In a normal customer scenario incidents created by the end user can be tracked by the key user in the Incident Work Center View. The key user can forward the incident to SAP Support. Due to the flexible architecture it is also possible to implement other variants of the process.
We distinguish the following scenarios:
- CHD (Central Help Desk Scenario)
- CCC (Customer Competence/Partner Scenario)
In the CHD Scenario, all incidents which are reported by a user in a tenant are automatically forwarded to another tenant. In the other tenant a key
user can track the incidents from multiple tenants. He still can forward the incidents to a Service Provider which is normally SAP Support -
exception in the CCC scenario.
In the “CHD” Scenario, the incident can be send to a different tenant, which is acting as a central incident management tenant for multiple systems.
Originally it was intended as well for customer test systems: Incidents reported in a test system can be tracked in the productive system, and therefore won't get lost when the test system is deleted because it is no longer needed.
The "CCC" Scenario, works similar to the normal customer scenarios. However when an incident is forwarded to the "Service Provider" by the Key User, it is not sent directly to the SAP Support. Instead it is sent to another ByD tenant which acts as a "Central Help Desk" system for multiple key users.
In the “CCC” Scenario the recipient system is another ByD tenant (a central help desk).
SAP Business ByDesign.
SAP Hybris Cloud for Customer.
Requesting CHD/CCC via an incident
In order to get the setup established just follow the steps:
- Create an incident with the short text CHD Setup required or "CCC Setup required"; note most customer have the Central Help Desk
(CHD) scenario in use.
- Add the template with the details like tenant which you want to use it as Central Sytem for Incident processing & Client from which incident needs to be foirwarded to Central System.
*************** template start - do not copy ***************
Dear Cloud Support,
We like to get our test/migration tenants connected to the central incident processing tenant
- Central system URL is:
- The client to be connected is:
- Requestor Name, Email ID & Contact details.
*************** template end - do not copy ***************
Note: After the activation is done, from next new incidents this feature will be applicable. Previously created incidents will not be transported to the central system.
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