their own S-user ID. During the case creation steps, the partner selects the customer whom the case will be created for in the Customer Number field. The attribute Serviced Customer indicates customers who have entitled the partner S-user to act on their behalf.