> For the complete documentation index, see [llms.txt](https://docs.skyone.cloud/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.skyone.cloud/english/skyone-console/support-cases/guide-for-opening-abo-tickets.md).

# Guide for opening ABO Tickets

To correctly open tickets related to **Autosky SAP ABO**, follow these steps:

1. Perform the initial steps in the general process for opening support cases.
2. At the step of selecting the occurrence related to your case, enter the ticket information according to the items below:

* **Service:** For **ABO**, the service must be **Cloud Computing**.
* **Topic:** From the list, select **AutoSky SAP Business One**.
* **Item:** There are three options (read more in the topic Item and Category Classification).
* **Category:** Each item has different categories (read more in the topic Item and Category Classification).
* **Environment Status:** Choose between Production or Implementation.
* **Client Company:** An open field to enter the company name.

<figure><img src="/files/YkWaKJpVv4fLqyFicX8K" alt=""><figcaption></figcaption></figure>

### Item and category classification&#x20;

There are three main item options for ticket classification: **System Impaired**, **Request**, and **General** **Guidance**. Each item contains specific categories for different situations.

Review the descriptions below and select the item and category that best match your case:

#### Impaired System

The “**Impaired System**” item has the following categories:

<table data-header-hidden><thead><tr><th></th><th></th><th data-hidden></th></tr></thead><tbody><tr><td><strong>Unavailability</strong></td><td>No user can access SAP, requiring immediate intervention to restore system availability.</td><td></td></tr><tr><td><strong>Access Problems/Degradation</strong></td><td>Incidents of performance degradation or intermittent access difficulties, impacting SAP’s responsiveness and usability for one or more users.</td><td></td></tr><tr><td><strong>Problems with Applications or Routines</strong></td><td>The error occurs not directly in SAP but in integrated applications, such as <strong>DTW</strong> and <strong>Crystal</strong>, or specific routines, like sending emails with attachments or using internal alerts. SAP is accessible, but the interacting applications have issues.</td><td></td></tr></tbody></table>

#### Resquest

The “**Resquest**” item has the following categories:

<table data-header-hidden><thead><tr><th></th><th></th><th data-hidden></th></tr></thead><tbody><tr><td><strong>Autosky Settings</strong></td><td>Required configurations in <strong>Autosky</strong>, such as enabling applications, access division by application, schedule changes, access restrictions, web/remote app setup, and creating an admin user.</td><td></td></tr><tr><td><strong>Connectivity</strong></td><td>Requests for creating VPN access, configuring VPN, enabling IP, and creating DNS.</td><td></td></tr><tr><td><strong>SAP B1 Settings</strong></td><td>Configurations in <strong>SAP B1</strong> related to infrastructure, such as printing, SMTP, setting up default applications for opening documents, export/import/upgrade of databases, Service Layer settings, add-on installation errors, or digital certificate installation.</td><td></td></tr></tbody></table>

#### General Guidelines

The “**General Guidelines**” item has the following categories:

<table data-header-hidden><thead><tr><th></th><th></th><th data-hidden></th></tr></thead><tbody><tr><td><strong>Information or Reports Request</strong> </td><td>Requests for monitoring reports, general information for partner audits, RCAs, SAP user reports, Autosky user reports, etc.</td><td></td></tr><tr><td><strong>Other Requests</strong></td><td>Requests for meetings, environment analysis, Autosky training, etc.</td><td></td></tr></tbody></table>

Finally, click on “**Next**” to go into more detail about the case.

<figure><img src="/files/hwY5P2B4s4O2I2YXFDk3" alt=""><figcaption></figcaption></figure>


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://docs.skyone.cloud/english/skyone-console/support-cases/guide-for-opening-abo-tickets.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.