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

• 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

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.

Built-In Support

Note: Built-In Support is already integrated into many SAP cloud solutions. For a complete list, visit the Built-In Support product page.

The report case function in Built-In Support helps users report technical issues related to SAP Cloud products.

Signing Into Built-In Support with Your S-user ID

1. Click the  icon on the upper right toolbar of the system to open Built-In Support application.
   

2. Choose Sign In to log in with your S-user ID and password.

• If it's your first time using Built-In Support, you'll find the sign-in option on the home screen.
• If you've logged into Built-In Support before, you'll see the sign-in option in the header.
• For more information about the login process for Built-In Support, refer to KBA 3584368.

3. After you signed in successfully, you should see the Get Support option on the home screen.
   

 Open Issue Reporting Form

1. Choose Get Support to open the form.

2. Enter a short title to summarize your issue. 

3. Describe your issue with details.

• We provide recommended solutions based on your system and business application context. These recommendations changes as you update the Subject and Description fields. You can scroll down to view all the recommendations.

4. A component is automatically selected based on your current context information.
   If the selected component doesn't match your issue, you can adjust your input to receive a more suitable recommendation. Alternatively, you can open the component list and manually select a suitable one.
   
   
5. Select the business impact level that best matches your issue. The display of required fields changes according to different priorities.
   Here is an example of a medium priority issue:

6. To upload attachments, you can either drag and drop them or choose the  icon.

• Supported file types are the same as those in SAP for Me: see KBA 1277146.

• Size Limitation: 250 MB

7. Check the option “Allow SAP to Reproduce”, SAP will have the permission to reproduce this issue for accelerating problem resolution.
8. At the bottom of the screen, the support channel button(s) will be given and the recommended channel will be hignlighted according to the priority you selected.

• Expert Chat is provided based on the availability of experts and the information that you provide in the form.
• For Very High priority issue, only Create Case option displays.

9. Choose Create Case to submit the case to SAP. After submission, you'll return to the home screen, where you'll see the information pop-up shown below.

10.  You can view this case later in the case list. To update the case, you can also manage it directly in Built-In support.

• 3584368 - Updates to key user login process due to identity management changes - Built-In Support
• Built-In Support in the Page Header
• Built-In Support | SAP Help Portal 
• 3052441 - What is SAP's Built-In Support?
• 3038177 - How to log in Built-In Support and activate support functions

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