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All About Incident in SAP Cloud for Customer(C4C)

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 by themselves, they can forward it to provider to request assistance. Only Administrators can forward the incident to provider.
  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 C4C tenants

  • To create incident or view incidents, first and foremost you 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 view and  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 SAP Support to get assistance on that incident.
  • 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.
  • Here we can not set priority initially instead we have How serious is it?, Based on this you can choose the respective priority. Once the incident is created successfully, we can set priority accordingly.

Below are the steps to create incident in SAP Cloud for Customer system

  1. Login to SAP Cloud for Customer(By Default you will be logged in to the Fiori UI).
  2. Click on your Profile & Click on Report Incident.
  3. Fill the mandatory fields.
  4. Click on
    • Submit: To send incident to your Admin/Key user for the assistance.
    • Direct Forward: To send incident directly to SAP Support team.
  5. You will receive successful message, once the incident is created.

Note: You can click on Annotate button to capture the screen in real time and you can highlight section, add a comment and so on, You can attach this to your incident(ScreenCapture1.png).

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

Incident Statuses

The status of an incident changes depending on the actions performed on it by the requester or Key User, you as the processor or Key user, 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 and Key User. The following statuses are visible to you as the processor of the incident:

Status

Description

New

The incident has recently been reported and has not yet been taken over for processing.

In Process

The incident is being processed.

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 Your Incidents

All incidents reported by users, and some health check incidents, are forwarded to the Incidents view where you can view them in detail.

You can control which incidents are displayed in the Incidents view by selecting one of the following values from the Show dropdown list:

 

Status

Description

New Incidents

Incidents that have not yet been taken over 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.)

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 14 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.

If you select Incidents with Solution Proposal from Provider, you can further refine the incidents displayed by filtering the Provider Solution field. The following statuses are available:

Status

Description

Blank

The provider has not proposed a solution.

Proposed

The provider has proposed a solution.

Rejected

The processor has rejected the provider’s solution and returned the incident to the provider for further analysis.

More Info Needed

Your provider requires more information from you (or the requester) to resolve the incident.

Take Over a New Incident for Processing

  1. Go to ‘Administrator’ work center.
  2. Click on Incidents.
  3. From the Show dropdown list, select New Incidents.
  4. Select the incident you want to process, and click Edit.
  5. From the Action dropdown list, select Start Processing.
  6. Click Save.

OR

  1. Go to ‘Administrator’ work center.
  2. Click on Incidents.
  3. From the Show dropdown list, select New Incidents.
  4. Select the incident you want to process, and click on Take Over.

Your name appears in the Processor field and the status of the incident changes from New to In Process.

    How Key User can send the Incident to SAP

    Once the incident is created from the SAP Cloud for Customer(Fiori UI), customer need to manually send incident to SAP Support for the further assistance as follows:

    1. Go to ‘Administrator’ work center.
    2. Click on Incidents.
    3. Select the incident click on Edit.
    4. Click on ‘Take Over’ or In ‘Action’ field select ‘Start Processing’.
    5. Now In ‘Action’ field select ‘Send to Provider’.
    6. Click on ‘Add’ and select ‘Note for Provider’.
    7. Click on Save.

    How Key User can send additional Information to SAP

    If you have already forwarded an incident to your provider and want to provide him or her with additional information. 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 ‘Administrator’ Work Center.
    2. Click ‘incidents’.
    3. In new Window you will see list of incidents in the Incident OWL.
    4. Click on Edit, for the incident with a status ‘In process–Provider Action’ where you want to add additional information to SAP Support for the further investigation.
    5. Click the ‘Add’ button, choose ‘Note for Provider’ and enter further details into the text box.
    6. Click ‘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. Select Mode:

    •  Select the incident & click on ‘Complete’ button.

    OR

    B. Edit Mode:

    a. Edit the incident & 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’.

    Close an Incident

    If the status of an incident is “Completed, Completed — Solution Accepted, or Completed — Solution Rejected”, the Close option becomes available to you in the Action dropdown list so that you can indicate that the incident is resolved from your point of view.

    1. From the Show dropdown list, select Completed Incidents.
    2. Open the incident for editing.
    3. From the Action dropdown list, select Close.
    4. If necessary, click Add, then choose Internal Comment and enter a note in the text field.
    5. Click Save.
    • If the status of the incident was Completed — Solution Accepted, it now changes to Closed — Solution Accepted.
    • If the status of the incident was Completed or Completed — Solution Rejected, it now changes to Closed.

    6. The incident is now closed and can no longer be edited.

    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’.

    You can refer to the above point: How Key User can send the Incident back to SAP

    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 Cloud for Customer Incidents Quick Guide.

    SAP Cloud for Customer Support Guide for Key Users and End Users

    Blog: Incident Auto-Closure in Built-In Support – C4C/ByD 2002 Upgrade

    KBA : 2887421 – Incident Automatically Closed After 14 Days

    Hope this blog will help you to manage your incidents!

    Summery:

    All the incidents which are crated from the Fiori UI needs to be Manually forwarded by Key User to SAP Support. All the incidents which are forwarded to SAP Support will have External Reference ID associated to the Internal Incident ID which starts with 10XXXXXXXX.

    That means each incidents have two incidents ID’s:

    Internal Incident ID: 10XXXXXXXX

    External ID, which will be generated only when Key User send the incident to SAP Support.

    Regards,

    Ankit Kaneri

    9 Comments
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    • Hi Ankitkumar Kaneri

      Nice blog. Can you please clarify if the same process to be followed for Fiori UI too? Because I’m unable to find Direct Forward option in Fiori and we do not have HTML5 UI after 1911.

      Thanks in advance.

      • Hello Rathika,

        Direct Forward is not available for the Fiori UI.

        First you need to create incident from Fiori by clicking on button Submit: “To send incident to your Admin/Key user for the assistance.”

        After successful creation of new incident it needs to be manually forwarded by Key User to SAP Support for the further assistance.

        Key user can follow the steps provided in the point “How Key User can send the Incident back to SAP” to send incident to SAP.

        Regards,
        Ankit

        /
        • Hi Ankitkumar Kaneri

          Got it. Thanks!

          1. The Key User should start processing the incident irrespective of Requester
          2. Add “Note for Provider” and set the action to “Send to Provider”
          3. This forwards the incident to SAP and as a result, “External Reference ID” gets generated

          Regards,
          Rathika V

          • Hello Rathika,

            Yes, All the incidents which are crated from the Fiori UI needs to be Manually forwarded by Key User to SAP Support.

            All the incidents which are forwarded to SAP Support will have External Reference ID associated to the Internal Incident ID which starts with 10XXXXXXXX.

            That means each incidents have two incidents ID;s:

            Internal Incident ID: 10XXXXXXXX

            External ID, which will be generated only when Key User send the incident to SAP Support.

            Regards,
            Ankit

        • Hello Rathika,

          Now we have implemented the button Direct Forward where you can directly forward the incident to SAP Support for assistance.

          Additionally you can capture the screenshot in Realtime and attach it to the incident.

          Regards,
          Ankit

          /
      • Hello Pawan,

        As of now, there is no option to download incident and it’s comment in PDF document.

        I would suggest you to please mention this in the C4C Idea Center so that SAP might come up with this functionality in upcoming releases.

        Regards,
        Ankit

    • Hello Ankit,

       

      We have been following the above described process and it is clear to us.

      But as we forward the incident to SAP it shows the “Reporter” name as someone else who is not a part of our team currently. How can we change it and add new name with S-User ID as a “Reporter”?

       

      Thanks,

      Mahesh