If you are an SAP PartnerEdge Sell Gold/Silver (former VAR Delivered Support Partner) or an end customer of SAP and having issues creating an incident here are some checks that can quickly resolve the issue.
The Customer Incident Management (Partner) authorization is required to allow S-Users to create, edit, send, close, and view incidents in the SAP ONE Support Launchpad for the end customers being supported. Without this authorization, VAR-Delivered support VAR SAP Partner users cannot assist with incident management on behalf of their end customers.
You can check what authorizations you need and other frequently asked questions here.
The VAR SAP Partner needs to be designated on the end customer's installation number(s). You can confirm this by checking the ‘Supported By’ Partner for a given installation number.
The VAR SAP Partner can check Supported installations in My Landscape -Workplace
The end customers can check the Supported By column to see the VAR SAP Partner listed for each installation number in the Installation Management application.
This Knowledge Base Article will show you how to add or remove the VAR SAP Partner function for the end customer. Here is how to grant support authorization to a VAR SAP Partner
You can check out this article for more information on how the VAR SAP Partner Support functions work.
Other reasons why the end customer does not appear in the incident form.
- The end customer contracts no longer have an active maintenance agreement- Who is the SAP Account Manager for my company?
- The end customer does not have any active installations - 1850002 - Installation number missing in System Data, SSCR, License Keys, or when reporting an incid...
- The end customer installations do not have any systems created yet - https://launchpad.support.sap.com/#/notes/2513107
You can contact CIC for assistance if you need any further guidance. The Customer Interaction Center can be contacted by Phone , Expert Chat , and by email.
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