Raising a ticket with Fieldglass (CBA)
Use this solution article if you are experiencing ongoing/major issues with Fieldglass (CBA).
Contents
- When to raise a ticket
- Step by step process
- Escalation point
Article
When do you raise a ticket with Fieldglass?
Raising a ticket should be used as a last resort once all other avenues have been exhausted. If you are unsure what else could be done to resolve the issue before raising a ticket speak with your senior or leader.
How do you raise a ticket with Fieldglass?
- Gather evidence and information for issue being raised
- Send email to fieldglasshelp@sap.com with the following information:
-
Client Code: e.g. CBA
- Environment:
- Severity:
- Contact Name / Phone number:
- Affected User Username / Work Order ID (if different from submitter:
- Description of the Issue:
-
Business Impact/Deadlines: e.g. contractor will not receive payment on time
- Add your details to the email for reference:
My details if needed:
1. First and last name:
2. Company: e.g. I am staffing company
3. Your call back phone number: 0290488991
4. SAP Fieldglass username:
- Attach screenshot of error to email
Escalation point
Reply to the ticket raised and ask for the team to escalate to the highest level, copying in: valentina.kitanovic@sap.com.