Online help:
SAP ONE Support Launchpad — Overview and user profile

Contents

• Introduction
• Launchpad header
• Your user profile
• Homepage overview
  • Tiles
  • Groups
• Tile catalog
  • Adding or removing tiles
• Launchpad footer
• Troubleshooting
  • Supported browsers
  • Missing icons
  • Timeout frequency
  • Data inconsistencies

Introduction

The SAP ONE Support Launchpad (launchpad.support.sap.com) is an integrated, customizable, single access point to support applications for all SAP solutions. Customers will need to log on with a valid S-user ID, which can be generated by a user administrator in their company. If you don't know your user administrators, contact your local SAP Support Center.

The launchpad is compatible with the following browsers:

• Microsoft Internet Explorer 10 and higher or Microsoft Edge
• Mozilla Firefox (recent version)
• Google Chrome (recent version)
• Apple Safari (recent version)

Launchpad header

The launchpad header bar is the uppermost section of the SAP ONE Support Launchpad. It is always visible to provide access to various functions of the launchpad and its applications.

It contains:

• Home and (if an application is launched) Back buttons: Home directly leads you to the homepage. Back navigates to the previously visited screens.
  On the homepage, these buttons are replaced by a 3-bar icon that opens the tile catalog.
• Name of the currently used application
• Central launchpad search: It searches across a variety of objects, such as Knowledge Base (such as SAP Notes & Knowledge Base Articles, blogs, wikis, product documentation and more), but also installations, systems or users in your company. In many applications, the best suitable repository will be preselected automatically. In addition, it can be chosen from a drop-down.

  The search function can be called up from any screen within the launchpad.

• Notifications section: A number beside the bullhorn icon indicates how many notifications you have that await confirmation. Click to access this list or to manage your notification settings.
• Name and user ID of the currently logged on user, providing access to the My Profile section

Your user profile

The My Profile section allows you to customize the launchpad to match your personal preferences. You can enter it by clicking your name or user ID from the launchpad's upper-right corner.

A popover lists the following options:

• About — Displays technical information that you can share with SAP Support in case of problems with the launchpad or its applications. This link is not offered on the launchpad homepage.
• What's New? — This page, which is shown in an overlay, displays launchpad-related news, usually release notes about the latest features that have been added to the launchpad.

  Note: Unless you have clicked the button Do not show again until the next SAP ONE Support Launchpad release, this overlay is also displayed automatically when you log on to the launchpad.

• User Profile — Contains general information and settings for your user ID, roles, favorites and application data for future reuse.
  

  Figure 3: General settings in the My Profile section

  • Header area — Lists general information about your S-user ID and the company it is assigned to. Click the Edit Header link to add or correct contact details.

    Note: These details are used in various support applications. For instance, if you subscribe to launchpad notifications, e-mails and SMS messages are sent to this e-mail address or cell phone number, respectively.

  • General Settings — Displays your preferred language, date/time format, time zone and decimal notation. The launchpad's user interface and data in support applications will reflect these settings. To change them, click the "Edit" icon (pencil) in the header area, select your preferences, and save using the "Save" icon.
  • Roles — Your roles determine what groups of tiles and what tiles are displayed in the launchpad. Furthermore, your roles have an impact on results retrieved through the launchpad's central search: for instance, customers with an SAP on-premise solution will not see cloud-related SAP Notes and Knowledge Base Articles. You are asked to select your roles on your first visit to the launchpad. Afterwards, you can change your role assignment in the My Profile section.
  • App Data — Lists default values that are used in some applications, for example customer numbers you requested new installations for, or operating systems that you commonly select when downloading software.
  • Favorites — Lists SAP Notes & Knowledge Base Articles as well as systems that you have marked as favorites, for instance to get easy access or enable automatic notification about updates. You can access and remove favorites from this list.

    These favorites are also listed with more detailed information in the My SAP Notes & KBAs and in the System Data applications, respectively.

  • Recent — Recently used values that you had selected in one of the support applications; for instance customer or installation numbers, systems or components
• Manage Notifications — Opt in to or out of alerts (for instance about updates to an incident that you had reported, new important notes, or expiring certificates) and choose the communication channels you prefer: Launchpad-internal alerts, e-mails, or text messages.
• My Important Contacts — This page lists users in your company who hold an important function, often serving as point of contact for SAP concerning a topic: Security Contact, Software Recipient, and so on. The page also lists user and super administrators whom you should contact if you require special authorizations for support applications.
• Authorizations and Functions — The authorizations that your user administrator assigned to your S-user ID are listed under the Authorizations tab.
  If you hold an important function in your company (Security Contact, Software Recipient, ...), these are listed under the Important Functions tab.
• Change Password — Allows you to change your own password. To do so
  1. Enter your current password.
  2. Enter your new password.
  3. Re-enter new password to confirm it.
  4. Click the Save button.

  Note: The launchpad uses the same authentication system as other SAP websites, such as SAP.com, SAP Support Portal, SAP Community, SAP Help Portal and SAP Store. By changing your password, you are also changing it for these sites.

• Log Out — Logs you out of the SAP ONE Support Launchpad.

Homepage overview

Tiles

The launchpad homepage displays tiles that allow you to launch support applications, and may also show additional information.

Tiles differ in the content they display. They can be static, only featuring an icon. Or they can display numbers (real-time KPIs) and charts. The information that is shown is based on data supplied by that application.

Click a tile to access the associated application.

Groups

All tiles are bundled in groups, such as My Home, Solutions/Incidents, or System Operations and Maintenance. These groups are predefined; their names and position cannot be changed. However, you can hide a group by

• removing all its tiles from your homepage
• moving all its tiles to a different group

Your role determines which default groups and tiles are shown upon your first visit to the launchpad. You can customize the launchpad homepage to meet your individual needs by choosing from a wide range of ready-to-use tiles from the tile catalog: tiles can be added, removed, or moved to a different group.

It is recommended that you assign the tiles that you use most frequently to the My Home group, which is the topmost group on the homepage.

Tile catalog

The tile catalog allows you select the tiles and support applications that you use most frequently. Your roles and authorizations determine which tiles you can access. Enter the tile catalog from the launchpad homepage by clicking the 3-bar icon in the upper-left corner. All available tiles are listed, grouped by roles (On-premise customers; Cloud customers; Partner).

1. The search field offers the option to comfortably search for a tile in the catalog.
2. A drop-down next to the search field lets you choose whether all available tiles shall be listed or only those that, according to your role selection, are relevant to you.
3. A check mark means that the tile is already part of your launchpad homepage.
4. Press the "Plus" icon to add a tile to one or more groups of your launchpad homepage.
5. Some tiles may be grayed out due to a lack of authorization to use the associated support tool. Click "Not authorized — click to request" to send an e-mail to one of your company's user administrators who are in a position to amend your authorization profile accordingly.
6. Click Reset to revert to the default tile groups and tiles that have been defined for your particular role(s).
7. Click the "Back" or the "Home" icon to return to the launchpad homepage.

Adding or removing tiles

To add a particular tile to one or several groups on your launchpad homepage

1. Press the "Plus" icon.
2. Select the groups the tile shall be added to.
3. Confirm with Save (or revert with Cancel).

Remove a tile from a group (or from the launchpad homepage altogether)

1. Click on the check mark.
2. Deselect a chosen group.
3. Click Save. The check mark will change to a "Plus" icon.

If the tile is no longer assigned to any group, it will disappear from your launchpad.

Launchpad footer

The launchpad footer features several static links. It remains in this position even if the user scrolls.

• Contact Us — SAP Support offers several contact channels for technical and non-technical assistance.
  • If you are experiencing a technical issue with your SAP products, and you are unable to find a solution using the Knowledge Base search, you can start an Expert Chat, Schedule an Expert session or report a written incident to SAP Product Support.
  • For non-technical assistance, reach out to your local Customer Interaction Center (CIC) by phone and e-mail. The CIC can help you for instance with password resets, unlocking user IDs, and updates on existing incidents. This service is available 24x5 Monday to Friday in English.
• Share Your Feedback — Select this link to share ideas and submit enhancement requests.

  Note: No technical support is provided through this channel. If you need support for your product, contact your SAP Local Support Center or report an incident.

• About the Launchpad — This link opens a content section in the SAP Support Portal where you can find general information about the launchpad, e.g. release notes and online documentation for support applications (including this page).
• Status — The status page provides an overview of the launchpad's availability and overall performance. You can subscribe to notifications to get informed about critical changes through e-mails or text messages.
• Legal Information — On your first visit to the SAP ONE Support Launchpad you are asked to read and accept the terms of use. Afterwards, you can access them at any time by using the Terms of Use link in the launchpad footer.

  Further legal information such as copyright and trademarks information, privacy statement, and legal disclosure can be found on the right-hand side of the footer.

  In the bottom-right corner of the SAP ONE Support Launchpad, there is Chinese text and a link to www.miibeian.gov.cn. This indicates that the SAP ONE Support Launchpad is registered with Chinese telecommunications authorities and the Ministry of Industry and Information Technology, thus making sure that launchpad access is enabled in China.

In some applications there is a second bar at the bottom of the page, the footer toolbar: It usually offers finalizing actions such as Submit, Save or Cancel.

Troubleshooting

Supported browsers

The launchpad is compatible with the following browsers:

• Microsoft Internet Explorer 10 and higher or Microsoft Edge
• Mozilla Firefox (recent version)
• Google Chrome (recent version)
• Apple Safari (recent version)

Missing icons

If all icons (e.g. the "Home" icon in the upper-left corner) are missing in the user interface, make sure that font download is enabled in your browser:

• In Internet Explorer go to Tools > Internet Options > Security tab > button Custom Level... Now scroll about 40% down to Downloads > Font download and set this to Enable. Confirm with OK.
• In Firefox go to Tools > Options > Content. In the Fonts & Colors section, click the Advanced button. The Fonts overlay will be shown. Select "Allow pages to choose their own fonts, instead of my selections above" and confirm with OK.

Timeout frequency

If you leave the Launchpad window untouched for two hours, you will notice a warning informing you that you will be logged out soon. Another ten minutes after that, if you have not registered any activity, you will be logged out. Logging back in is a one-click process. You will be returned to the screen you were on.

Data inconsistencies

If an application returns unexpected data, if for example after a page refresh modified settings are not reflected by the interface, this is often caused by browser (cache) behavior. Make sure that your browser cache is cleared regularly. SAP recommends to change your browser settings (for Internet Explorer) as follows:

1. In the menu bar select Tools, then Internet Options.
2. On the General tab click the Settings button in the Browsing history section. The Website Data Settings page is shown.
3. For Check for newer versions of stored pages select Every time I visit the webpage. This will ensure that every time you visit a page its most recent version will be displayed.
4. Confirm with OK.

Afterwards, clear your existing browser cache: Click the Delete... button, select Temporary Internet files and website files, and click Delete.