Product Information
All About Incident in SAP Business by Design(ByD)
Incident Overview
An incident is a non-standard occurrence in the system that interrupts the operation of a service, or may reduce the quality of a service immediately or in the near future. An incident appears to the user as unexpected system behavior, such as:
- An unexpected or unclear error message on the screen
- Incorrect or missing data
- System performance problems
If you encounter a problem in the application, you can search existing knowledge bases for a solution. If no solution is available, you can report an incident to your administrator to request help in solving the problem.
- We insist you to use Help Portals and Solution Search functionality to find the solution by yourself. Even after searching, if you could not find any help then Create incident to SAP.
- Administrator is the responsible for managing incidents reported by users in your company and, in some cases, for those reported automatically as a result of health checks.
- If Administrators are unable to solve an incident yourself, you can forward it to your provider to request assistance. Only Administrators can forward the incident
- Since the provider and requester cannot communicate directly with one another, you as the processor of the incident are responsible for information flow, for example, for forwarding a solution proposed by the provider to the requester of the incident.
- Administrators/Key User is the user who is assigned with the Application User and Management work center and incidents view.
How to Create Incident in ByD tenants
- To create incident or view incidents, first and foremost we need to have access to the incidents view and Application and User Management work center, who will be called as Key User, he can create incident and send the incidents to Provider(SAP).
- Key User is also a Business User.
- Business User who do not have access to the Incidents Application and User Management work center, will not be able to forward incident to SAP, However they can create incident and Those incidents can be processed by the Key User of the system or Key User can forward those incidents to get assistance from SAP.
- Mandatory fields needs to be filled like, Subject, Priority, Category and Note.
- It is always advisable to customers that create incident from same screen where they face an issue, That will help Support Engineer to investigate the issue.
- In order to create/send incident Key User should maintain his/her contact details like phone and Email under their Business User.
- Customer can also add attachments in the attachment section.
- When Key user create an incident they can directly forward incident to SAP by setting Forward to Provider.
Below are the steps to create incident in SAP ByD system
- Login to SAP Business ByDesign system.
- Go to Help Center and Click on Solve or Report incident.
- Fill the mandatory fields.
- Click on next to add Attachments and Finish.
- You will receive successful message at the bottom of the screen in the Confirmation tab.
Note:
- If you are sending the incident to SAP directly Application Area is mandatory to be set.
- If the Incident Priority is Very High/High it is mandatory to add Business Impact before sending incident to SAP Support.
Incident Priorities and Categories
Below are the priorities with which customer can create incident.
At any given point of time customer can re-prioritize the incident.
|
Business Impact |
Priority |
|---|---|
|
Critical business processes are affected and crucial tasks cannot be carried out. The incident requires immediate attention because it could result in business downtime for the organization. Security-related incidents must always be assigned this priority. If you want to report an incident with this priority to SAP outside of your standard local business hours, enter the incident information in English to ensure that it can be processed by after hours support, which is available 24 hours a day, 7 days a week. Ex: System is not accessible, Go-Live activity issues and etc. |
Very High |
|
Key business processes are affected and important tasks cannot be carried out. The incident requires prompt attention because it could delay business processes. |
High |
|
Business processes are affected, but the incident has only a minor impact on business productivity. |
Medium |
|
The issue has little or no effect on business processes. |
Low |
The following categories are available:
|
Category |
Description |
|---|---|
|
Help Material Incorrect or Missing |
You cannot find information about a part of the system, or the information you find is inaccurate. |
|
How-To Question |
You have a question about how to complete an activity in the system. |
|
Insufficient System Performance |
The performance of your system has a negative effect on business processes. |
|
Integration Issue with Another System or Service |
You are having problems configuring data exchange between the system and other applications. |
|
Issue with Additional SAP Software |
You are having problems with additional SAP software, such as the software available for download under |
|
Issue with Output or Communication |
You are having problems integrating the solution with output or communication devices such as your printer or e-mail program. |
|
Issue with User Account |
You are having problems related to your user account. If you cannot access the system, ask your manager to report an incident on your behalf. For more information, see Exceptional Case: Report an Incident on Behalf of an Employee below. |
|
Missing or Incorrect Data or Text |
Data or text that appears on the screen is incorrect. |
|
Missing or Incorrect Functionality |
Part of the solution does not work as expected, or essential functions or data are missing (this may be due to authorization issues). |
|
Service Request |
You want to request a service such as an add-on form or report. |
|
Unexpected Termination or System Crash |
A fatal error has occurred in your system. |
|
Warning or Error Message |
An error message is issued that requires key user support, for example, an error message informing you that master data is missing that you are not authorized to maintain yourself. |
Incident Statuses
The status of an incident changes depending on the actions performed on it by the requester, you as the processor, and your provider if you forward the incident to him or her. The statuses visible to you differ slightly from those visible to the requester. The following statuses are visible to you as the processor of the incident:
|
Status |
Description |
|---|---|
|
New |
The incident has recently been reported and no key user has yet taken it over for processing. |
|
In Process |
The incident is being processed by a key user. |
|
In Process – Provider Action |
The processor has forwarded the incident to the provider, from whom action is now required. |
|
In Process – Requester Action |
Action is required on the part of the requester of the incident. |
|
In Process – Solution Proposed |
A solution has been proposed to the requester, from whom action is now required. |
|
In Process – Reopened |
The requester has rejected a proposed solution and the incident requires further action on the part of the processor. |
|
Completed – Solution Accepted |
The requester has accepted a proposed solution and the incident is resolved from his or her point of view. |
|
Completed – Solution Rejected |
The requester has rejected a proposed solution, but has canceled the incident because it is no longer valid or has been solved by other means, or the processor has completed the incident on behalf of the requester after the requester rejected the proposed solution. |
|
Completed |
The requester has canceled the incident, the processor has completed the incident on behalf of the requester, or no changes have been made to the incident for 14 days and it has been completed automatically. |
|
Closed |
The processor has closed the incident after the requester canceled it or after the incident was completed automatically because no changes were made to it for 14 days. |
|
Closed – Solution Accepted |
The processor has closed the incident after the requester accepted a proposed solution. |
Track Incidents
All incidents reported by users, and some health check incidents, are forwarded to the Application and User Management work center where key users can track them. The Overview view of the Application and User Management work center indicates how many incidents of each status are currently open. The Incidents view displays the incidents in more detail.
You can control which incidents are displayed in the Incidents view by selecting one of the following values from the Show drop down list:
|
Status |
Description |
|---|---|
|
New Incidents |
Incidents that have not yet been taken over by a key user for processing. |
|
My Open Incidents |
Open incidents for which you are specified as the processor. |
|
Incidents Where Provider Needs More Information |
Incidents that the provider has returned to the processor with a request for additional information to help resolve the issue. |
|
Incidents with Solution Proposal from Provider |
Incidents for which the provider has proposed a solution to the issue reported but that the processor has not yet proposed to the requester. |
|
Incidents in Process |
Incidents that require action on the part of the processor, that is, incidents that the processor has taken over for processing and those that have been returned to the processor by the requester. |
|
My Team’s Open Incidents |
Incidents for which your team is responsible. (The team is based on your organizational assignment.) If you are the manager of a team, you will be able to view the incidents that your team is handling. |
|
Incidents in Process by Provider |
Incidents that have been forwarded to your provider, who is currently attempting to find a solution to the issue reported. |
|
Incidents Requiring Action by Requester |
Incidents that have been returned to the requester with a proposed solution or a request for additional information. |
|
Completed Incidents |
Incidents that are resolved from the requester’s point of view, that is, incidents that the requester has canceled because they are no longer relevant or have been solved by some other means, or for which the requester has accepted a proposed solution. Incidents that the processor has completed on behalf of the requester or that have been completed automatically because no changes were made to them for 90 days are also displayed in this list. |
|
Closed Incidents |
Incidents that are resolved from the processor’s point of view, that is, incidents that the processor has closed. Once an incident has been closed, it can no longer be edited in any way. |
|
All Incidents |
All incidents, regardless of their current status. |
|
All Open Incidents |
All open incidents, excludes incidents with statuses Solution Provided, Completed and Closed |
If you select completed incidents to be displayed, list will shows all incidents that have one of the following statuses:
Note: You can not reopen the incidents which are having the Status as Completed or Closed.
How Key User can send additional Information to SAP
- Go to ‘Application and User Management’ Work Center
- Click ‘incidents’ under ‘Incidents and Service Tasks’
- New Window will pop-up where incidents are listed
-
Select the incident and Click on Take Over
-
Click the ‘Add’ button, choose ‘Note for Provider’ and enter further details into the text box.
- Click the ‘Add’ button, choose ‘Business Impact’ and enter further details into the text box.
- Click ‘Save’
How Key User can send the Incident back to SAP
- Go to Application User And Management Work Center.
- Go to Incidents View.
- Select the incident and click on Edit.
- In ‘Action’ field select ‘Send to Provider’.
- Click on ‘Add’ and select ‘Note for Provider’.
- Click on ‘Add’ and select ‘Business Impact’.
- Click on Save.
Note:
- If the incident priority is set to Very High or High, it is mandatory to update the Business Impact to the incident.
- In the 2102 release of SAP Business ByDesign it will no longer be possible for key users to forward an incident with priority high or very high from the tenant’s built-in Support to SAP Support without documenting a valid business impact.
- Document the business impact. The business impact must be clear and detailed, it should reflect the seriousness of the situation and include the number of users affected, any financial loss immediate or future, any possible deadline, Go Live endangered and any available workaround.
- End users can only select priority Low, Medium or high, only a key user can upgrade the incident to Very High.
- When sending the incident to SAP, all mandatory field must be completed, including the application area.
- If you fail to add a business impact, you will receive the following error message.
Cancel an Incident
If an incident you have reported is no longer valid, for example, because you have managed to solve it by yourself, you can cancel it by opening it for editing and clicking Cancel Incident.
A Note for All Parties Involved with the text Incident canceled by requester is added to the incident automatically and the status of the incident changes to Completed.
Note: If the ID of the incident is Pending, you cannot cancel an incident.
Accept a Proposed Solution and Complete the Incident
Once the solution is provided by the SAP, if it solves your issue/problem, you can perform either of following:
-
Accept the Solution:
In two ways you can close the incident from your end.
I. Complete button.
a. Edit the incident & than click on ‘Complete’ button.
b. In the ‘Action’ field select close.
c. Clock on ‘Save’.
OR
II. Setting Action field to Complete.
a. Edit the incident set the Action field to ‘Complete’.
b. Enter a text in the Note field if necessary
c. In the Action field select ‘Close’
d. Click on ‘Save’
Reject a Proposed Solution
If the solution proposed for your incident does not solve the problem, set Action field as ‘Send to Provider’, enter a ‘Note for Provider’ in the Note field explaining why the solution does not work and click on ‘Save’.
The status of the incident changes to In Process — Reopened and the incident is returned to the processor for further analysis.
If the incident is no longer valid, for example, because you have managed to solve it by other means, you can cancel it after rejecting the proposed solution by clicking Cancel Incident.
A Note for All Parties Involved with the text Incident canceled by requester is added to the incident automatically and the status of the incident changes to Completed — Solution Rejected.
For more information on incidents please go through the below links:
SAP Business ByDesign Incidents Quick Guide.
SAP Business ByDesign Support Guide for Key Users and End Users
Mandatory Business Impact in the Business ByDesign 2102 release
Hope this blog helps you!
Best Regards,
Ankit Kaneri
Useful Blog Ankit.
Hello,
You can also refer the Blog: Download the Incident Content in the PDF format which will help you to know how you can download the incident in PDF format.
Regards,
Ankit K