インシデント

SAP 製品に問題が見つかり、ナレッジベースにて解決方法が見つからなかった場合、
SAP ONE Support Launchpad よりインシデントをご登録ください
(Expert Chat または Schedule an Expert もご利用いただけます)

Expert Chat

(※英語のみ)   SAP ONE Support Launchpad の Expert Chat をお使いいただくことで、ライブですぐにテクニカルエキスパートに問い合わせることができます。ラウンチパッドホームページに [Expert Chat] タイルを追加すると、アプリケーションへのアクセスがより簡単になります。

Schedule an Expert

(※英語のみ)   お客様を直接 SAP サポートエンジニアにおつなぎします。1 対 1 のライブで行われる 30 分の電話を通して回答を得ることができます。ご質問内容と製品領域をお知らせいただければ、お客様のご都合のよい時間にエキスパートによるサポートをセッティングいたします。

インシデントの登録

SAP 製品や SAP サポートアプリケーションに関連するエラーが発生した場合、SAP ONE Support Launchpad を使用してインシデントを登録してください。ガイドに従ってオンラインフォームよりで入力してください。

WhatsApp

(※英語のみ)   WhatsApp の SAP 製品サポートチャネルにご登録いただくと、お客様のニーズに応じた製品に関するサポート技術情報 (KBA) や Wiki、Guided Answers、SAP Notes、役立つヒントなどの最新情報を入手できます。  

WhatsApp の登録に関する情報

インシデントの照会

SAP で対応中のインシデントのステータスを確認したり、完了したインシデントに記載されている解決方法を参照したりすることができます。

自分のインシデントを照会する

自分の SAP SuccessFactors のインシデントを照会する

Expert Chat

(英語のみでの対応となります)

SAP now offers technical support with Expert Chat. To access Expert Chat, simply begin the process of submitting an incident. If Expert Chat is available for the component you have chosen, you will see the ‘Start Expert Chat' button next to the 'Submit' button in your incident form. The details you've entered will be passed through to the support expert.

SAP Knowledge Base Article 2213344 describes the process in detail with a video.

SAP now offers technical support via Expert Chat. To access Expert Chat, simply begin the process of submitting an incident. If Expert Chat is available for the component you have chosen, you will see the ‘Start Expert Chat' button next to the Submit button in your incident form. The details you've entered will be passed through to the support expert.

Chat may not be available for the component you have selected in the incident form. Alternatively, there may not be a support engineer available to chat at the time.

No, if the support engineer is unable to resolve your issue at the time, he or she will continue the incident submission process for you. The chat transcript will always be captured and recorded in your incident log, whether the issue is resolved immediately or not.

Yes, the chat transcript will be recorded in your incident log for your review.

When you open a new chat session, you will be connected with a trained SAP expert from our team. There are no robots or automated responders.

You are welcome to use the chat functionality to get assistance for any technical problems for which you were not able to find an answer in an SAP Note or Knowledge Base Article (KBA).

The best way to speed up processing or escalate an existing incident is to contact the Customer Interaction Center (CIC).

We do not limit the number of times you may contact support via chat. However, we recommend you start only one chat session per problem or question that you have.

Schedule an Expert

(英語のみでの対応となります)

Schedule an Expert offers a new way to connect with an SAP Support engineer in a live, one-on-one 30-minute call. The scheduled appointments require a 3-day notice to allow engineers to prepare for the session. Tell us your question and the product area that you want to discuss. We'll find an available expert to assist you at a time of your choice.

SAP Knowledge Base Article 2482688 details everything you need to get started with Schedule an Expert.

Important: Schedule an Expert is not available for all products yet. This feature is being rolled out to products in multiple phases and is currently only available for the products in the list below. More products will be added in the near future.

View product areas that currently offer Schedule an Expert

NEW:  Starting on May 26th new Schedule an Expert sessions for existing open incidents will be available on a limited basis. For more details please refer to the Important Topics section below.

Important Topics

Resources

Important Topics

Starting on May 26th, Schedule an Expert sessions for existing open incidents will be available on a limited basis. They offer 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.

Please refer to the FAQ and the Schedule an Expert for Open Incidents documentation below:

Schedule an Expert for Open Incidents FAQ
Schedule an Expert for Open Incidents User Guide

Schedule an Expert is only available for products in the document "View product areas that currently offer Schedule an Expert" listed on the right.  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 button in the upper left corner
  3. Scroll down to the Miscellaneous section
  4. Click the "+" button to add the tile to your Launchpad homescreen

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

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.
  • Click on the 'View Upcoming' icon. This is available from the landing page of Schedule an Expert. 

For more information please view the document:

How to join your Schedule an Expert Skype web conference

When booking a session, the default time zone displayed will come from your Launchpad user profile. It is important to look at this to confirm you are creating the session in the correct time zone. 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