How to get a quick response from SAP OSS?

• If you are still dealing with on old SAP version then tell them it's affecting your plan to upgrade or eSOA transformation planned for 2012 :). A 'High' priority call for an old version does not carry same weight as it does for a new version. Thumb rule is that any SAP ERP version having characters [ e.g. B, C, D etc. ] should be considered dead and should not be treated.

• Take a look at one of the SAP OSS Notes and prepare a very similar document [ except the OSS Note Number, that will be generated for you by OSS later ]. The document should clearly indicate the problem, prerequisite, version affected, scenario and of course a hint on correction required :). Make sure that no custom scenario/code is mentioned in the problem description. It means you should first be able to replicate the problem in a SAP standard scenario. If relevant, provide the information on which lines they should put the break-point along with the test data.

I wonder why SAP does not have a Big Switch to On/Off all custom code enhancements. For urgent situations, it can be really useful in establishing whether the problem is due to custom code or SAP standard. [ Deactivating specific BADIs and enhancements is OK but there is no Big Switch ]

• Assign correct component responsible for the issue. In case you've found the exact problem in the code then check the component of that particular package. For example, if you are facing an issue with file download in one of the FI transactions that does not essentially mean it belongs to FI area. You may find that issue is due to Unicode or GUI related functions hence the component should be selected accordingly.

• Remember that initially the message might get assigned to junior consultants. Their aim is to buy some time till an experienced consultant can have a look. At first stage, be prepared to get some not so perfect workarounds or even wrong suggestions. Your aim should be to counter incorrect suggestions and get your message assigned to a senior consultant, unless you want to get caught into a chain of OSS Notes and correction programs.

• Always be ready with the system open for SAP to check even if you have replicated the problem for a standard scenario, they will check it on your system.

• Understand that there are some good/practical reasons why SAP OSS does not work the way you think they should.

All said and done, I've high regards for SAP OSS as a SAP knowledge warehouse. There is a wealth of information, enough to resolve most of your SAP related issues. I use SAP OSS, not just to find corrections for the problems with SAP standard, but also while preparing my own custom solutions. There is good chance that the kind of solution you want to implement, the technical aspects of the solution might well have been used in a standard SAP solution.

If you know how to search for technical stuff, in other words, you don't have to feel lucky to find something relevant then SAP OSS is a very useful resource for learning, customising solutions and resolving bugs. You can use SAP OSS to find relevant APIs, application/config details, Guides, correction programs, code-snippets [ to decide an exact position for break-points rather than debugging a complete SAP application ].

Comments on your experience with SAP OSS will be appreciated.