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CIC’s Top Five Tips for the Perfect Incident!

If you want to be like us, perfectionists in creating incidents, these are our top five secrets on how to do just that. 

Problem Description 

 

When creating your incident, providing as much detail in the description helps the technical team identify the problem quickly and the solution. This Knowledge Base Article is a step-by-step guide on creating an Incident on the SAP One Support Launchpad How to create a Support Incident 

 

Business Impact

 

What is the importance of Business Impact? Business Impact helps us understand the severity of an issue and prioritize it. Here is an article on providing the best Business Impact. We have also written this blog post to make the process even easier! 

 

Incident Contact Details  

 

We recommend that the person reporting the incident is also the main contact person for the issue as their contact details are readily available in the incident. Of course, it is also possible to add other contact persons, this Knowledge Base Article  will show you how to add S-User contacts to an Incident. Please note that for Very High priority incidents a 24/7 Contact Person is needed. 

 

Attachments

 

When possible, we suggest adding logs or error messages to the incident in the attachments section. It helps the technical team have a clear view of the issue and helps with getting a quicker solution. Here are some Knowledge Base Articles on  How to add an attachment to a support incident and What file types can be attached to a support incident?

 

If in doubt, give CIC a shout!

 

You can contact CIC for assistance with an incident. The Customer Interaction Center can be contacted by Phone, Expert Chat and by email.  

Thanks for reading!  

We hope you found this helpful. Please note that the Customer Interaction Center is always happy to guide you on any of the mentioned processes and assist you with any queries you may have!  

We would love to hear from you what are your top five go-to tiles on the SAP ONE Support Launchpad!   

Read more Customer Interaction Center blog posts Here! 

 

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