The priority definitions for SAP Business ByDesign are as follows.
Although the framework for incident priority assessments is generic, our Support Engineers will always discuss critical situations with customers or partners to understand the impact a given issue has on customers’ or partners’ business.
The below examples can be referred to when choosing the priority Very High
Critical/ Very High Priority Overall
- The issue is impacting all users
- No workarounds are available
- Issue occurs in Productive system
- Not able to perform transaction which is required immediately.
- Go live is planned in less than 3 working days and the issue is a showstopper.
- Regression issue due to an upgrade
- Issue is having high Financials Impact
- The production system is not accessible
Core Functionalities -: Supply Chain Management, Supplier Relationship Management, Customer Relationship Management, Projects, Financials.
SCM, SRM & Projects
- Not able to release customer demand, Outbound delivery
- Not able to create delivery proposals.
- Not able to confirm count tasks.
- Issues related to Site Activation.
- Not able to release planning proposals, Supplier invoices.
- 3PL Outbound delivery execution Request issues.
- Not able to generate Customer Invoices due to Process Communication error btw Sales Order and Invoices.
- Not able to send Purchase order to suppliers.
- Approval of Purchase orders.
- GSR creation issues.
- Time recording for project tasks.
- Project Invoice request creation issues.
- Approval for time recording issues.
CRM
- Not able to Print Invoices
- Not able to generate sales documents or leads, opportunity, quote, sales order, service order, contract, return and invoice request
- Not able to process credit memo
- Inconsistent invoice or invoice requests
- Not able to generate Customer Invoices due to Process Communication error btw Sales Order and Invoices.
- Usage of EDI to exchange the date btw BYD and 3rd party system, but the XML sent from BYD contains wrong data in all cases
- In web service scenario, sales documents created in ByDesign is different than the original XML request and is not possible to change it from frontend.
Financials
- Not able to file Tax Return
- Payment file is getting rejected from the processing House Bank where the file format is standard and correct
- The Revenue Recognition Log shows error or warning messages which cannot be explained and cannot be resolved in the application
- Bank Advice is not being shown on new Bank Statement
- Closing Impacted: Cannot reverse Foreign Currency
- Not able to perform Balance Carry Forward Run
- Invoice not available in Customer Account Monitor
- Cannot Post Bank Statement
- Unexpected amounts recognized during revenue recognition.
Organizational Management & Business Partner
- The issue is impacting all users
- No workarounds are available
- Issue occurs in Productive system
- Not able to perform transaction which is required immediately.
- Go live is planned in less than 3 working days and the issue is a showstopper.
- Regression issue due to an upgrade
- Issue is having high Financials Impact
- Unable to Activate Organizational Structure
- Dump while accessing Organizational Unit , Products & Services
- Unable to create Materials and Services with the expected ID
- Activated Profit Center, Cost Center or Company missing in other Business transactions documents.
Migration
- Unable to migrate data into the system (valuation failed, simulation failed and import failed)
- Extension fields and PDI fields missing in the migration template (migration and MDM)
- Exported template doesn’t have the values.
HCM
- The issue is impacting all users
- No workarounds are available
- Issue occurs in Productive system
- Not able to perform transaction which is required immediately.
- Go live is planned in less than 3 working days and the issue is a showstopper.
- Regression issue due to an upgrade
- Issue is having high Financials Impact
- Unable to release or create time sheet
- Approval for Time recording or leave request goes to wrong manager
- Unable to Hire an Employee.
- Incomplete timesheet entry
Analytics
- Standard reports does not show correct results
- OLAP issues during the runtime execution of standard report
- Reports are not visible in the frontend
- Data shown in reports are not in sync with the master data
- Several reports throw an error in the UI
- End user(s) is/are not able to see reports
- Standard Financials reports does not bring data
- Error messages or dumps, which prevents the standard report from loading.
Mobility and UI Framework
- Not able to print documents, Send documents via emails.
- KUT adaptation not working.
- Extension fields missing/ import-export layout issues.
- Tax data/ customer data missing in forms.
- Front-end / backend exceptions related to UI in HTML5 / SL.
- UI Exceptions in custom view.
- Repository activation issues.
- Functionality not working in Custom views as expected (ex: Unable to open document / Save document etc.)
- Not able to create / release output documents.
- Adobe server / e-mail server issues.
Partner Development Infrastructure
- Unable to activate Solution/ Download Solution
- Lifecycle management Issues
- Unable to release Sales Order/Close Fiscal Year
- Solution is Locked by Support user/ Business user
- Not able to download Studio
- Not able to log-in to Studio