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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 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 Start of the navigation pathHome Next navigation step Self Services Next navigation step Self-Services OverviewEnd of the navigation path by clicking Install Additional Software under My Computer.

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

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.

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:

  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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