Have you ever wondered what happens on the SAP Business One Support side once you send us your database upgrade incident?
In this article I outline the journey of a typical upgrade incident within SAP Business One Support, giving you a better understanding of the stages the incident goes through.
I will also focus on the importance of you providing that all important upgrade information to SAP Business One Support when submitting your incident.
It's pretty simple…it's all outlined for you to read in SAP Note 2380811 - Mandatory Information required for SAP Business One Upgrade Incident. Depending on the database upgrade you are doing, gather the information from this SAP Note and open a customer incident.
This get's a database upgrade incident off to a flying start! Make this SAP Note your first stop for database upgrade incidents.
When you send the necessary logs and relevant information from SAP Note 2380811 to SAP Business One Support, we start the initial analysis of the incident.
So how long does this take? When will you get a solution to your upgrade incident?
The time frame for a solution depends on several factors: database size, root cause of the issue, if there is a need for application code analysis, etc.
We cannot stress enough the importance of doing a test database upgrade prior to the live upgrade. A live upgrade of a customer database without testing is never recommended - so make life easier for you and your customer and test first!
I hope this article has given you a better understanding of what happens when you log a database upgrade incident with SAP Business One Support.
Source:https://www.linkedin.com/pulse/support-spotlight-journey-sap-business-one-database-upgrade-kennedy/