2419445 - Creating Incidents For C4C Connectivity Issues

SAP Knowledge Base Article - Public

2419445 - Creating Incidents For C4C Connectivity Issues

Symptom

You are facing an issue with Connectivity in below mentioned directions

C4C <-> PI / HCI <-> ERP /CRM /S4HANA

1) Create an incident from C4C system if the problem appears to be in C4C or incoming /outgoing C4C [C4C <-> PI / HCI]
2) Create an OSS Message(from SAP OneSupport Launch Pad https://launchpad.support.sap.com) if the issue is between HCI / PI and ERP/CRM/any On-Premise Target system
    a) Component for HCI Connectivity Issue is LOD-HCI-PI-RT
    b) Component for PI Connectivity Issues is BC-XI-CON-*   [Choose the fourth level according to your issue]
    c) Create an OSS Message for HCI certificate upload request, S-User authorizations, Payload Tracing Activation and component is LOD-HCI-PI-OPS

Mandatory information needed while creating OSS Message :

1) Installation Details of all systems involved in the problem - Including System ID's(ERP,PI || CRM,PI || ERP,HCI || CRM,HCI whichever is applicable)
2) Open connection to ERP /CRM /PI /S4HANA system
3) Maintain credentials in secure area
4) Additionally if you suspect that support needs to check C4C configuration also then please provide the C4C URL and written approval for accessing C4C system

See Also

If you are not able to create an incident from One Support Launchpad due to missing authorizations, please refer SAP Note  1296527 - How to create a support incident (contact SAP Product Support) - SAP ONE Support Launchpad

Keywords

KBA , LOD-CRM-EMP , Employee , How To

Product

SAP HYBRIS C4C 1705 ; SAP Hybris Cloud for Customer 1702 ; SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer 1711