SAP Knowledge Base Article - Public

3709558 - Getting Started with New Built in Support - SAP Business ByDesign

Symptom

This Knowledge Base article helps you find the most relevant Knowledge Base articles needed to begin working with New Built-in Support, which was released in the ByD 2602 update.

Important: New Built in Support upgrade is for all the systems except the systems hosted in China DC

Environment

SAP Business ByDesign

Cause

What will be the difference for End user and Key User with New Built in Support?

End User - No Changes

Key User - The options such "Forward to Provider", "Send to Provider" and "Note to Provider" are removed. To report any new cases to SAP Support, use New Built in Support. For Existing cases, you can still access it from SAP for ME.

Resolution

Documentation for the Beta release in 2511:

Documentation has been published for the Go Live in 2602:

Before starting with New Built in Support, you’ll need to know certain prerequisites.

  1. S-User is mandatory to login into New Built in Support, check whether you are a Key User in ByD and have a valid S-User
  2. Once new Built in Support is enabled then the existing cases cannot be sent to SAP and Vice Versa. For those existing case, you have to follow the KBA as workaround 3665054 - How to Find and Process, in SAP for Me, Cases created from a ByD 

S-User:

Know About S-User:

How to KBAs

    • 3650332 – Onboarding ByD Customers Into New Built in Support (DSX) 
    • 3667101 –Frequently Asked Questions - New Built in Support (ByD) 
    • 3665054 – How to find and process cases created from a ByD or C4C tenant - SAP for Me  

    Administrator Roles & Maintenance: 

    • 2492132 – What is the difference between Super, Cloud, and User Administrator S-user IDs? - SAP for Me 
    • 1282821 – How to determine if my S-user ID is a Super Administrator, Cloud Administrator, or User Administrator - SAP for Me 
    • 2596214 – How to maintain Super, Cloud, and User Administrator S-user IDs listed in My Important Contacts - SAP for Me 
    • 1282808 – What tasks is a Super, Cloud, or User Administrator S-user ID responsible for? -    SAP for Me  

    Authorization & Case Handling: 

    Login Issues: 

    • 2371719 – S-user ID login error: Sorry, we could not authenticate you. Try again. - SAP for Me 
    • 2198153 – How does a Cloud Administrator add/remove S-user ID authorizations - SAP for Me

    Who should I contact if there’s an issue with S-User?

    We recommend verifying that all relevant users have valid S-user IDs and access to SAP for Me.

    Built in support requires to sign in with a valid S-user to access case management and case creation. If you have any questions or need help with S-user access, please contact the SAP Customer Interaction Center (CIC) or start a chat with a CIC representative: Contact SAP CIC

    560499 - Customer Interaction Center: Hotline - Email - Chat

    Use below template (filled) while connecting to CIC:

    When there is no Cloud Admin but there is a S-User who should be made as Cloud Admin, CIC can set it up with below details,

    1. Customer Number:
    2. Installation Number:
    3. Name and S-User ID of the person that should be the new Cloud Admin

    Where there is no Cloud admin and there is no S-User to become Cloud admin,

    1. Company name and customer number:
    2. Name and email address of the new nominee (ensure the email domain matches the company):
    3. Reason for the request (e.g., previous admin departed):

    New Built in Support:

    Life cycle of case in SAP for Me:

    • 1296527 – How to create a support case for SAP Support - SAP for Me 
    • 1239839 - How to Close a Support Case - SAP for Me 
    • 2752415 - Cannot find specific cases - SAP for Me
    • To add new installation - refer to this document  

    SAP Business ByDesign–Specific/Partner Scenarios: 

    • 2611988 – Central case Processing CHD and CCC Scenarios in ByD and C4C 
    • 3661864 – "Manage Service Partner Users" SAP for Me Card for ByD Partners 
    • 2518600 – How does a customer invite partner S-user IDs to create cases on their behalf using the Service Partner User functionality 
    • 2518736 - Service Partners: How to get authorizations for your S-User ID to create support cases on-behalf of your customers 
    • 3222501 – How to find SAP Contacts, Partner Contacts, and Important Contacts for your Customer Number - SAP for Me 
    • 3300855 – How to assign Product-Related contacts for your company - SAP for Me 
     

    See Also

    new built in support, dsx, byd, case handling, s user, sapforme, partners

    Keywords

    KBA , AP-LM-AM-INC , Incident-Uis , How To

    Product

    SAP Business ByDesign all versions