A well-documented incident better facilitates its processing and reduces back and forth interactions. To help in the preparation of the session, make sure to provide:

• A detailed description of your problem
• The functional area you'd like to cover
• Results of your search in our knowledge base
• Relevant screen shots and logs
• When applicable, make sure your remote connection is opened and system information is up-to-date

On May 26th, Schedule an Expert sessions for existing open incidents became available on a limited basis. This offers an easy way to book a time of your choosing to discuss the technical details of your existing support incident with the assigned support engineer. 

Schedule an Expert for open incidents will be rolled out in a phased approach. Phase 1 will be available for P2/High priority incidents opened under a product where Schedule an Expert for open incidents is offered (see below), and will be provided by a limited number of support engineers.

Schedule an Expert is only available for products listed in the document: View product areas that currently offer Schedule an Expert.

If you choose one of these product areas to schedule a session and then reference a different product area that is not in the list, the session will be converted to a regular written incident.

In order to access Schedule an Expert, you must add the tile on the SAP ONE Support Launchpad:

1. Go to the Launchpad
2. Click on the Personalize icon in the upper left corner
3. Scroll down to the Miscellaneous section
4. Click the "+" button, select a Group, and click Save to add the tile to your Launchpad home screen

Until the end of May, after signing up for the session, the Skype web conference information will not be provided in the email notification.

To receive the Skype web conference link, you can do one of the following:

• Upon scheduling a session, you will receive an email notification with a link that allows you to join the session.
• From the landing page of Schedule an Expert, click on the View Upcoming icon.

For more information please view the document:

How to join your Schedule an Expert Skype web conference

To provide your feedback on your Schedule an Expert session:

• Close/confirm your Schedule an Expert incident
• Fill out the quick survey to let us know how we did

It is important to confirm that you are creating your Schedule an Expert session in the correct time zone. 

When booking a session, the default time zone displayed will come from your Launchpad user profile.

If you need to modify your time zone while you are creating your Schedule an Expert session, you can click on the Edit link next to "Current Timezone in User Profile" on the "4. Our Availability" page.

You can also change your default time zone by accessing the link below:

User Profile