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BO tech support page not working / new SAP Support Site woes
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tenather
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PostPosted: Tue Jul 08, 2008 1:10 pm 
Post subject: Re: BO 'tech support' page is not working. WHY???

oh just called because they messed up my existing cases and I just got the music yet again cuss.gif banghead.gif . Man we must be killing them.
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Thomas Nather
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Sherwin Williams
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sfaridi
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Joined: 29 Aug 2002

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Location: Troy, Michigan


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PostPosted: Tue Jul 08, 2008 3:23 pm 
Post subject: Re: BO 'tech support' page is not working. WHY???

substring wrote:
gorthous, if you have an account manager, you should contact him/her first. He/she can speed things up for you.

I like to see their project plan for this migration, I have feeling it goes something like this
1. Turn off old application
2. Turn on new application
3. See who bitches.
4. think about migrating customers
5. start migration
6. See who bitches loudest
7. Manual migrate a handful customers at a time.
8. Let customer test the results
9. repeat in two years

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Shoaib
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Nick Daniels
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PostPosted: Tue Jul 08, 2008 3:28 pm 
Post subject: Re: BO 'tech support' page is not working. WHY???

lol.gif
It would be funny if it wasn't for that fact that this now isn't BO its SAP.
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sfaridi
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Joined: 29 Aug 2002

Posts: 450
Location: Troy, Michigan


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PostPosted: Tue Jul 08, 2008 3:33 pm 
Post subject: Re: BO 'tech support' page is not working. WHY???

yeah SAP isnt it iamwithstupid.gif

belows my mind eek.gif . we are more careful with a single report than this

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Shoaib
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Reporter Bloke
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Joined: 20 May 2004

Posts: 190
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PostPosted: Wed Jul 09, 2008 3:34 am 
Post subject: The SAP support portal.....

Is anyone else finding the whole experience of using the SAP portal completely frustrating?

On the old BO site one could simply type in an error code, or product and most of the time the first 10 results would give you the answer.........
Not so on the so**ing SAP portal... i'm tearing my hair out...

Having previously worked in BO support I'd like to think that I have a pretty good idea of how to use a support search site.... but this is appalling.

And as other posts have mentioned, the login nonsense is more hassle.
I know you can setup single sign on.... but when you've got 100+ people in your company who use the support site it starts to get tiresome having to set them all up..........

I could continue this rant...... but I need to carry on fighting with the Portal to sort out a DI issue icon_sad.gif
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Satyaa
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Joined: 02 Apr 2008

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PostPosted: Wed Jul 09, 2008 3:45 am 
Post subject: Re: The SAP support portal.....

Yes, This is really frustrating to use SAP support Portal. previosuly,it was quite easy to get an help on any topic.

Now. mad.gif .

Regards,

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satya.
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Jansi
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PostPosted: Wed Jul 09, 2008 4:02 am 
Post subject: Re: The SAP support portal.....

They too need a change it seems icon_rolleyes.gif
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bgray
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Joined: 22 Jun 2005
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Location: Derry, NH


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PostPosted: Wed Jul 09, 2008 9:15 am 
Post subject: Re: The SAP support portal.....

Still haven't even been provided new logins, so we have zero access!!
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bdouglas
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Joined: 29 Aug 2002

Posts: 2841
Location: dayton, OH


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PostPosted: Wed Jul 09, 2008 9:37 am 
Post subject: Re: The SAP support portal.....

I got the new ID / password, but I still can't get in... I don't know my system id, license key (another one), and my shoe-size in millimeters...

I've been on hold, exactly an hour now, and I'm emailing a support contact directly to see if I can get a case opened (and not lose the chance to start a pilot next week).

I would love a bagel, but I'm afraid to leave my desk per chance someone will pick up the phone and end this horrible 2 song loop of hold music.

Not. Excited.

B.


* The support manager DID email me, so I have to give them credit behind the scenes for being responsive. I hope I get used to this new interface enough to work again....
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Konni
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Joined: 28 Apr 2004

Posts: 3
Location: Midwest Region, USA


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PostPosted: Wed Jul 09, 2008 10:30 am 
Post subject: Re: The SAP support portal.....

This portal migration seems to be a typical migration of theirs. This is the 3rd CRM change in the last 4-5 years. Each time it takes months for users to be able to access the case logs. Its their way to reduce the case load.

Seeing the SAP logo all over the web screens and Business Objects is just a title shows that their independent identity is being taken away. flush.gif

It seems that BO has forgotten the fact that our support maintenance contract pays for the support services and system to be available. Maybe we should be asking our SAP/BO Sales rep or our BO Maintenance coordinators for a refund for lack of services.

By the way, nopity.gif the Knowledge base is now behind locked doors, and you the new super admins to their site have a new workload to tell your boss about. Each person that wants to use the KB will require a login.

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bdouglas
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Location: dayton, OH


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PostPosted: Wed Jul 09, 2008 10:34 am 
Post subject: Re: The SAP support portal.....

I really like how all the screens don't match the guided tour. I went thru that, trying to figure out how to add my software (not preloaded) to the system so I could eventually enter my cases.

I'm going out w/ XI3 next week in a controlled rollout, but this makes it feel much less controlled.

B.

Oh yeah, there needs to be a little more information and choices on each screen - I almost found what I was looking for a minute ago. boxing_smiley.gif
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richardcottave
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Joined: 30 Mar 2006

Posts: 305



PostPosted: Wed Jul 09, 2008 10:51 am 
Post subject: Re: The SAP support portal.....

Also many of the BO PDF docs have links in them. Many are still pointing back to the old BO support site. Then you must go and manually find the doc in the SAP site.
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annewilkinson
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Joined: 13 Jun 2006

Posts: 30
Location: Peterborough, England


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PostPosted: Wed Jul 09, 2008 10:55 am 
Post subject: Re: The SAP support portal.....

bgray wrote:
Still haven't even been provided new logins, so we have zero access!!


Ditto!!! Been trying to log a call for 3 days now and they just say the new codes are "in the post" - oh and supposedly been sent by email too but no one has received anything!

We pay a shed load of money for support and then can't log a call when we need to!

Not impressed! cuss.gif
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Reporter Bloke
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Joined: 20 May 2004

Posts: 190
Location: UK


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PostPosted: Wed Jul 09, 2008 11:09 am 
Post subject: Re: The SAP support portal.....

Just wait til you all get into the system....

The search engine is bloody awful, on the BO site I could type something like "Xcelsius unable to create blank document" and get a decent number of results....

In SAP..... bugger all.
I've tried changing all the search options ...AND // OR and god knows what else they have.... nothing.

It's awful.
As for setting user rights.... I make the changes and the next day the changes are lost.

I think the forums here will get busier as a result.
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jemarqu
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Joined: 15 Nov 2006

Posts: 63
Location: Long Beach, CA


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PostPosted: Wed Jul 09, 2008 11:10 am 
Post subject: Re: BO 'tech support' page is not working. WHY???

sfaridi wrote:
substring wrote:
gorthous, if you have an account manager, you should contact him/her first. He/she can speed things up for you.

I like to see their project plan for this migration, I have feeling it goes something like this
1. Turn off old application
2. Turn on new application
3. See who bitches.
4. think about migrating customers
5. start migration
6. See who bitches loudest
7. Manual migrate a handful customers at a time.
8. Let customer test the results
9. repeat in two years



I actually had a Customer service rep hang up on me yesterday.
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