SAP Services & Support Desk

Document Title: SAP Portal Help Manual

Version: 1.0

Prepared By Reviewed by Approved by

Shubham Kiyawat /
Amit Kumar Bhatt Harish Kumar Malani
Vikesh Kumar

Issued By Issue Date Reason for Issue

Harish Kumar Malani 18 Nov 2008 Operational Guidelines

Confidentiality Agreement: This document is intended for the internal use of Reliance ADAG Personnel only. The recipient should ensure that
this document is not deconstructed, reproduced or circulated without the prior approval of the document owner.
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TABLE OF CONTENTS

1. Introduction................................................................................................................. 3

2. User Registration on Portal......................................................................................... 5

3. New SAP ID Creation ................................................................................................. 8

4. User Access Management........................................................................................ 13

5. Issue Management ................................................................................................... 17

6. Training Management............................................................................................... 21

7. Knowledge Bank....................................................................................................... 22

8. Miscellaneous ........................................................................................................... 24

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1. Introduction

SAP Services & Support Desk Management portal is devised to help various SAP business users to
perform their functions in SAP R/3 system smoothly and easily, by providing them facility to

a. Obtain their SAP User ID

b. Obtain necessary role based rights for performing their functions in SAP
c. Log, track and get resolution of issues - through Issue Management System.
d. Refer to FAQs, User Manuals through Knowledge Bank segment, for better performance
e. Improve their knowledge through Training Management on a time-bound manner.

To access the portal, the following URL is to be typed in the Internet Explorer Address Bar

http://rcomsap.relianceada.com

Once the user presses ‘Enter’ in the keyboard, he/she will be taken to the next screen

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Here six segments are provided for user to get maximum benefit of the portal. These are mentioned below:-

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2. User registration on Portal

Users can register on the portal by clicking on . User will be taken to the Registration
Form Screen as given below:-

Fields that are marked as *, are mandatory fields, if not filled, the registration will not be completed.

In the Registration Form, under Employee Details, the user has to select the appropriate Type of
Employment ::

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Similarly, the user has to select the appropriate SAP Server in which he/she already has SAP User ID,
from the SAP ID Dropdown list as given below. Incase the user does not have any SAP User ID, this detail
may be skipped.

The user should also fill the HOD details as required in the above screen. The fields provided are simple
and are self-explanatory.

If at any point, a mistake is made and there is a need to cancel the entries made in the fields, click on
and the fields will become blank so as to enable data entry afresh.

Once all the required details have been filled in, click the button. The following
message will appear:

Check mail for User name & Password.

After receiving the mail, user can sign in by entering User Name and Password in the segment given below
and clicking on

When the User Name and Password is entered for the first time, the system will ask the user to change the
password through this screen shown below:

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Once the user changes the password and presses the button, he/she will be taken to the Home
page.

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3. New SAP ID Creation

For new users who want SAP ID to be created, login into the portal with provided User name &
Password. Following screen will appear.

Click on New SAP ID Creation segment:

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Following screen will appear:

The user should fill all the necessary information as shown in the screen below (for example) :-

When user clicks on button, the following message will appear :-

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In the above screen, on the left hand side below the SAP Services segment, the
option is available. Upon clicking on option, the following screen will appear where
user can check the status of the request.

HOD approval:

A mail will be sent to the user’s HOD for approval of the user’s request, as shown below : -

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HOD can approve, reject or sent back to user using link which is provided in mail.

To approve the request, HOD has to click on .

Status at User End:

The request status can be checked by the user, any time, by clicking on option as
described earlier.

Status is changed to : -

Once the user’s request is assigned to the support staff, then status is changed as ‘Admin Assigned’

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Status is changed to

Once SAP ID is created, the status will be changed to ‘Closed’.

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4. User Access Management

New or existing users wishing to place request for getting role-based rights (transaction codes) as per their
function in SAP, should click on User Access Management segment :-

The following screen will appear :-

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The user should fill up the necessary information that is shown in the following screen :-

On clicking button, the following message will appear:

In the above screen, on the left hand side below the SAP Services segment, the
option will be available. Upon clicking the option, the following screen will appear
where user can check the status of the request.

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HOD approval:

A mail will be sent to the user’s HOD for approval of the request, as shown below :-

HOD can approve, reject or sent back to user using the link which is provided in mail.

To approve the request, HOD has to click on .

User request for New Authorization Request
AG00018
Has been approved successfully

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Status at User End:

The request status can be checked by the user any time, by clicking on option as
described earlier.

Status is changed to :-

User can check the status of the request by clicking on . Following screen will
appear :-

When the Support Desk finds the AG request, they will verify the AGs and send to the Basis Team for
attachment. Following screen will appear :-

Basis team will attach the AGs. The status will be changed to ‘Closed’.

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5. Issue Management

All SAP Users are to log their SAP issues, in the Support Desk through the Portal. Issue Management has
three options : -

• Issue Status List

• Create Issue
• Solved Issues

To log an Issue, after signing in, please click on the Issue Management segment and the following screen
will appear:

In the above screen, on the left hand side below the SAP Services segment, three options are available:-

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Option 1 used for viewing Issues already logged

Option 2 used for logging new issues
Option 3 used for viewing solved issues

The table will not list any issues for the first time, as no issues have been logged yet. Once issues are
logged through ‘Create Issue’ option, the same will be displayed.

Creating New Issue

Upon clicking on user will be taken to the next screen as shown below :-

The user’s Name, Employee ID, Contact Number, Email ID, HOD Name, HOD Email ID gets filled by
default as shown above.

The following fields are to be filled by user, as explained below:-

1. Company Code : 4-digit alphanumeric code as applicable

2. Plant : 4-digit alphanumeric code as applicable
3. Server Name : Choose from the option given

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1. Module : User should choose from the options given (depends on issue)

2. Priority : User may prioritize the issue as per option given below

(This may be changed by the Module administrator

after interaction and analysis, if necessary)

3. Details for Issue : User should fill the text box with a brief description of the issue.

4. File upload option : This option is provided for the user for attaching any file containing
screenshots of process or any other attachment that may help in
clearly stating the issue (The file size cannot exceed 5 MB)

5. Submit : After entering all the above details, user can log the issue to the

SAP Support desk by clicking on button

6. Cancel : In case the user wants to cancel the input details entered, he/she
should click on button, so that the details can be
entered afresh.

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Once user clicks on Submit button, following system message will be displayed :-

An auto generated issue id is displayed as given above

User is to refer to this Issue ID for enquiring on the status of the logged issue for all purposes in
future.

How to view the issues logged by a user?

After signing in, when user clicks on he/she will be taken to the screen shown below which
will list out all the issues raised by user other than solved issues

The above list will give a clear idea of the issues logged. For eg., in the above case, two issues are not
assigned and one issue is assigned. The person to whom the issue is assigned is also reflected in the
‘Assign To’ column

Apart from containing the details entered by the user, it will also contain the following important information

1. Assignment of Issue
2. Issue log date and time
3. Issue latest status
4. Issue Escalation Button provided for escalation (if required)

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6. Training Management

Users can now nominate themselves for training on the basis of their role / profile in SAP module / sub-
module / business process wise. This Option is currently under construction and will be available very
shortly

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7. Knowledge Bank
SAP Users can now read User Manuals and FAQs pertaining to SAP business transactions performed by
them, through this portal. This is aimed to self train the end users on the correct procedures and process in
using SAP for carrying out their daily business functions.

Upon clicking on Knowledge Bank segment, the following screen will appear :-

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Click on any process document as shown in the right side of the screen (for example Material Management)
Following screen will appear :-

In the above screen user can click on the material management related process.
Click on any process, for example, GRN Process and the following screen will appear :-

In the above screen please click on link

The required document will be available in Display mode.

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8. Miscellaneous
Link for some of the specific information is provided in the home page of the portal. These are:

• SAP Operation Team’s Contact Matrix

• SAP Master Guardian’s Contact Matrix
• Portal – User Manual

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