Get Support

If you use Proaxia services and you are currently facing a challenge with your SAP product related with FSM Connector, check out this hands-on guide that will lead you through a process of raising a support ticket to the SAP team using dedicated SAP Get Support application. [See more: https://support.sap.com/en/my-support/product-support.html]

To report a problem related with FSM Connector product to SAP Support, follow the steps:

1. Go to the SAP for Me and log in using the S-User ID. Once you log in, go to the Services & Support tab. To start the process of creating a support ticket, open the Get Support (Case, Expert Chat, …) application.

Open

Open

2. Once you click on the tile, the pop-up will appear titled Select Existing Draft. When you have previously created ticket which was not submitted yet, you can easily pick the draft from the list and continue your request. If you want to create a new request, click the Report New Issue button. As the next step, select the appropriate system which your S-User ID is assigned and to which your SAP product refers. [Proaxia Automotive Solutions AG’s customer number: 2139431]

3. Provide the short description of your problem in the Short Description field, so it will be visible as a header of your request. Then explain more in Detailed Description tab. Provide also the language of your request. Click on the System field. The list of Proaxia systems will be displayed. Choose the appropriate system ID on which the problem occurred. Once you pick the system, you will notice that Top Suggested Content will be displayed below.

4. The new screen will appear with attached information you provided before. As the next step select the appropriate product. Click the Product field and the product list will be displayed.

Once you find your product (e.g. SAP ERP), then you can notice that next fields appeared. Choose the Product Function which your issue refers to and move to the next step. In the Business Impact field you can specify the priority level of your issue. This tag will let SAP team know how urgent your issue is. You have the following options to choose:

• Minimally affected: Little or no effect on business process → Low Priority

• Moderately affected: Business operations are affected due to dysfunctional process → Medium Priority

  • When you select medium priority, provide the information if there is an temporary workaround for your issue. If your answer is No, then you can optionally provide the date if there is any deadline that could be affected by this issue. That would let SAP team know approximately how much time they will have to resolve the problem. In the Number of Users Affected field you can optionally specify how much users are physically affected by this issue.

• Seriously affected: Business operations are seriously threatened as urgent tasks cannot be executed → High Priority

• Critically affected: Productive service/system/core business process is down or production system go-live in danger or a severe security issue → Very High Priority

  • In the Very High Priority of the issue it is required to provide the Primary Contact, so the SAP team could then immediately contact with provided person. The Secondary Contact would be as well advised in the case that there would be no contact answer with Primary Contact.

  • To specify the area which the issue affected, please choose one of the available options for the Business impact category field:

    • A productive Service/System is completely down,

    • Core business processes affected,

    • Go-live impacted,

    • Security issue.

5. In the Business Impact Statement field please describe what impact the issue has into your business, what are the business consequences and what business area was affected - e.g. Supply Chain, Warehouse, Payroll department. Once you finished, click Continue button.

6. In the Best Action step choose the method how you want your ticket to be raised.

7. In the Detailed Information section please provide, as much precisely as it possible, the circumstances where the issue occurred, the process of reproducing the issue (if exists), what directly the issue applies to, etc.

Once you finish, click Continue button.

8. On the Attachment step, optionally attach the files related with the issue (screenshots, photos, documents, pdf etc). To be sure that the files will be treated as confidential and won’t be shared with other parties, please select the Personal & Confidential Data checkbox under each file and click Continue button.

9. On the last step, check the Component field. If your issue occurred in the area of FSM Connector please make sure that the dedicated component CEC-SRV-FSM-ERP is selected. If is, you can now click the Submit Case button so your ticket will be sent to the SAP team.

The list of your requests can be find in the Services & Support → View Cases. In that section you can monitor the status of your ticket, participate in the chat with the SAP expert (see Discussion tab) and more.

Learn more about SAP Support: https://support.sap.com/en/index.html.