John Appleby wrote:
My guess is this is tied to the financial KPIs attached between SAP and the outsource datacenter company. These probably cascade to their helpdesk personnel, causing this behavior.
It is a very tough problem to solve at scale.
Your guess is my main suspect as well. There must have been some incentive to play cat & mouse with me and not pass the message on despite no reason not to do it and I spoke to the 1st level person (calling from a Canadian telephone number but located somewhere in India) twice on the phone and we both agreed that he cannot help me after I explained what a kernel function is.
But no... he always came back with "Customer Action" after having spoken to his senior colleagues with some new reason why I should use consulting and close the message on SMP. Eventually they resorted to SCN when there was no way I was going to open a connection to my system for them and the likelihood of them doing consulting for me was 0.
Of course we are speculating, but the puzzle pieces fit.
Perhaps someone from SAP can explain the issue at hand? I am Ok with my message being a case study to analyse the problem as I don't think it is an isolated case and nothing personal against the supporter - he simply was in way over his head and was apparently not allowed to pass it on.
Cheers,
Julius