SAP Knowledge Base Article - Public

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


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


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.


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.


This is the expected system behavior.


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


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