3614802 - SAP Build Work Zone Advanced Edition - How to create the perfect case

• Create a support case for an issue arising in your SAP Build Work Zone Advanced Edition or SAP SuccessFactors Work Zone.
• What information to provide to SAP Support for an efficient handling of the case.

• SAP Build Work Zone Advanced Edition
• SAP SuccessFactors Work Zone

1. Before Creating the case:

• Access the SAP Cloud Community. Find extensive information which will help to understand and resolve issues. Questions and Answers expert forum, SAP Help documentation, hot fixes and KBAs, extension guides, common issues, how to guides and much more. Please do this task first since a large number of issues can be solved by existing documentation, especially if it is a consulting query or a common issue. 
• Access the SAP Help Portal this portal contains useful links to functional information of all application areas.
• When creating a case from the SAP for Me, find the option to search the knowledge base. Please always perform this task since a large number of issues can be solved by already existing notes or knowledge base articles (KBA). SAP has an AI-infused case wizard, the case Solution Matching function. This functionality will automatically display potential solutions while moving through the case creation process in the SAP for Me.
• Read carefully and answer the Component Specific Questions section during case creation.

Note: For concerns on missing functionality or a functional enhancement request to the standard software, do NOT open a case. The correct forum for these requests is the SAP Influence forum.

2. Creating the Perfect case

• System landscape: describe system landscape, by mentioning the WZ URL (the one used for login), the DWS URL and the BTP subaccount ID (Located under Administration Console > Overview Page). [Reference: KBA 3412229 - Where we can find the WZ DWS URL and WZ Custom Domain URL ]
• Steps to reproduce - create a step-by-step description with screenshots about the 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 add screenshots into a single file.
• Correct Component: please make sure to select the correct component. Creating the case in the wrong component can lead to increased processing times.
  TIPS how to choose the correct component:
  
  LOD-SF-SWZ: SAP Build Work Zone Advanced Edition
  LOD-SF-EAS: SAP SuccessFactors Work Zone
  
  
• Respect case priorities: refer to SAP Note 2155240 - Priority of problem cases.
• Provide the exact 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 Organization including Engineering, Operations and Management. When Engineering is 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:
  • What activities have stopped the business?
  • How many people are impacted?
  • Is this impacting mission-critical processes for the business or users?
  • Is a workaround currently in place?
  • Is this workaround feasible until we get a long term solution?
  • If not, please provide reasons why it is not feasible.
  • Are project deadlines affected by this issue？

3. System connections

If necessary, SAP might ask to add the expert's email address in the IAS tenant or corporate IdP to facilitate system access.

4. ALSO, IMPORTANT

• For case reopening, mention the case number of the closed case for reference. Do not insert the complete text content of the closed case into the new one, rather include a summary and only reattach any files or documents to the new case that were present in the old one.
• If steps to find a solution for the problem were followed prior to raising the case, list these steps, troubleshooting and any other relevant information that may add value to the support analysis.

• SAP Note 50048 - Several queries in a case
• 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
• KBA 2848890 - The importance of choosing the right System (and Product) 

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