SAP Knowledge Base Article - Public

2623991 - How to Report an Incident for Hybris Cloud for Customer (as a Key User)

Symptom

  • Customer needs to report an case in Hybris Cloud for Customer to get technical assistance from SAP.

Environment

  • Hybris Cloud for Customer.

Resolution

  • ** This is an example of how to report an case in Hybris Cloud for Customer. However, please be aware that the system can be customized and the layout may present small differences for each system.
  • ** The screenshots are from the Microsoft Silverlight view available on Cloud for Customer systems for Key Users.
  • The Key User of the Hybris Cloud for Customer system must access the tenant.
  • Click on the "Help Center" tab in the right-side bar of the page.

C4CKBA1.png

  • Click on "Report case"

C4CKBA2.png

  • The system will require that you do a search through the existing documentation. Type the key words in the search field and click on "Go".
  • In case you do not find helpful or relevant documentation for your issue click on "Next" in the top-left corner of the page.

C4CKBA4.png

  • Fill the Subject, chose the Category, the Priority and wirte the description of the issue in detail. Check "Screenshot Relevant" if that is the case. Click on "Next".

C4CKBA5.png

  • If there are relevant attachements use the "Add" button to upload them. To create the case click on "Finish".

C4CKBA6.png

  • The case has been successfully reported to SAP.

See Also

1296527 - How to create a support case (contact SAP Product Support) - SAP for Me

2419445 - Creating cases For C4C Connectivity Issues

2538536 - How to get an external reference number for BYD/C4C case

2598206 - Customer cannot find the external reference ID after sending a C4C/BYD case to SAP

Keywords

Hybris, Hybris Cloud for Customer, Cloud, Cloud for Customer, C4C, case, submit, create, report, SAP, tenant, support, ticket. , KBA , XX-SER-CIC-KM , CIC Knowledge Management , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions