It is important to collect the following information from a customer prior to submitting a ticket to any of the ITAS Business Services teams (ITAS_BS_SUPPORT). This information should be clearly documented in the Tech Notes field.
- Capture a screenshot of the error and include the entire browser window, as this can provide additional information.
- Determine if the customer is working in the browser window or in the SAP GUI. If in the browser, be sure to capture what browser and the version.
- Ask for the date and time of the error so that BS_SUPPORT can see if any log entries were recorded.
- Ask when and if this application has worked for the customer in the past.
- Ask if the customer has recently been upgraded, had their computer re-imaged or if anything new has been installed.
- Ask for the exact steps the customer took (example: Launched the Portal, navigated to Employee Self-Service -> Personal Information -> Personal Data, got the error shown in the screenshot)
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