How to Get Help with SAP

If you have a problem using SAP, here's what to do to get help

1. Try to diagnose your problem. Is it your computer, your network connection, SAP, or SAPweb?

   Use the following table to help decide who best to call for help with your problem.

2. Try to solve the problem using
   • SAP documentation in Web

   • SAP stockanswers

3. Consult your local IT support provider, if you have one. If you are not sure who your local IT support provider is, whether you even have one at all or even what an I/T Partner is, see Departmental IT Support Providers

4. Contact the Business Liaison Team with SAP problems at
   • businesshelp@mit.edu
   • (617) 252-1177

   For problems with installation, printing or other technical problems, call:

   • (617) 253-1101 (Mac)
   • (617) 253-1102 (PC)

5. Or file a problem report by completing the Webform at http://web.mit.edu/sapr3/webform/SAPhelp.html and sending it to saphelp@mit.edu.

SAP Help Referrals	Includes	Examples	Where to go for help
Computer Help (If it just won't work, it could be ...	Hardware Problems	Can't turn on computer - no lights at all Can't access information on hard drive No picture on monitor screen Mouse moves in only one direction	PC Service, x3-0815, pcservice@mit.edu
or...	Network Problems	Can't send or receive email or access Netscape Error messages indicate that your machine is not connecting to the network	Computing Help Desk 253-1101 (Mac) mac-help@mit.edu 253-1102 (PC) pc-help@mit.edu
or...	Non-SAP Software Problems: MacOS, Windows NT, Excel, Word, Summit, Eudora, Netscape, etc.	Computer screen freezes and computer has to be restarted. You get error messages in programs other than SAP	Computing Help Desk - 253-1101 (Mac) mac-help@mit.edu 253-1102 (PC) pc-help@mit.edu
SAP-Specific Help	SAPweb questions	Help with Web certificate How to find the SAP PO number when you know the EREQ number	Computing Help Desk Macs 3-1101 PCs 3-1102 business-help@mit.edu
	SAP questions (technical)	Installing the SAPgui for Windows Installing the SAPgui for Macintoshes Can't logon to SAP Finding a fast path Setting user defaults Navigating in SAP Print problem/question	Computing Help Desk Macs 3-1101 PCs 3-1102 business-help@mit.edu
	SAP questions (business)	SAP terminology/concepts Mapping old to new account numbers Downloading report data How much money is left on my blanket po? How to find an SAP document without the doc #	For business questions contact the Business Liaison Team with SAP problems at: (617) 252-1177 businesshelp@mit.edu .