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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.

  1. 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.
  2. 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.
  3. 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
  4. 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.
  5. 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

  1. Login to SAP Business ByDesign system.
  2. Go to Help Center and Click on Solve or Report incident.
  3. Fill the mandatory fields.
  4. Click on next to add Attachments and Finish.
  5. You will receive successful message at the bottom of the screen in the Confirmation tab.

Incident Priorities

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

Track Your Incidents

In this you will be able to see the list of incidents with the ID and subject of each incident tto help you locate the incident you are interested in and also indicates the date on which the incident was reported, the date on which it was last changed, its processor, and its status.

If you select open incidents to be displayed, the system shows all incidents that have one of the following statuses:

Status

Description

New

You have recently reported the incident and no administrator has yet taken it over for processing.

In Process

The incident is being processed by an administrator.

Requester Action

Action is required on your part.

Solution Proposed

The processor has proposed a solution to the incident and you must now decide whether to accept or reject it.

In Process – Reopened

You have rejected a proposed solution and returned the incident to the processor for further

If you select completed incidents to be displayed, list will shows all incidents that have one of the following statuses:

Note: You can not make any changes/reopen the incidents which are having the below statuses.

Status

Description

Completed

You have canceled the incident, the processor has completed it on your behalf, or no changes have been made to it for 90 days and it has been completed automatically.

Completed – Solution Rejected

You have rejected a proposed solution and then canceled the incident because it is no longer valid or you have solved it by other means, or the processor has completed the incident on your behalf after you rejected the proposed solution.

Completed – Solution Accepted

You have accepted a proposed solution and the incident is resolved from your point of view.

How Key User can send additional Information to SAP

In case the incident was saved with the action ‘Send to Service Provider’ it is transferred to SAP. However Key User can still add further information to the incident and provide it to SAP. You can do so by following these steps:
  1. Go to ‘Application and User Management’ Work Center
  2. Click ‘incidents’ under ‘Incidents and Service Tasks’
  3. New Window will pop-up where incidents are listed
  4. Click on the incident with the status ‘In process–Provider Action’
  5. Click on the required ‘incident number’–new window will pop-up with incident details
  6. Click the ‘Add’ button, choose ‘Note for Provider’ and enter further details into the text box.
  7. Click ‘Save’

How Key User can send the Incident back to SAP

  1. Go to Application User And Management Work Center.
  2. Go to Incidents View.
  3. Select the incident and click on Edit.
  4. In ‘Action’ field select ‘Send to Provider’.
  5. Click on ‘Add’ and select ‘Note for Provider’.
  6. Click on Save.

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.

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:

  1. 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

Hope this blog helps you!

Best Regards,
Ankit Kaneri

 

 

 

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