3359170 - 2-SL -> 3-SL conversion – Guidelines for case creation

You want to create a support case for an issue arising related to the conversion process from 2-SL to 3-SL SAP S/4HANA Cloud, an issue with functionality or business processes that were working prior to the conversion but are now failing post conversion and you want to know what information you need to provide SAP Support for an efficient handling of the case.

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1. You have to open the case against the system where the issue occurs, this is necessary for the SAP Support team to be able to logon to your system (Security requirement). 
   
   
2. Note: Use the prefix ‘[CNV]’  in the case description/short text to flag all suspected conversion cases. This will help SAP product support to recognize and prioritize conversion cases.
   
   
3. Provide SAP support with a customer user ID (customer business user with prefix CB or customer communication user with prefix CC). Check KBA 3094222 to maintain the CB user into the case. SAP support can take over the authorizations of that customer user to reproduce reported problems. You can find the user ID for customer business users in the Fiori app 'Maintain Business Users' and the user ID for customer communication users in the Fiori app 'Maintain Communication Users'. 
   
   
4. System landscape: Please state clearly where the issue you are reporting occurs, i.e. in Test and/or Development. 
   
   
5. Steps to reproduce: create a step by step description with screenshots about your issue, mentioning all the details, user data and example data to use for reproducing the problem. Do not attach individual screenshots one by one to the case, instead use Microsoft Word or Excel to put your screens into a single file. Compressing the attached document into an archive file is not necessary, you can attach up to 4 MB for a single file.

6. Business Impact 

   A Business Impact Statement is used as a tool to communicate the criticality of a customer’s case across all levels of the SAP Organisation including Engineering, Operations and Management. When Engineering are prioritizing tickets or Mission Control Centre evaluating an escalation request, the Business Impact Statement is the focal point. Therefore, it is imperative that it contains all the relevant information that allows SAP to fully understand and manage the criticality.

   Answering the questions below help support to better understand the criticality of your case:

   1. “What activities have stopped for your business?”
   2. “How many people are impacted?”
   3. "Is this impacting mission-critical processes for your business or users?”
   4. "Is a workaround currently in place?"
   5. “Is this workaround feasible until we get a long term solution?”
   6. "If not, please provide reasons why it is not feasible."
   7. “Are project deadlines affected by this issue?”

Additional Information:

SAP Activate Methodology for SAP S/4HANA Cloud: SAP Activate for Conversion to SAP S/4HANA Cloud 

• SAP Note 50048 - Several queries in an case
• SAP Note 16018 - More information required on reported message
• SAP Note 1281633 - Speed Up Processing of a Customer case
• SAP Note 560499 -  Global Support Customer Interaction: Telephone/e-mail
• SAP Note 67739 - Priority of problem cases

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SAP S/4HANA Cloud Public Edition all versions ; SAP S/4HANA Cloud all versions