Rant: can't get past external 1st level support

I have been repeatedly told by SAP SMP 1st level support to use SCN for a kernel problem, so I guess next best forum is the local pub to discuss kernel level task handlers...
Perhaps you have also noticed that sometimes you cannot terminate sessions in SM04? Sometimes when ending a login session with /nex some sessions dont close as expected? Behind these are the function module TH_DELETE_USER which is a wrapper for a kernel function from the task handler family. So I opened a customer message as this is now a problem for me (to ensure that logoff is completed).
So 1st level support from an external service partner (?) pick up the ticket and for the past month the following game has been going on:
of course, want to logon to my system... (makes no sense for a kernel function anyway..)
tell me to upgrade and try again, it might work... (but cannot say why they are feeling lucky today)
tell me that the FM is not supported (so I should never logoff again...)
tell me that kernel task handlers is a consulting issue so use SCN...
So... now I am here and post a link to it in the customer message and would like some help to get past this 1st level external support blockade. Or by some miracle an SCN kernel consultant ninja shows up and explains to me how I should logoff correctly?
I will post a link to this in the message which I dont see the point in closing, despite 1st level getting worried about their statistics...
Cheers,
Julius

Hi Kristen
Does SAP support have some way to analyse the free text (maybe HANA comes into play) or the incident attributes to find stats on
Number of times incident sent back to customer
Delay between returned by customer/sent first time and responded to
Free text for phrases like "please escalate"; "As mentioned previously; "Stop telling me to apply notes; "I already tried that" - I'm sure a list of common phrases could be supplied by Coffee Corner
Search where customer provided system connection details and SAP support person sends call back to request system connections
Analyse the history to see the common themes on the customer support side. Most of what we raise in SCN discussions like these are documented in the Incident.
My first time raising support messages (now incidents) had my colleagues tell me not to get my hopes up that my issue will get resolved and to expect my incident sent back to me. Even grabbing facts and data of how many calls are sent for "Rework" might help understand what is an issue that can be fixed versus what is the customer perception.
In short - maybe SAP support needs to look at changes to their metrics on how they identify issues and then use them as their KPIs to improve their services.
Unrelated, I wish our SCN reputations could be linked to SAP Marketplace incidents - if someone high up in a space raises a questions and also links the SCN discussion in then it might deserve immediate escalation past level 1. This one here might be wishful thinking
Regards
Colleen

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Rant: can't get past external 1st level support

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