Solution : https://service.sap.com/sap/support/notes/16018 (SAP Service marketplace login required)
Summary :
This SAP Note provides a comprehensive checklist to effectively describe system exceptions for SAP Active Global Support. It demands detailed descriptions of your activities, system responses, expected outcomes, and reproducibility of issues. Highlight the importance of using accurate technical terminology and specifying system IDs, client details, and menu paths to avoid ambiguity. If SAPNet R/3 Frontend is inaccessible, faxing the information is advised. Detailed context, such as system version, any associated consultants' contact details, and system status (production, test, etc.) must be included, ensuring faster, more efficient support handling.
Key words :
symptom sap active global support requires detailed information, transport log /usr/sap/trans/log, upgrade log /usr/sap/put/log, database log file/alert file, problems involving batch input sessions, contacted system information system status, 1i including hot package 6, system id client transaction, status line program information, menu path error number
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