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Chapter 21: SAPNet–R/3 FrontendResearching a Problem with SAPNet-R/3If you have searched both the online documentation and SAP notes and not found theanswer to your question or problem, then submit a SAPNet message.The SAPNet message function does not replace consulting. Messages entered into SAPNetare for reporting and getting resolution on SAP problems or bugs. If a message isinterpreted as a request for consulting information, it will be returned to you, and you willbe advised to seek consulting assistance.Include as much information as possible in your message, so the SAPNet Hotlineconsultants will be able to best help you. Indicate where in the online documentation youhave searched and the individual SAP notes you have reviewed. Assign your message apriority from the following table below:PriorityVery HighHighMediumLowSituation In your production system, only for system or applicationshutdown In your nonproductive system, during a critical project phaseThese messages are reviewed by an Online Service System/SAPNetconsultant within 30 minutes of arrival. If the problem does not fallwithin the defined description for a “very high” priority problem,the priority is immediately reduced.Do not assign a message this priority if you cannot be available toreceive a call back from SAP. If SAP attempts to call you and youcannot be reached, your message may be downgraded.This priority is for situations when important applications orsubprograms fail in function, or for a system shutdown in anonproductive system.This priority is for errors with less serious consequences than theabove two cases, where the operation of the productive system isnot seriously affected.This priority is for minor errors, such as documentation errors,typographical mistakes, etc.Use care when assigning a priority to your message. If the problem does not meet the VeryHigh criteria, assigning the message this priority will not guarantee you a quicker responsetime.21–10Release 4.6A/B