How to create an Oss message

This article answers following queries :

Ø  How to create an Oss message in SAP?

Ø  What are the different priorities of tickets/message that can be created ?

Ø  In what cases Very high priority message to be raised?

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In real time scenarios, there might be situations, where local basis administrators could not resolve the issue. In those cases, a message can be raised to SAP so that SAP consultants can resolve the issue based on priority of the ticket.

Please follow below steps to raise an Oss message:

Step1:  Goto Service Market Place. Navigate to Help & Support ->  Report a Product Error

As shown in the above screen, there will be 4 steps to raise an Oss message.

They are

i)              Choose system (Select system on which issue to be reported )

ii)            Prepare Solution Search (Solution search can be performed here by using keywords of the issue)

iii)           Find Solution (System displays some notes which are relevant to the issue. If any of the notes suits your requirement, they can be reviewed and applied and message creation can be deferred.

iv)           Enter message ( If note of the listed notes are applicable, you can go ahead and create an Oss message)

Step 2 : Please refer below screen. Please provide SID of the system regarding which you would like to report an issue and click on search button. It displays the system details.

Click on SID, which opens up the following screen.

Step 3: In the above screen, provide the keyword of the issue and conduct a search.

System displays all the notes that are relevant to this issue as shown below

Step 4: Please review the notes listed and try if you can apply any of these to resolve your issue. If none of the notes suits, you can proceed further to create a message to SAP.

As shown in the above screen, select the Language, Component and Priority of the message.

By default English language will be selected. If you would like to change, you can do the same by selecting from the dropdown.

Afterwards, the relevant component of the SAP system for which you would like to report needs to be selected.  A click on component button, opens up screen as below from which component of the SAP system can be selected.  Please note this is very important to raise a ticket in correct component for faster resolution of issue. Otherwise, it delays because an SAP consultant will have to go through the issue and he has to in turn forward this message to correct component(In other words, to correct team – As each component will be supported by a separate expert team)

Next, priority of the message to be selected.

There are 4 types of priorities

ü  Very high

ü  High

ü  Medium

ü  Low

Depending on the priority of the issue  this  is to be selected. SAP responds to you based on the priority selected.

In case you have selected very high priority to create an Oss message, you will need to provide some extra details to SAP like Business Impact, Revenue Loss, Number of users impacted etc. In these cases, an SAP consultant will call you within 15mins to understand the issue and lowers the priority if it does not suit to Very high priority call. If they consider it as very high priority call, they start working on the issue immediately, requesting further details in case of any required.

Hence, Please note,  In case you are selecting very high priority, please make sure you have valid business reason for the same like production system is down and lots of users are unable to work and huge amount of revenue loss to the company.

Next as shown in below screen enter problem details like short text (subject of the issue) and long text (description of the issue)

Below this, any attachments related to the issue like screenshots, dump files etc can be uploaded in the Attachments section

In Contacts & Notifications section name , email id, contact number of the reporter to be provided so that SAP can contact you in case of emergencies related to this issue.

Once all these details are provided, please click on save message push button to save the Oss message. It provides an Oss message number. Please note the same. After that, please click on send message push button which actually sends the message to SAP.

Generated Oss number can be used for further correspondence with SAP.