Who should I contact first?
There are many factors and providers taking part in your digital transformation and making your new system run smoothly. When something does not work as expected, it is important you know who to call first to get the help you need.
*Please provide Consensus SupportDesk with the contact information of your IT Services Provider or In-house IT Professional, as well as your Hosting Provider contact information when applicable by sending an email to support@consensusintl.com
A Vital Task: Backup & Recovery.
Backup copies of your database allow data to be restored from an earlier point in time to help the business recover from an unforeseen event. System crashes, human errors, cyber attacks and other disasters happen. With healthy backup management you will be able to restore operations and minimize damage.
Who is in charge/accountable for your Backup Management?
How often do you backup all critical information?
Are the backups stored offline?
Have you tested your ability to revert to backups during an incident?
How often do you clean your stored backups to ensure server performance?
Before contacting support: Self help tools
In this section we will talk about SAP self-service and online tools, including Google search, online and content sensitive help.
- On this screen you can a see an error message has been recorded to the log.
- You can right click and choose Search Online to automatically open a Google search for this error.
- On the Google search listings we can see the search is filtered to bring back results only from the SAP website.
- Here we can see that there is an existing entry related to this error message and that it has been answered by other users on the SAP help website.
- Back on the Business One client we can click on Help, Support Desk, and find the Support Desk Launchpad and Note Search. In here we can search for SAP Catalog issues related to SAP Business One. We also have the SAP Portal, SAP Business One Support and SAP Business One training links.
- Under Documentation we have the Online Help, the Context Help which includes detailed documentation of most Business One modules.
How to contact support. Reporting an incident.
- To open a support request, browse the Consensus Support website
- On this page login with your credentials and click on Login
- Now click on Submit Request
- Click on Request and finally on New Request
- Fill out all the required fields, including the subject and the description. Be sure to include a full screen image here so the support team can see the error you are reporting along with your previously generated recording zip file. The more information you provide to support in your initial report, the less time you will be waiting for a resolution.
- Your new and existing request can then be seen on the request tab of the support portal. This rea includes important information including the status of the request, and which technician it is currently assigned to.
Support Ticket Best Practices
Report a problem tool (Available in SAP Business One Version 9.3 or newer versions)
On SAP Business One version 9.3 the built in Report a Problem Tool under the help menu can help you gather the required information.
- Click on Help, then on Support Desk and finally click on Report a Problem. Existing recordings will pop-up.
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- On this screen, click on Report New.
- Give the new recoding a name. When you are ready please check the two optional boxes and click Record.
- Reproduce your scenario while the recording is active and then return to the recording screen to end the recording clicking on Finish.
- Click on Show Recording in Folder to retrieve the generated zip file and provide this to support.
How to check the status of your Support request
How to use Teamviewer
TeamViewer is one of the remote support tools used by Consensus to assist you with support requests.
- You can browse in the internet for the website Teamviewer.com
- Scroll down to TeamViewer QuickSupport and click on the Download button
- Once it downloads click run
- The tool will run on your machine and generate an ID and password for you to provide to support. With this information the technician temporarily connect to your machine and view your shared screen
Service agreements (SLA)
To answer the tickets these are the priority levels:
+ week days only
TRI – time of response
TMP – Maximum time for processing
TMR – Maximum time of revision and tests
TAS – Maximum time for attention/remote sessions
*HIGH: 1,2
MEDIUM: 3
LOW: 4
