2453948 - Information Required for Financials

The following points should be gathered in order to process issues efficiently and bring a case to an early conclusion.
Note that this list presents guidelines and is not exhaustive. Probing questions are to be applied and adapted depending on the context of a reported problem.

In order to swiftly analyze a reported issue we need a reproducible instance of the problem.
This requires:

• Sufficient description of applied business-process
• Is this a new occurrence or was this experienced before. If Yes - are there previous Support-Incidents we can refer to.
• Specify affected documents, runs, selection criteria etc.
• Where conducive, illustrate the situation with screenshots
• Clearly state the expected result vs. the observed actual result
• Ideally demonstrate by focusing on a single example representing an issue
• If possible - substantiate the expectation referring to pertinent settings and definitions
• Permission to execute actions including possible data-change at Support-side where applicable
• Concerning fiscal periods should be open for posting (open period/valid process control entry) if applicable

Examples:

Valuation Runs (e.g. Depreciation Run, Revenue Recognition Run, Foreign Currency Remeasurement Run)

• Illustrate pertinent selection criteria for a run including: Company, Run ID, Dates, Set of Books, Run-mode (Update/Test)
• Describe the problem using assorted instances (e.g. Fixed Assets, Sales Documents, Projects, Bank Accounts)
• Explain expectations based on underlying definitions and methods (e.g. Depreciation Methods, Valuation Views, Accrual Methods, Exchange Rates)
• Did previous runs show similar results
• Permission to perform valuation-runs in test-mode/update mode/update

Processing of Inbound Files (e.g. Bank Statements, Bank Advice)

• Provision of affected file
• Identification of Company, Bank ID, Bank Account ID
• File format description
• Have previous files been successfully processed for similar settings
• Refer to applied settings in Business Configuration and Master Data
• Permission to execute the file-upload and/or processing from Support-side

Inconsistent Results in Financial Reports

• Specify exact selection criteria for running the report
• Break-down observed wrong results into categories exemplifying the issue (e.g. G/L Account, Financial Period, Sales Document Item, Project Task)
• Illustrate expected result based relevant attributes (e.g. Posting Date, Tax-Due-Date, Document Type)
• Consistency of previous reports using similar selection criteria 

SAP Business ByDesign

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