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Incident Handling - SAP Cloud for Customer/ SAP Business ByDesign/ SAP Cloud for Travel

You have an issue with your system and do not know how to solve it? Don't worry, you can always send an incident to SAP Support to have expert help.

Important! Before going forward on this document please check http://scn.sap.com/docs/DOC-62906 with tips on the Incident creation.

After you read the document and done the solution search, checked the forum for answers and created the incident you will have a screen like this:

About the options on this screen:

Edit, Print and Close are self-explanatory

Start Solution Search is explained on http://scn.sap.com/docs/DOC-62906.
Post to Forum: is a direct link to the SCN community so you can post your incident in case it is a How-to/ Consulting.

We also have some sections:

General Information:

The most importante field here is the External Reference ID: once you send your Incident to SAP Support, this ID will be generated and it is the way Support Consultants can track the incident down. It is very important to have it when you call on hotline, per example.

Provider Solution: also important, it shows whether a solution has been proposed by SAP Support or not as well as its satus Proposed, Rejected and Accepted.

Organizational Assignment:

Processor: This is the Key-User of your company. This is the person to whom the incidents are first sent and the person who can send it to SAP Support.

Contact:

All contact information related to the End-User who opened the incident. This is the person who created the incident and sent it to the Key-User.

Incident Description:

Short descripion of the incident written on incident creation.

Notes:

All communication of the incident. Either internal or with SAP Support.

Assigned Knowledge Based Articles:

Here you can find help documents attached by Support Consultants. They may refer to it as Case Documents.

Now, the Key-User part of the document:

You click on Edit and you will see something like this:

General:

The most important tab of the incident. Here, you control the communication with SAP Support as well as the incident itself.

Action: this field, in the first contact, will have two options: Start Processing and Complete. Complete will close the incident for good. Start processing will give you some more options:

Propose Solution: the Key-User proposes a solution to the End-User.

Send for Requester: the incident is sent to End-User, who will receive a notification from system. Usually the Key-User sends a note as well asking more information.

Send to Provider: the Key-User sends the incident to SAP Support.

Priority:  the priority of the incident, Use this carefully! Support thanks you Also, give this a look: Cloud Customer Support | SAP.

Processor:  the Key-User.

Application Area/Incident Category: categorization of the incident.

Subject: Subject/ Short text. A little summary of what it going on.

Notes: Very important! Note are the way of communicating with other involved parties:

Note for Provider: sent to SAP Support.

Note for Requester: sent to the End-User.

Internal Comment:  internal note.

Screenshot:

When you open the incident you are asked to add a screenshot for a better understanding. Here it is .

Solution Search:

One more to chance to do your solution search. Already mentioned here.

Incident Context:

If SAP´s root cause analysis shows that this incident results from a partner product which has been licensed, SAP may forward this incident, including all corresponding context data, to the support organization of the partner responsible.

Changes:

All changes made to the incident done by System Users are documented here.

Attachments:

Here you can add attachments and manage them. Please remember how important they are to Support.

With this information and this http://scn.sap.com/docs/DOC-62906 you should be able to have a good understanding of Incidents and how to handle them.

Your feedback is highly appreaciated as well as ideas and suggestions!

Thanks and regards,

Felipe Fraga

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