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BO tech support page not working / new SAP Support Site woes
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Mak 1
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PostPosted: Tue Aug 26, 2008 9:10 am 
Post subject: Re: BO tech support page not working / new SAP Support Site

Quote:
It is a massive BO client and we have our own dedicated support engineer. She is awesome


Its amazing when you are working for a big client of BO, how good the answers are and how quick the reponses - did some work for one, just last year, Nick....icon_wink.gif.

Lets just say they bought everything and I mean everything....

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dnewton
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PostPosted: Tue Aug 26, 2008 10:06 am 
Post subject: Re: BO tech support page not working / new SAP Support Site

Note that the button to close a case is called "Confirm Message". Not the most intuitive label.

If the case is assigned to the agent, the button will read "Request Confirmation". All that means is it requests BO to assign it back to you, so that you can then log in (again) and click on Confirm Message.

The upside is that it prevents agents from prematurely closing cases. The downside is that the workflow is a little clunky, and, there's heavy-duty pressure from some agents to get you to close the call immediately at the end of a discussion.
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Nick Daniels
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PostPosted: Tue Aug 26, 2008 11:53 am 
Post subject: Re: BO tech support page not working / new SAP Support Site

Mak 1 wrote:
Its amazing when you are working for a big client of BO, how good the answers are
Yes but its not a guarantee. Last year I was working for another massive client, the client wasn't happy with the product yet one of our 'special' support engineers organised a Webex so we could show them how to apply a filter in WebI eek.gif
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Mak 1
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PostPosted: Tue Aug 26, 2008 1:32 pm 
Post subject: Re: BO tech support page not working / new SAP Support Site

Quote:
'special' support engineers organised a Webex so we could show them how to apply a filter in WebI


Well I have to say, I consider that pretty
Code:
<Add Suitable Expletive Here>
special, Im speechless for once...icon_wink.gif
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rob_bo
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PostPosted: Tue Sep 23, 2008 5:17 am 
Post subject: SAP website designers - take heed...

Is it me, or is the SAP website the most annoying online experience you could possibly imagine?

I thought Business Objects had done a fine job in making life difficult when trying to get the information you need. But SAP have surpassed all expectations and have brought surfing agony to a whole new level.

Their introduction is misleading to say the least: "customers and partners of Business Objects will benefit from the integration of Business Objects Support into SAP's Service and Support Infrastructure". Err, yet to see any of said "benefit" !

If I can get through the barrage of username and password requests, I'll present my case...no, sorry, my "message". What kind of rubbish is that? I leave a message for my wife or my mum. Not to say "excuse me, you appear to have a bug in your product".

And when the "message" is resolved (if you're that lucky) it can be closed.....oh, no it cant. It has to be "confirmed".

Heres another one....I phoned up to ask for some documentation. The guy sent me instructions (yep, it was that un-obvious) with the following:

Go to http://service.sap.com, Then scroll down to Business Process Export Community and click blogs

WHAT???? Firstly, what on earth is a Business Process Export Community? And why are PDF support documents under "Blogs". What kind of marketing people did they employ for all this rebranding?

Maybe I should start thinking in the same terms. Its not a cr*p website, its simply a "neutral productive browser portfolio".

Welcome to SAP. banghead.gif

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MichaelWelter
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PostPosted: Tue Sep 23, 2008 10:28 am 
Post subject: Re: SAP website designers - take heed...

Very well put, Rob. I feel your pain. I really do. banghead.gif
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nitrobrother
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PostPosted: Tue Sep 23, 2008 10:41 am 
Post subject: Re: SAP website designers - take heed...

So have a lot of other people... nonod.gif

http://www.forumtopics.com/busobj/viewtopic.php?t=112015

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rob_bo
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PostPosted: Wed Sep 24, 2008 5:34 pm 
Post subject: Re: SAP website designers - take heed...

oh man! i never saw that! not surprised though! icon_sad.gif
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rob_bo
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PostPosted: Wed Sep 24, 2008 5:37 pm 
Post subject: Re: BO tech support page not working / new SAP Support Site

i just created a new post about the SAP website (http://www.forumtopics.com/busobj/viewtopic.php?p=541831)....i didnt know about this one! 17 pages!! (and counting)

I no longer feel alone.

Thanks Bicon_mrgreen.gifB

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Dave Rathbun
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PostPosted: Wed Sep 24, 2008 7:14 pm 
Post subject: Re: SAP website designers - take heed...

Will merge the topics, thanks.
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ChipDale
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PostPosted: Thu Sep 25, 2008 6:56 am 
Post subject: Re: BO tech support page not working / new SAP Support Site

I have been using the BOSAP support site (https://websmp110.sap-ag.de/support) for some time and today it thinks I'm Jewish as it gives me a screen saying

Quote:
Language pack installation

To display language characters correctly you need to install the following language pack:

Hebrew


Is anybody else getting this?

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dessa
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PostPosted: Thu Sep 25, 2008 8:50 am 
Post subject: Re: BO tech support page not working / new SAP Support Site

thats kosher. icon_wink.gif
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Rich
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PostPosted: Thu Sep 25, 2008 8:54 am 
Post subject: Re: BO tech support page not working / new SAP Support Site

OMG

I havent logged in to BO tech support for months and unfortantly I now need to, I have not had any communication from them at all about the change, only found it out via BOB icon_mrgreen.gif

I can't face 17 pages to work out what I need to do to access Tech Support now, so could someone sum up what I need to do, do I need to request a new account if so how ? Will I still be able to see my old cases ? What about the ESD is that still around ?

BO should of managed this alot better.
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dessa
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PostPosted: Thu Sep 25, 2008 9:10 am 
Post subject: Re: BO tech support page not working / new SAP Support Site

Quote:
so could someone sum up what I need to do


Keep your fingers crossed and pray, doesn't matter to Whome, though going by Chipdales post Jehovah might be the best bet icon_wink.gif

They should have sent you a letter detailing your new credentials. You haven't received that?

The url is: https://websmp101.sap-ag.de/bosap-support


ESD is still thee though you have to navigate and dig around a fair bi to get the bits you need.

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rob_bo
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PostPosted: Tue Sep 30, 2008 4:25 am 
Post subject: Re: BO tech support page not working / new SAP Support Site

once you've got your details, i recommend you go to "http://www.service.sap.com/" and click "benefit from single sign on"

Its a "passport" to the site which will allow you to freely go between pages and only retype your username and password every other page instead of every page.

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