SAP Knowledge Base Article - Public

2570165 - Cannot Forward Incident From Other Tenants Except Central Helpdesk Tenant

Symptom

You want to Forward incident from a Tenant ,other than Central Helpdesk Tenant but Forward Incident button is not available.

Environment

1711 and above.

Reproducing the Issue

  1. Go to Help Center.
  2. Select Report Incident.

From the pop up that appears Direct Forward button is missing.

Cause

Once the Central Helpdesk Scenerio is enabled , Central Helpdesk client systems will not be able to forward the ticket directly to the provider.

All the incidents should go via Central Helpdesk Server.But for the incidents that are created in Central Helpdesk Server , the user can forward directly to provider.

Resolution

This is the expected system behavior.

Keywords

Central Helpdesk, Forward incident , KBA , direct forward , central helpdesk , AP-LM-AM-INC , Incident-Uis , Problem

Product

SAP Business ByDesign all versions ; SAP Cloud for Customer add-ins 1802 ; SAP Hybris Cloud for Customer add-ins 1711