SAP Note: 67739 - Priorities of problem messages

67739 - Priorities of problem messages


Solution
SAP has defined the priorities for problem messages as follows:

1. Very high:

           A message should be categorized with the priority "very high" if the problem has very serious consequences for normal business processes. Urgent work cannot be performed.  This is generally caused by the following circumstances:
                    A productive system is completely down.
                    The imminent system go-live or upgrade of a production system can't be completed.
                    The customer's core business processes are seriously affected.
                    And for each circumstance a workaround is not available.
           The message requires immediate processing because the malfunction may cause serious losses.
           In case of a go-live or upgrade, the reason to delay the go-live
       or upgrade must be one that would cause serious losses if not
       resolved before go-live.

2. High:

           A message should be categorized with the priority "high" if normal business processes are seriously affected. Necessary tasks cannot be performed. This is caused by incorrect or inoperable functions in the SAP system that are required immediately.
           The message is to be processed a quickly as possible as a continuing malfunction can seriously disrupt the entire productive business flow.

3. Medium:

           A message should be categorized with the priority "medium" if normal business processes are affected. The problem is caused by incorrect or inoperable functions in the SAP system.

4. Low:

           A message should be categorized with the priority "low" if the problem has little or no effect on normal business processes. The problem is caused by incorrect or inoperable functions in the SAP system that are not required daily, or are rarely used.



What the customer must do to ensure prompt processing of messages with the priority "very high":

• Remote access to the relevant system must be ensured.

• A contact person must be nominated for opening the system who must be

• available

• and can provide the required logon data.

• A contact person must be available to provide information about the problem.

• The problem should be described in as much detail as possible: The message should contain instructions about how to simulate the problem.

• To ensure 7x24 processing, the message must be written in English.

• Please ensure the contact information is correct and that the contact is available. If the contact person is unavailable the priority of the incident will be downgraded after two attempts to contact. In this scenario, further instructions on next steps will be provided as an external note in the incident.