Already with ByD1705 SAP Business ByDesign offered a new component within the UI (new workspace) allowing customers and partners to better manage incidents related either to partner developed extensions as well as any other ByD aligned service delivered by partners.
Before this component was available, customers only had the possibility to contact their ByD serving partners via direct channels or opening a ticket in ByD which was directly send to SAP before it was re-routed again towards the belonging partner. Of course the new component shortens this communication dramatically as well as allowing a direct status management of whom is taking care about the concrete ticket? This is very interesting for a customer as well as the partner, as the component not only allows the incident handling between customer and partner, but also the possible further required handling of the same ticket between partner and SAP.
As this functionality can easily get extremely helpful, I would like to make aware again of the overview presentation of this component (video) as well as the detailed blog explaining the activation process of the component between a partner and his customers: