2611988 - Central Incident Processing CHD and CCC Scenarios in ByD and C4C

In a normal customer scenario, incidents created by the end user can be tracked by the key user in the Incidents 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 additional scenarios:

• CHD (Central Help Desk scenario)
• CCC (Customer Competence Center scenario)

CHD 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)

CCC Scenario:

The CCC scenario works similarly to the normal customer scenarios: incidents are created in a tenant and checked internally in that same tenant by the key user. 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 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"; most customers have the Central Help Desk
  (CHD) scenario in use.
• Add the template with the details like tenant which you want to use as Central Sytem for incident processing & Client from which incidents will be forwarded to Central System.

*************** template start - do not copy ***************

Dear Cloud Support,

We would 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, this feature will be applicable only for the next new incidents. Previously created incidents will not be transported to the central system.

CCC, CHD, Incident Processing, Customer Help Desk, Customer Competence Center, Central Processing , KBA , chd setup , ccc setup , central incident processing , chd server , AP-LM-AM-INC , Incident-Uis , How To

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