---
article_id: KB0159804
article_type: FAQ
component_ids:
  - BNS-FG-SBP-FYI
component_descriptions:
  - Fieldglass > Support Best Practices > Support Best Practices - Information
products:
  - SAP Fieldglass Vendor Management System
personas:
  - Buyer
  - Program Management Office
  - Supplier
  - Worker
language: en
created: 2024-11-15
updated: 2026-05-16
source: Knowledge Base
url: https://support.ariba.com/item/view/KB0159804
connect_url: https://support.ariba.com/item/view/KB0159804?min=1
sap_for_me_url: https://me.sap.com/notes/KB0159804
---

# How are SAP Fieldglass support cases prioritized?

## Symptom

I submitted a case to SAP Fieldglass support and would like to understand how it will be ordered

## Resolution

Cases received by SAP Fieldglass support are prioritized based on:

- The contractually-defined priority of the issue
- Urgency/severity and business impact reported by the case submitter

To avoid any delays and ensure your case is properly prioritized, provide as much detail as possible in your case submission, specifically:

- Urgency and impact the case has to your business
- Any deadlines
- Steps to reproduce, or specific clicks taken in the application to recreate behavior, if you are reporting an issue

## Keywords

case prioritization, Application Support, case submission, best practices