How are the incidents handled
After creating an incident, you will receive an email notifying you that it has been successfully registered in the system. As soon as the incident is registered, it goes to the support team for processing.
To view the incidents available to you, log in to the Support Portal and click on the “Requests” tile. A list of available incidents opens with the ability to filter and sort. You can save a set of filters as a view for convenience, as well as add incidents to Favorites by clicking on the “star”.
What to do with a submitted incident
You can participate in the discussion of the incident, change the priority, add attachments, view ongoing or completed work on this incident from different angles.
After sending the incident, you will receive its status by e-mail. You must be sure to respond to the incident. If within three weeks we have not received a response on the incident, in this case the incident will be closed automatically.
If the incident was created by mistake or is no longer relevant, write about it in the comment to the incident, the support specialist will close it. After the incident is closed, it will become archived and will not be editable.
An incident can have the following statuses:
“New” The incident acquires this status immediately after creation. Incident has not been accepted yet.
“In work” The incident has been accepted and is in progress.
“Forwarded” The incident was sent to another specialist to perform the work.
“Submitted to SAP” The incident has been sent to SAP to resolve the issue by SAP.
“Request information from the author” Additional information is required to process the incident. When an incident is transferred to this status, its author receives a notification letter.
“A solution has been proposed.” The incident has been processed, the work on it has been completed. Confirmation is required from the author. When an incident is transferred to this status, its author receives a notification letter. If the author confirms the decision, the incdient is transferred to the status “Closed”. If the author rejects it, it is transferred to the status “In progress”.
“Closed.” The work on the incident has been completed, confirmation has been received.
“Canceled.” The incident was canceled by the author.
You can always leave comments on the incident in the “Discussion” section on the incident viewing page, as well as withdraw the incident if it was created by mistake or is no longer relevant.
