To start, we need to understand that there are differences between support, consulting, teaching and community forums. Each of these is a distinct facet of software work experience. In a nut shell, support of Crystal Reports, RAS and Business Objects Enterprise SDKs extends to helping or showing how to accomplish a specific task. Support will not debug applications, or write applications. Nor will support teach basic or advanced development skills. Those facets are better served by other groups. Consulting can be obtained through SAP Services. Training is available through the SAP Education organization.
Second, there are two ways for developers using Crystal Reports or RAS or Business Objects Enterprise SDKs to obtain help with their applications; Community Forums and Phone.
The SAP Community Forums are a free service provided for SAP customers. The forums are intended to be a place for the SAP user community to request help and advice, and to share knowledge, expertise and resources. While some members of SAP support teams may participate in these community forums, there is no guarantee that a response will be provided or that it will be provided in a timely manner or even that the response will be accurate.
Note that the forums are divided into what I would call distinct sections and subsections. Each subsection has a header describing what products that particular subsection is responsible for. As an example the .NET Development - Crystal Reports forum header specifies the following:
1) Upgrading of COM ASP applications from XI R2 to XI 3.1as COM ASP is no longer supported in XI 3.1.
2) Issues with Crystal Reports XI release 2 (11.5) in VS .NET 2008. CR 11.5 is not supported in .NET 2008, only CR 10.5 and CR 2008 are.
3) Issues with out of support versions of Crystal Reports and Business Objects Enterprise. However, note that you can still post your queries regarding out of support products to the forums. I still see queries regarding CR 8.5 or more rarely even earlier versions of CR. Obviously, answers may be hard to come by, but we will certainly try.
Forums are a great place to exchange information, supply links to resources and provide support for issue that are not too complex. My rule of thumb is; once the thread goes over one page, it is probably time to consider phone support. This may happen with complex issues, issues that are difficult to explain, instances where language starts to become a barrier and other. E.g.; there may come a point when you are asked to consider creating a phone case.
Note that it is not possible to attach sample applications, logs, reports or any other files to forum posts. This is be design. Typically, if any files need to be shared you will have to create a phone case (see bellow). Occasionally, we will offer to contact the author of a thread over email so that files can be exchanged. This is at the discretion of the support technician and will depend on;
a) Time availability as phone case do take precedence.
b) Anticipated time commitment to reproduce the issue. Speaking for my self. If an issue reported on the forums will take more than about 15 to 20 minutes to reproduce I will probably not have the time to pursue it and a phone case will have to be created so that a dedicated technician can work it.
c) Support Technician's skill level
d) Support Technician's "passion" for the issue. As bad as it sounds, given two issues on the forums to look into more closely, I'll pick the one closer to my heart, what ever that may be. Note that I do not have that choice with phone support...
e) Support Technician's schedule. Upcoming training, vacations, etc., will come into the decision making process.
f) Rapport. Believe it or not, demanding exchange of files, inappropriate language, etc., will more than likely not skew the technician to go above and beyond the regular limits of what the forums have been designed for. Keeping communications friendly and / or professional is always more appreciated and conducive to more effort than rants and raves...
and more.
.NET SDK Application Development
Java SDK Application Development
SAP BusinessObjects BI Legacy Products
SAP Crystal Reports, version for Visual Studio
SAP Crystal Reports, version for Eclipse
SAP Crystal Reports - Legacy SDKs
Business Objects Enterprise users will typically have a support contract and are able to create phone cases at will. Posting a query to the forums is useful if time is not of the essence or if the query is regarding location of resources or simple programming concepts. Those with only a Crystal Reports installs typically do not have unlimited phone support contract available to them. However a single phone support incident / case can be obtained at this link. Remember if your issue turns out to be something requiring a fix, you will be refunded your phone case.
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