Problem Logging with SAP Support
Reporting a Problem to SAP
1. Log on to the SAP Marketplace using an OSS ID with Administration rights –
2. On the Create Customer Messages screen, click on the Start Message Wizard button.
3. On the Customer messages – Create screen, click the Select a System button.
4. On the System Selection popup, click on the + sign next to Show systems to see a list of your SAP systems registered with SAP. From the expanded list of system, click on the radio button just left of the <SID> for which you are reporting the problem. Click the Choose button and you will be returned to the Customer messages – Create screen.
5. On the Customer messages – Create screen, click on the radio button to the left of the System type which has the problem: development system, test system, or production system. From the Release dropdown, select the appropriate SAP software release. Click the Continue hyperlink.
6. On the next Customer messages – Create screen, scroll down to the bottom of the screen. If the problem involves an add-on, select the appropriate Add-on and Add-on release from the dropdowns; if an add-on is not involved, leave these dropdowns blank. Verify that the information showing in the Oper. System, Database, and Frontend dropdowns is correct. If it is not correct, selection your SAP system’s information from the appropriate dropdowns. Click the Continue hyperlink.
7. On the next Customer messages – Create screen, scroll down to the bottom of the screen. From the Priority dropdown, select the appropriate priority of Low, Medium, High, or Very High. From the Component dropdown, select which SAP component is having the problem. Once you select a component, a secondary Component dropdown will appear. Select a secondary component and a third component as well. Do the best you can to make all three component pieces fit your problem as closely as possible. Click the Continue hyperlink.
8. On the next Customer messages – Create screen, scroll down to the bottom of the screen. Select a language from the Language dropdown, type a short but descriptive summary of your problem in the Short description box, and type a more detailed description of your problem in the Long test box.
9. If there are logs or other files which might assist SAP in resolving the issue, rename them all so that they have a suffix of “.log” and use the Add attachment hyperlink and the Attachments popup to attach them to the message. After attaching all the necessary files, click the Close hyperlink to return to the Customer messages – Create screen.
10. When you have provided as much information as possible, click the Send to SAP hyperlink.
11. You will receive a confirmation screen with a generation problem number. Write this problem number down for later use.
12. You may now leave the Message Wizard and close the web browser window.
