2022-11-22

Incident: 395574 / 2022 - CityEdge | VAR Service desk go

live
ID 002075129500003955742022
Customer 1854878 - City Edge Developments
Installation 0021226821 - S/4HANA ON PREMISE
System CAD - cityedge dev
Component Support Applications (XX-SER-SAPSMP-SUP)
Status Confirmed Automatically
Priority Medium

Communication
01.06.2022 17:48:42 CET - Info for SAP: Mohamed Shaher (S0021999854)

SY-SYSID ............... CAD

SY-MANDT ............... 000

Installation number .... 0021226821

System type ............ Development System

SAP version

Database ...............

Database Server
Vendor .................
Name ...................
IP address .............
Type ...................
CPU type ...............
Operating system .......

Message Server
Vendor .................
Name ...................
IP address .............
Type ...................
CPU type ...............
Operating system .......

Software Component/Release/Support Package Level

01.06.2022 17:48:43 CET - Problem Description: Mohamed Shaher (S0021999854)

© 2022 SAP SE or an SAP affiliate company. All rights reserved 1 of 5

2022-11-22
Hello Team,

Please block the creation of incidents for the below VAR supported customer:

- Customer Name/number: City Edge Developments/1854878

- Partner name/number: SOLEX LLC/1857702

- Go-live of VAR Service Desk for your maintenance customers: 15 June 2022.

- Block incident creation in SAP ONE Support Launchpad for all customers? Yes for the mentioned customer here

- Partner URL link: we are using another tool as a our CRM so there is no need to publish our URL outside our network

01.06.2022 17:49:58 CET - Info for SAP: Mohamed Shaher (S0021999854)

Hello Team,

Please block the creation of incidents for the below VAR supported customer:

- Customer Name/number: City Edge Developments/1854878

- Partner name/number: SOLEX LLC/1857702

- Go-live of VAR Service Desk for your maintenance customers: 15 June 2022.

- Block incident creation in SAP ONE Support Launchpad for all customers? Yes for the mentioned customer here

- Partner URL link: we are using another tool as a our CRM so there is no need to publish our URL outside our network

03.06.2022 00:55:14 CET - Info for Customer: SAP

Hello,

Please refer to 3030436 - How to submit a VAR Service Desk Go-Live Request - SAP ONE Support
Launchpad

We can't turn this on for only one customer it has to be for all your customers.

• When block is turned on, VAR is responsible for incident processing within the VAR Solution Manager
system for all end customers of their VAR

© 2022 SAP SE or an SAP affiliate company. All rights reserved 2 of 5

2022-11-22

Please let me know if you want to move forward with all your customers.

Thank you,
Tammy

SAP Product Support

03.06.2022 00:55:20 CET - Info for Customer: SAP

This case is supported by a VAR partner and has been evaluated in accordance with KBA 2144008.

09.06.2022 23:59:34 CET - Info for SAP: Mohamed Shaher (S0021999854)

Dear Team ,
Kindly note that ,you have already block the creation of incidents for one of my customers Detco customer as shown in
attached file.
please we need to block the creation of incidents for below VAR supported customer urgently ,like the previous
customer (Detco customer)
This data was collected based on SAP note 1285423
- Customer Name/number: City Edge Developments/1854878
- Partner name/number: SOLEX LLC/1857702
- Go-live of VAR Service Desk for your maintenance customers: 15 June 2022 . (ISA)
- Block incident creation in SAP ONE Support Launchpad for all customers? Yes for the mentioned customer here
- Partner URL link: we are using another tool as a our CRM so there is no need to publish our URL outside our network
Thanks.

10.06.2022 20:01:09 CET - Info for Customer: SAP

Hello,

We can't block just one customer it has to be set to all and we would need a URL. Refer to KBA

3030436 - How to submit a VAR Service Desk Go-Live Request - SAP ONE Support Launchpad

Kind Regards,

Tammy

© 2022 SAP SE or an SAP affiliate company. All rights reserved 3 of 5

2022-11-22

SAP Product Support

Contacts

Secondary
Role Name Time Zone Primary Phone E-Mail
Phone

Mohamed muhamedshaher9@g
Reporter UTC+00 +20-
Shaher mail.com

KBA/SAP Notes

KBA/SAP Note Number Note Text

2144008 SAP VAR Partner Support Obligations

How to submit a VAR Service Desk Go-Live Request -

3030436
SAP ONE Support Launchpad

Action Log

Changed On Changed At Changed By Action Old Value New Value

Solution
XX-SER-
Wednesday manager
17:50:00 CET Component SAPSMP-SU
01.06.2022 technical use ---
P
TECH-U

Solution
0020751295
manager
17:50:00 CET Incident created 0000395574
technical use ---
2022
TECH-U

Solution
manager
17:50:00 CET Status Not Sent to SAP Sent to SAP
technical use ---
TECH-U

Thursday In Processing by
22:28:47 CET SAP Status Sent to SAP
02.06.2022 SAP

Friday In Processing by
00:59:55 CET SAP Status Customer Action
03.06.2022 SAP

SAP Note
00:59:55 CET SAP 2144008
add./rem.

SAP Note
00:59:55 CET SAP 3030436
add./rem.

© 2022 SAP SE or an SAP affiliate company. All rights reserved 4 of 5

2022-11-22
Memo/Text Info for
00:59:55 CET SAP
changed Customer

Memo/Text Info for

00:59:55 CET SAP
changed Customer

Solution
Friday manager
00:03:49 CET Status Customer Action Sent to SAP
10.06.2022 technical use ---
TECH-U

Solution
manager Memo/Text
00:03:49 CET Info for SAP
technical use --- changed
TECH-U

Solution
manager Memo/Text
00:03:49 CET Info for SAP
technical use --- changed
TECH-U

20:01:14 CET SAP Status Sent to SAP Customer Action

Memo/Text Info for

20:01:14 CET SAP
changed Customer

Monday Confirmed
03:58:32 CET SAP Status Customer Action
11.07.2022 Automatically

© 2022 SAP SE or an SAP affiliate company. All rights reserved 5 of 5