Best Practices When Logging a Support Ticket

Issue Description

• Write a clear, concise subject line that summarises the problem (e.g., "SAP B1 – Sales Order posting error – Error Code 1234")
• Describe the issue in plain language, avoiding vague terms like "it's broken" or "not working"
• State what you were trying to do when the issue occurred (e.g., "I was trying to post an AR Invoice for customer X")

Steps to Reproduce 

• List the exact steps taken before the issue appeared, in numbered order
• Note whether the issue is reproducible, intermittent, or a one-time occurrence

• Mention if the issue affects all users or only specific ones

Evidence & Attachments

• Attach screenshots or a short screen recording showing the error
• Include any relevant SAP system logs or export files
• If a report or document is affected, attach a sample or export

Prior Troubleshooting

• List any steps already taken to resolve the issue (e.g., restarting SAP, clearing cache, testing on another user account)
• Note if the issue started after a recent change such as a patch, configuration update, or new user setup