Opening a case for the SAP Concur NetSuite Connector Team
The Authorized Support Contact of the company should create a support case containing the following attributes. The case will bypass the triage process and will be automatically directed to the proper queue to be assigned to the consultant.
To log the case please follow the steps below:
- Log into Concur
- Click the Help link
- Click on Contact Support
- Click on Create a Case
- Fill in the fields:
- Topic: Select Expense/ Invoice from the drop-down menu
- Case type: Select the appropriate case type Integration – Packaged Connector
- Subject: Treat this like the subject of an email message, sum up your issue as briefly as possible
- Urgency (Customer Assessment): Select the urgency depending on the issue from 1 to 4. (1= Urgency High and 4 = Urgency Low)
- Very High: Core Service is completely down
- High: Business Processes are seriously disrupted
- Medium: Business Processes are affected
- Low: Little or no effect on business process (happening to one or two users)
- Description: Your description should be as detailed as possible and include relevant issue information, along with any details you may consider beneficial
- Assistance needed with: select from the drop down the value that applies best to your issue
- Case region: The value selected here will determine what regional SAP Concur Support team will be handling the case
- Enter additional Email addresses so that other individuals interested in the case issue resolution receive automatic updates on the case during the investigation
- After filling in the mandatory fields Click Submit or Submit with Attachments if you are adding documentation or Screenshots, this will generate a new case number for the issue reported
Please watch this video for additional help on how to create a case using the SAP Concur Support Portal: (this I found in the Community)
https://community.concur.com/t5/Files-Links-and-Resources/Creating-a-Case-as-an-Authorized-Support-C...
