SAP Knowledge Base Article - Public

3000949 - How to create a support case - Built-In Support

Symptom

  • How to create an SAP support case using Built-In Support
  • How to report an issue on a cloud system
  • Create a case when using a cloud application
  • Technical issues occurred when using SAP cloud products

Environment

  • SAP S/4HANA Cloud
  • SAP Cloud ALM
  • SAP HANA cockpit 2.0
  • SAP Customer Data Cloud
  • SAP HANA Cloud, Data Lake
  • SAP SuccessFactors HXM Suite

For more integrated products, go to Built-In Support Integrate page.

Resolution

The report case function of Built-In Support is provided to report technical issues that relates to your SAP Cloud products or SAP support applications.

Logging in to Built-In Support

  1. Click the Built-In Support icon  on the upper right toolbar of the system, the application UI expands.

    • If it is your first time to use it, activate your account first. Refer to KBA 3038177 for detailed information.
  1. Click Sign In button to log in with your SAP Universal ID. The authorized S-user ID will be automatically selected. You can click  icon to check.

   signinhomescreen0831.png

 Open Report Issue Form

  1. Click Report New Issue, the report issue form opens.

   homeuiclickreportissue.png

    reportIssuescreen.png

  1. Fill in Subject field to summarize your issue. 
  1. Fill in Description to describe your issue in detail.
    • Once you entered text in the Subject field, the proposed solutions will start to provide the content, and the content will continue to change according to your input in both Subject and Description fields.

ISM0524_1.png

  1. Component is automatically selected based on your text input in the two fields above. If this component does not match your issue, by clicking  icon, you can manually search and select another component.

  2. Select the Priority that fits your issue best, default is Medium.
    • For priority High and Very High, Business Impact is a mandatory field.

priority0524.png

  1. Drop files or click  icon to upload files.
  • Supported file types are the same as those in SAP for Me: see KBA 1277146.
  • Size Limitation: 250 MB
  1. Check the option “”, SAP will have the permission to reproduce this issue for accelerating problem resolution.
  2. At the bottom of the page, the support channel button(s) will be given and the recommended channel will be hignlighted according to the priority you selected. For Expert Chat, it is provided based on the availability of the experts and the information that you fill in the form. (Note: for Very High priority issue, only Create Case button will display. )

  onebutton.png        twobuttons.png

Submit the Case

  1. Click Create Case button, the case will be submitted to SAP. You will be navigated to the home screen and see the information pop-up as below.

    submitcasewithoutchatbot.png
  1.  You can click Review My Cases later to review this case.

See Also

Keywords

incident, error, report a case, support case, Built-In Support, Built-In, BIS, contact SAP support, create a case , KBA , CA-FLP-EXT-DSX , Integration of Support into all SAP products , How To

Product

Built-In Support 1.0