What’s New on the SAP Support Portal
Navigation Updates
Slight adjustments have been made to the top level navigation structure of the SAP Support Portal. These
updates will allow any SAP customer to access specific tasks quickly and easily. The SAP Solution Manager
section is more prominent, and the Cloud Status Dashboard can be found under the Knowledge Base &
Incidents section or in the SAP ONE Support launchpad.
Search
On the home page of the SAP Support Portal, the search area remains prominent. An additional option is
available for SuccessFactors customers. If you are an on-premise SAP customer, you can preview this
search.
Upon clicking the Try out our new HANA Search link, you will be redirected to the SAP ONE Support
launchpad in a new browser window. The ONE Support launchpad is live for SuccessFactors starting March
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30 . All other users are welcome to take a preview.
The launchpad is accessed using the same login credentials that you use on the SAP Support Portal. If you
have the SAP Passport installed, you will be logged in automatically. If you don’t, you will be prompted to
enter your S-user ID and password. The search is available at the top of the launchpad.
NOTE: to install the SAP Passport, check
here
Click your mouse in the search box, and begin typing your keyword. Recent results, search terms, and top
searches will be displayed.
As you begin to enter your search criteria, suggestions will be shown below.
Click enter on your keyboard to show all results of your search term, or select one of the populated
suggestions.
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Search occurs over multiple areas and repositories. Notes and Knowledge Base Articles, your company’s
Installations, your company’s systems, your company’s S-users, SCN forums, and the SuccessFactors
community. Simply click on the icon at the top of the search screen to filter on each of those areas.
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NOTE: Sybase solved cases are not in the HANA search as of March 30 . They will be added in a future
release.
When you click on a note or KBA, the article is displayed inside the launchpad.
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Click the arrow in the upper left to go back to your previous search results.
Home page
The right hand side of the home page has been updated to provide you with quick access to the New to
Support area, Notifications, and Communities.
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Contact Us
Need to contact support? Have a non-technical question? Want to let us know about a missing link? Utilize
the Contact Us link. This is found on the right hand side of every page in the SAP Support Portal, making it
easy for you to connect with us.
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Simply click on the Contact Us icon, and choose from one of the options listed.
SAP ONE Support launchpad
The SAP ONE Support launchpad provides a user-centric entry point for all SAP Customers and Partners.
With the usage of SAP Fiori, the SAP ONE Support launchpad provides a state-of-the-art and intuitive user
interaction model enabling the user to accomplish his/her service related tasks with ease and efficiency.
Customers can access the launchpad from the tile on the home page of the SAP Support Portal. Your Suser ID login credentials are the same for the launchpad. Depending upon your S-user ID authorizations,
not all tiles will be available or visible for you to use.
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To customize your tile view, click the hamburger icon in the upper left.
If a tile is available for you to select or remove, you will see a minus or plus sign next to it. To remove from
your view, click the minus sign. To add to your view, click the plus sign.
If it is grayed out, then your S-user ID does not have authorizations for that tile.
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Clicking on the tile opens a popup, which allows you to select and contact one of your company’s
administrators by email to request the authorization. You can also click on your name in the upper right, and
then select My Super Admins.
At any point, you can always go back to the home screen of the launchpad by clicking on the home icon in
the upper left.
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