Escalating tickets to the ITAS Business Services Teams

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)