SAP Business ByDesign Step by Step Guide To Key&end Users

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Process Documentation
SAP Business ByDesign
Step-by-Step-Guide for Key/End Users
Version 1.5, November 2019
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SAP Business ByDesign: Step-by-Step-Guide for Key/End Users
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TABLE OF CONTENTS
1 PURPOSE OF THIS DOCUMENT .................................................................................................... 3
2 DEFINITION OF END USER AND KEY USERS .............................................................................. 3
3 INCIDENT MANAGEMENT PROCESS FLOW FOR CUSTOMERS ............................................... 3
3.1 Default Incident Management Process .......................................................................................... 3
3.2 CHD – Customer Helpdesk ............................................................................................................. 4
3.3 CCC – Customer Competence Center ........................................................................................... 4
4 HOW TO SEARCH FOR SOLUTIONS ............................................................................................. 5
4.1 Find your answers directly in your “Help Center” ....................................................................... 5
4.1.1 Detailed explanation of all fields shown in Help Center .................................................................... 5
4.2 Search for Support Knowledge Base Articles (KBAs) ................................................................. 6
4.3 SAP Help Portal ............................................................................................................................... 7
5 HOW END USER CAN REQUEST SUPPORT FROM KEY USER ................................................. 8
5.1 Incident Priorities ............................................................................................................................ 9
5.2 Incident Categories ....................................................................................................................... 10
5.3 Incident Description ...................................................................................................................... 11
6 HOW KEY USER PROCESS INCIDENTS FROM END USERS .................................................... 11
6.1 Check and Takeover incidents ..................................................................................................... 11
7 HOW TO MAINTAIN CONTACT DETAILS FOR END USER/KEY USER/IT CONTACT ............. 12
7.1 For Business ByDesign Systems ................................................................................................ 12
7.2 How can Key User change the IT contact in the tenant ............................................................. 13
8 HOW TO SEND INCIDENT FROM KEY USER TO SAP ............................................................... 13
8.1 How Key user creates an incident ............................................................................................... 13
8.2 How Key User can send additional Information to SAP ............................................................ 14
8.3 How to receive confirmation of Incident reception from SAP .................................................. 15
9 HOW CAN A KEY USER HANDLE INITIAL USER PASSWORD REQUESTS ............................ 16
9.1 How can a Key user request SAP to resend the logon credentials (Initial User ID & Pwd) ... 16
9.2 How can a Key User create IT contact in the tenant .................................................................. 16
9.3 How can a Key user request SAP to change the IT contact for a tenant, where no IT contact
is maintained .................................................................................................................................................. 16
9.4 How can a Key user reset password from your end .................................................................. 16
9.4.1 How can a Key User reset the password for Another User (whose password is locked) ............... 17
9.4.2 How can a Key user reset password for Another User ................................................................... 17
9.4.3 How can a customer request SAP to reset the password for an End User ..................................... 17
9.4.4 Various Reasons where Business/Key users are locked ................................................................ 18
10 HOW TO RECEIVE SOLUTION FOR INCIDENT ........................................................................... 18
10.1 Getting Answers from SAP ........................................................................................................... 18
10.2 Propose solution for End User ..................................................................................................... 18
10.3 Reopen Incident to SAP Support ................................................................................................. 19
10.4 Closing Incident ............................................................................................................................. 19
10.4.1 Confirming an Incident ..................................................................................................................... 20
10.4.2 Providing feedback to SAP Support ................................................................................................ 20
11 TIME DEPENDENT ACTIVITIES – TENANT CREATION/TERMINATION/RESTORE
POINT/REFRESH ............................................................................................................................................ 22
12 HOW CAN A CUSTOMER CONTACT SAP CLOUD SUPPORT IN CASE OF EMERGENCY .... 22
13 ADDITIONAL SUPPORT CHANNELS ........................................................................................... 23
13.1 SAP Community ............................................................................................................................. 23
13.2 SAP Influencer Portal. ................................................................................................................... 23
14 DOCUMENT MAINTENANCE ........................................................................................................ 24
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1 PURPOSE OF THIS DOCUMENT
The purpose of this document is to enable End- and Key-Users of SAP Business ByDesign to
resolve problems on their own while using ByD systems. This document focuses on:
• How to search for Solutions
• How End User can request support from Key Users
• How Key User will process incidents from End users
• How to report a problem or create an Incident
• How to receive solution for incident
2 DEFINITION OF END USER AND KEY USERS
End Users are the actual business users, who use business scenarios in ByD systems.
As outlined in the agreement between customer and SAP, each customer is required to always
provide at least one experienced Key User (OR Central Key User) as the central in-house contact
for End Users to answer questions and to support and guide End Users. They are the only persons
at the customer site who communicate with SAP Support.
Therefore, Key Users by default have access to Application and User management in ByD
systems.
3 INCIDENT MANAGEMENT PROCESS FLOW FOR CUSTOMERS

3.1 Default Incident Management Process
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3.2 CHD – Customer Helpdesk
Customers, which use more than one tenant to send incidents to key users, can optionally choose
the following scenario:
3.3 CCC – Customer Competence Center
Customers, which use more than one tenant to send incidents to key users, can optionally choose the
following scenario:
Note:
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4 HOW TO SEARCH FOR SOLUTIONS

Whenever a user encounters a problem while working with ByD system, they should first search for a
solution in the Help Center.
Please proceed as follows:
4.1 Find your answers directly in your “Help Center”
• In any ByD Work Center, open Help Center by choosing ‘Help Center’.
• The ‘Help Center’ will pop-up with new panel on the right hand-side of the application window.
• Click on the text entry field labeled “Search” and enter your search term and click “Go”
• The right panel will show you the result list like Help Resources (also called Help Documentation),
SAP community, Troubleshooting (Support Knowledge Base Articles (KBAs)) etc.…
Please refer to Figure 1 for systems screenshots.
4.1.1 Detailed explanation of all fields shown in Help Center
Context sensitive help panel provides possible categories for finding a solution. Mentioned below are some.
i. “Search” – Applicable to both Business ByDesign/Cloud for Customer
In the ‘Search’ field you may enter the key word(s) that you would like to search for. To start the search
query, press the ‘Go’ button. The entire Built-In Learning content of ByD is searched based on the search
term used by End/Key User
ii. Help Resources
a) “Overview” – Only to Business ByDesign Systems
This guide provides a quick overview of the selected Work Center and its underlying business process(es),
such as Business Background, Important Tasks and further views and tasks for Business ByDesign systems.
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b) Community for SAP Business – Applicable to both Business ByDesign/Cloud For Customer
This is the direct link into SAP Community for Cloud Solutions from SAP. You will be able to communicate
with other ByD users and can also initiate discussions related to the product.
c) SAP Business ByDesign Library
Here you will have access to the entire library of help center.
d) Make SAP Business ByDesign Better
This is the direct link to Ideas Place where End/Key -User can submit their ideas, new functionalities &
Future request related to improve Business ByDesign.
iii. Company Specific help
Any specific help documents which are specific to your company can be maintained at your end and the
same will be available here.
iv. My help Notes
Press ‘Add a Note’ to save your personal remarks for a specific Work Center. These notes will be visible to
you who created the notes.
4.2 Search for Support Knowledge Base Articles (KBAs)
When a new problem or incident is reported to SAP Support, the respective solution is documented in a so-
called Support Knowledge Base Article (KBA). Therefore, this is a good source to search through if you
encounter a problem or an error message.
All Support Knowledge Base Articles (KBAs) are stored in the Support Case Library which is the central
repository of information about the symptoms, causes and resolutions of reported incidents.
Support Knowledge Base Articles (KBAs) are created by SAP’s support consultants during incident
processing. This valuable information can be used by End-Users and Key-Users to find immediate help, as
well as to improve their knowledge and productivity. Support Knowledge Base Articles (KBAs) are also used
by the consultants themselves to search for solutions to known problems.
During incident creation, it is possible to search for solutions in SAP’s Support Knowledge Base Article
(KBA) Library. It is strongly recommended to use this information source, in addition to a knowledge search
in the Help Center, before sending an incident to SAP Support.
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i. Search
In the Solution Search screen (see above) you can enter a search term as free text. Google-like, all given
words are used to search in the title and long text of all Support Knowledge Base Articles (KBA). Since most
Support Knowledge Base Articles (KBAs) are attributed, filter attributes such as Work Center, Incident
Category etc. can be selected to narrow down the search result and find the most relevant documents.
ii. Search Results

All resulting documents of “Search” will be displayed in the search results list. To open a document, click on
the link given in the ‘Title’ column.
iii. In Collection
You can mark the search results which are relevant for your issue as ‘In Collection’ by selecting the check
box under the column ‘In Collection’. This can be used by the end/key user(s) for reference in the future as
well.
4.3 SAP Help Portal
In this landing or one stop page, you have collective information about the product, E2E scenarios, latest
updates and release, features which will allow you to collaborate with other SAP Business ByDesign, C4C
customers, Partners and SAP counterparts through Discussion Forums, Blogs etc.
SAP Help Portal page for SAP Business ByDesign : https://www.sap.com/india/product/enterprise-

management/business-bydesign.html
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Note: For the time being Support Knowledge Base Articles (KBAs) are only available in English. SAP is
currently working on concepts for translations in other languages as well.
5 HOW END USER CAN REQUEST SUPPORT FROM KEY USER

All users can create incidents from any screen within SAP ByD systems by performing the following steps:
- Open the ‘Help Center’ out of the error or problem situation by choosing ‘Help’ → ‘Help Center’ or by
clicking ‘Help’ from any error message. A new panel is displayed on the right.
- Click ‘Solve a Problem or Report an Incident’ within the ‘Help Center’
- The ‘New Incident’ popup window appears. Complete the details of the incident.
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a. In the priority list, choose the appropriate priority (for details refer to 5.1 of this document).
b. In the category list, choose the appropriate category (for details refer to 5.2 see chapter of this
document).
c. In the subject field, enter a summary of the problem.
d. In the incident description field, enter a detailed description of the problem (for details refer to 5.3 of
this document).
e. To further illustrate the issue, attachments can be uploaded to the incident.
Click ‘Finish’ to save the new incident, then click ‘Close’ to return to your previous screen.
The incidents created by End-Users are automatically sent to Key-Users, who will either directly solve the
incident or forward it to SAP for resolution.
While creating incident, End users and Key users must always fulfill the prerequisites like incident Priority,
Incident categorization, Incident description etc.
A detailed description on these categories is mentioned below.
5.1 Incident Priorities

The incident priorities are defined as follows:
Priority Description
An incident should be categorized with the priority "very high" if the
problem has very serious consequences for normal business
processes or IT processes related to core business processes. Urgent
work cannot be performed.
This is generally caused by the following circumstances:

Very High • A productive service is completely down.
• The imminent system Go-Live or upgrade of a production
system cannot be completed.
• The customer’s core business processes are seriously
affected.
A workaround is not available for each circumstance.
The incident requires immediate processing because the malfunction
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Priority Description
may cause serious losses. In case of a Go-Live or upgrade, the

reason to delay the Go-Live or upgrade must be one that would cause
serious losses if not resolved before Go-Live.
An incident should be categorized with the priority "high" if normal
business processes are seriously affected. Necessary tasks cannot
be performed. This is caused by incorrect or inoperable functions in
High the SAP service that are required immediately.
The incident is to be processed as quickly as possible because a
continuing malfunction can seriously disrupt the entire productive
business flow.
An incident should be categorized with the priority "medium" if normal
Medium business processes are affected. The problem is caused by incorrect
or inoperable functions in the SAP service.
An incident should be categorized with the priority "low" if the
problem has little or no effect on normal business processes. The
Low
problem is caused by incorrect or inoperable functions in the SAP
service that are not required daily, or are rarely used.
5.2 Incident Categories
Please find a description of the incident categories below:
Category Description
Data on screen incorrect or Data that is on the screen is incorrect or data that
missing should be on the screen is missing.
You cannot find information about a part of the
Documentation/Help is
application, or the information you do find is not
incorrect or missing
accurate.
Error Message on Screen You received an error message.
Form or report incorrect or The forms and reports that are available contain
missing incorrect data, or you cannot find a form or report.
Part of the application does not work as expected or
Functionality incorrect or
essential functions are missing. (This may be due to
missing
authorization issues.)
You have a question about how to complete an
How-to question
activity in the application.
You are having problems integrating the application
Integration of Telephony, e-
with your telephony system or your e-mail program.
mail, or data exchange is
Alternatively, you cannot exchange data between
incorrect
SAP Business ByDesign and other applications.
Printer output incorrect or You cannot print documents, or the documents you
missing can print are not displaying correctly.
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Category Description
You cannot access a screen or work center.
Screen or work center incorrect
Alternatively, the screen or work center displays
or missing
incorrectly.
You want to request a service rather than report an
Service request
issue.
You cannot access a value or change a setting,
Setting or value missing from because this value is not displayed on the screen or
screen is read-only. (This is a business configuration
issue.)
System performance impacting The performance of your system has a negative
business effect on business.
Your application is using the wrong language or the
Translation or Language or
wrong character set. Alternatively, there are
regional settings are incorrect
translation issues.
You are having problems relating to your user
User, password, or system
details, your password, or your access to the
access problems
system.
5.3 Incident Description
To ensure prompt handling of your incident, please provide the following information within your incident:
Detailed steps to reproduce the issue

- With which user does the issue occur?
- Which events or actions lead to the issue?
- Which document(s) or object ID(s) do you refer to?
Issue Description
- What is the system behavior (e.g. error message)?
- What do you expect instead?
Note: Please do not provide your logon password in the incident description.
6 HOW KEY USER PROCESS INCIDENTS FROM END USERS
All incidents created by End-Users are sent to Key-User. These incidents are displayed in the View
‘Incidents’ in the Work Center Application and User Management for ByD Key users).
6.1 Check and Takeover incidents
To check new incidents and take them over for processing, perform the following steps:
i. Go to the Work Center ‘Application and User Management’ (ByD).
ii. Select ‘Incidents’
iii. New window will pop-up with list of incidents
iv. Select an incident and click ‘Take Over’ or click on the incident ID and click ‘Take Over’ in the
incident popup.
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v. Key user must follow all the steps mentioned in point 2(from this document) before sending
incident to SAP Support.
A. If Key user find the solution or have a question for clarification by End users after following steps from
point 2, Key user will send incident back to End users by performing the following steps.
i. Take over the incident for processing.
ii. From the ‘Action’ dropdown list you may choose ‘Send to Requester’ if you have an additional
question to the End-User or use ‘Propose Solution’ if you want to propose a solution. Please note
that End-Users can only confirm an incident when it has been returned to them with a proposed
solution.
iii. Click the ‘Add’ button, choose ‘Reply to Requester’ and enter your reply into the text box
iv. Click ‘Save’.
The incident is now transferred to End user for Solution acceptance or for more details requested by Key
User to process the incident.
B. If Key is unable to find solution by following the steps of point 2, then Key user will forward the
incident to SAP Support by performing below steps.
i. Take over the incident for processing.
ii. From the ‘Action’ dropdown list chooses ‘Send to Provider’
iii. Click the ‘Add’ button, choose ‘Note for Provider’ and enter further details into the text box
iv. Click ‘Save’.
7 HOW TO MAINTAIN CONTACT DETAILS FOR END USER/KEY USER/IT CONTACT

For a direct communication between Key-User and SAP Support, it is important to maintain contact data.
Incidents cannot be forwarded to SAP Support if not at least a phone number and an email-address has to
be maintained.
7.1 For Business ByDesign Systems

i. Go to ‘Home’ Work Center
ii. Click on ‘Self-Services Overview’
iii. Under section ‘Company Address Book’
iv. Click Edit ‘My Contact Data’, New window will pop-up
v. Maintain your contact and email address
vi. click ‘Finish’
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7.2 How can Key User change the IT contact in the tenant
Please see below KBA to change the IT contact information

• 2429016 - Modify IT Contact Information in BYD
8 HOW TO SEND INCIDENT FROM KEY USER TO SAP

8.1 How Key user creates an incident
SAP recommends that an incident is created from the screen in which the end/key user faced the issue.
However, all users can create incidents from any screen within SAP ByD systems by performing the
following steps:
- Open the ‘Help Center’ out of the error or problem situation by choosing the vertical ‘Help Center’
strip on the right side of your screen. A new panel is displayed.
- Click ‘Solve a Problem or Report an Incident’ within the ‘Help Center’
Figures 8, 9, 10: Directly forwarding an Incident to Service Provider (SAP Support)
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8.2 How Key User can send additional Information to SAP

In case the incident was saved with the action ‘Send to Service Provider’ it is transferred to SAP. However
Key User can still add further information to the incident and provide it to SAP. You can do so by following
these steps:
1. Go to ‘Application and User Management’ Work Center

2. Click ‘incidents’ under ‘Incidents and Service Tasks’
3. New Window will pop-up where incidents are listed
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4. Click on the incident with the status ‘In process – Provider Action’
5. Click on the required ‘incident number’ – new window will pop-up with incident details
6. Click the ‘Add’ button, choose ‘Note for Provider’ and enter further details into the text box.
7. Click ‘Save’.
8.3 How to receive confirmation of Incident reception from SAP
Once Key user send an incident, it will take up to a maximum of 10 minutes (typical below 5 seconds) to the
transfer to SAP.
You can check if your incidents have reached SAP Support (Service Provider) via 3 indicators.
Indicator 1: External ID will be displayed. See Figure 14
Indicator 2: Key user will receive an e-mail notification to confirm the receipt of your incident.
In case if you do not see or receive these indicators, it is recommended to call SAP Support hotline
https://support.sap.com/en/contact-us/phone.html
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9 HOW CAN A KEY USER HANDLE INITIAL USER PASSWORD REQUESTS

9.1 How can a Key user request SAP to resend the logon credentials (Initial User ID & Pwd)
Initial user and password will be sent from SAP only to the IT contact maintained in the system/contract.
Key user can raise an incident with the below details and send it to SAP
• Customer Name:
• Customer ID:
• Tenant URL:
• IT contact maintained in the system/contract (Optional):
Note: Initial User Password is only valid for 30 days. Initial user gets locked after 30 days.
Once the incident is received at SAP, SAP will validate the request and resend the credentials.
9.2 How can a Key User create IT contact in the tenant
Key user can create the IT contact from their end, by following our knowledge base article.
• 2101230 – How to create a commercial contact, IT contact or SAP Store Buyer Contact.
9.3 How can a Key user request SAP to change the IT contact for a tenant, where no IT contact is
maintained
Key user needs to contact their CEE (Customer Engagement Executive) via Email for the change.
SAP CEE will evaluate the request and trigger necessary actions with SAP to get the IT contact changed.
SAP CEE can refer to the SAP Internal KBA to know more details.
NOTE: Your AE (Account Executive) can tell you your dedicated CEE contact.
9.4 How can a Key user reset password from your end
Kindly use the self-service “Forgot Password” functionality in the login page/screen.
To reset password with the forgot password functionality please follow the below steps:
• Go to login page of the tenant
• Input your user ID and click on Forgot Password
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• A new pop up screen will prompt asking you to enter Email ID

• Input Email ID and click on Submit
• You will receive an Email with the passcode
• Input the passcode and click on submit.
• Password will be displayed in the new pop up window
• Login again with the new password and reset accordingly.
9.4.1 How can a Key User reset the password for Another User (whose password is locked)
Follow the below steps to unlock password of the user:  

• Go to Application & User Management work center.  
• Select view User and Access Management and sub-view Business Users
• Select the User and click on Unlock User (If the password is locked, unlock button will be enabled, if
not Unlock button will be greyed out).  
Once the password lock has been removed, you can than inform the user to log in with the same credentials
which he/she normally uses to login to the system. 
NOTE: A Key User is a user who have access to the Application User and Management work center and
incidents View are called key user.  
9.4.2 How can a Key user reset password for Another User
Kindly follow the below steps to reset the password for another user.
1. Go to Application and User Management work center.
2. Select view User and Access Management and sub-view Business Users
3. Select the User and click on Edit Attributes
4. Click on Actions & Click on Generate Password
5. Click on Save
6. Email will be sent to the Email ID maintained for that user, with the new password
7. Go to login page input the User ID and Password which you have received in the Email
8. Change password
9. Continue to use the system
9.4.3 How can a customer request SAP to reset the password for an End User
Kindly ask the End user to get in touch with the Key user to get the password reset. OR they can use the
forgot password functionality to reset the password from themselves.
NOTE: SAP will never reset password for End/Business Users.
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9.4.4 Various Reasons where Business/Key users are locked
Business/End Users will be locked, when the user has left the company & manually locked by the
Administrator/Key user. OR The validity of the user is expired, hence the system will automatically lock the
user.
If Key user wants to unlock the user, then key user will have to remove the user lock in Application & User
Management Work center under Business Users. Below screenshot refers to the same.
10 HOW TO RECEIVE SOLUTION FOR INCIDENT
10.1 Getting Answers from SAP

When SAP Support proposes a solution, Key user will receive an e-mail notification.
The incident appears in the view ‘Incidents’ with status ‘In Process’. (All incidents which require action from
the Key-User are shown under ‘In Process’, i.e. also those incidents that have been sent from End-Users
10.2 Propose solution for End User
If you agree with the solution proposed by SAP, propose the solution to the End-User with the following
steps:
1. In the incidents detailed view click the ‘Add’ button and choose ‘Note for Requester’.
2. Choose the action ‘Propose Solution’.
3. Click ‘Save’
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10.3 Reopen Incident to SAP Support
If you think the solution proposed by SAP is inadequate, resend the incident to SAP Support with the
following steps:
1. In the incidents detailed view click the ‘Add’ button and choose ‘Note for Provider’.
2. Enter the reason why you send this incident back to SAP Support.
3. Choose the action ‘Send to Provider’.
10.4 Closing Incident
When SAP Support proposes a solution to your incident, you will receive an e-mail notification. The incident
appears in the view ‘Incidents’ with status ‘In Process’. (All incidents which require action from the Key-User
are shown under ‘In Process’, i.e. also those incidents that have been sent from End-Users.)
If SAP solution proposal helps you overcome the situation, please
• Confirm the incident (by changing the incident status to confirmed) and
• Submit your feedback to SAP Support. Your feedback is very valuable to us and helps us to improve
our customer service.
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10.4.1 Confirming an Incident
To confirm a solution of an incident, please proceed with the following steps:
1. Go to Work Center ‘Application and User Management’ → ‘Incidents’.

2. Show incidents in status ‘Completed Incidents and click ‘Edit’. ( Incidents will be visible here when
the end user/requester of the incident changes the value in the field ‘Action’ as ‘Completed’.)
3. Choose value in the field ’Action’ as ‘Close’.
The solution provided was confirmed. The status of the corresponding incident at SAP Support (if it was
transferred to SAP) will be changed to ‘Confirmed’. Also, it is no longer possible to change or reopen the
incident.
10.4.2 Providing feedback to SAP Support
When SAP provides a solution to your incident, you will receive a separate email containing a link with the
following questions:
• How satisfied were you with: The time of the first reaction?
• The time it took to resolve your incident?
• The quality of the proposed solution?
• The continuous update on the progress of your incident?
• The conduct of the person involved?
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▪ When you open the feedback survey link, the below questionnaire screen opens in a HTML page as
per the below example below
• You can only submit the feedback once. If you try again, you will receive the following error message.
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Please take the time to provide your feedback to SAP. Your feedback is greatly appreciated and highly
valued and will be used as a tool to further improve the SAP Cloud Support services to fully meet your
expectations. In case you do not receive any e-mails containing the feedback survey, then please raise an
incident to SAP about it.
11 TIME DEPENDENT ACTIVITIES – TENANT CREATION/TERMINATION/RESTORE POINT/REFRESH

What is the expected time of completion for time dependent activties like Tenant Creation, Tenant
Termination, Tenant Refresh, Restore Point or Reset to Restore Point.
Time Dependent Activity Expected Time for Completion
Creation of tenant – Test or Production 1 Business Day *
Termination of Tenant – Test or Production 1 Business Day *
Restore Point Creation or Termination 1 Business Day *
Reset to Restore Point 1 Business Day *
Refresh of a Tenant 2 Business Day *
“*“ Time required after the downtime has been completed. The expected time is subjected to change, if the
process encounters any technical issue which needs further investigation. Technical issue can be of many
kinds eg PDI issues, Extensibility Issues, Post processing errors etc.
12 HOW CAN A CUSTOMER CONTACT SAP CLOUD SUPPORT IN CASE OF EMERGENCY

A hotline is available if you encounter severe issues. You may call this hotline if you encounter either:
- System outages
OR
- Built-in Support and Web-Based Support are unavailable, and you have a severe issue, please
contact the SAP Emergency Support Hotline from any location via the number available in below link
http://service.sap.com/call1sap , Option 4. Support is available in English, German, French, Spanish,

Portuguese and Mandarin during your normal business hours.
By calling the hotline, you can also

- Request a speed up of the incident processing
- Request the escalation of a P1 incident
- Request a call with the incident processor
- Where applicable, request a conference call with incident processor and SAP development
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13 ADDITIONAL SUPPORT CHANNELS
13.1 SAP Community
For assistance regarding how the system work and how to configure it SAP does have a specific community.
The SAP Community is as great source of information and can be helpful to find answers to many questions
regarding the implementation and use of SAP products. We have a dedicated team of experts that check all
the topics daily.
Here is the link to access more details on <SAP ByD Community>
13.2 SAP Influencer Portal.
The product team for SAP Business ByDesign wants your input on how to make the product better. The SAP
influencer portal is a channel meant to be used for new ideas and suggestions for all the SAP solutions.
The benefits of using this channel are:

•You make your voice heard when it comes to adding new features to future releases of SAP Cloud for
Customer.
•You have full transparency about what happens to all submitted ideas.
•You can engage and connect with a network of other customers, partners and SAP experts
Here is the link to access <SAP Influence - ByD>
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14 DOCUMENT MAINTENANCE
Version Status Date Change Description

V 1.0.0 Released 15-Aug-2017 Initial release after signed off by
Document Owner – New Document
V 1.0.1 Released 27-Oct-2017 Replaced CDs with KBAs
V 1.0.2 Released 28-Dec-2017 Document adjusted to product
Business ByDesign
V 1.2 Released 31-Aug-2018 Replaced all silver light screenshots
with HTML screenshots and minor
content additions
V 1.3 Released 04-April-2019 Added sections how to reset
password and how to change IT
contact
V 1. 4 Released 19- Jun-2019 Added the link for SAP internal KBA
for CEEs highlighting the change
process.
V 1.5 Released 18 November, Added Expected time for Time
2019 dependent activities.
© 2019 SAP SE or an SAP affiliate company. All rights

reserved. No part of this publication may be reproduced or
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24 CUSTOMER

SAP Business ByDesign Step by Step Guide To Key&end Users

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SAP Business ByDesign Step by Step Guide To Key&end Users

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CUSTOMER

1 PURPOSE OF THIS DOCUMENT

2 DEFINITION OF END USER AND KEY USERS

3 INCIDENT MANAGEMENT PROCESS FLOW FOR CUSTOMERS

3.2 CHD – Customer Helpdesk

3.3 CCC – Customer Competence Center

4 HOW TO SEARCH FOR SOLUTIONS

Please proceed as follows:

4.1 Find your answers directly in your “Help Center”

Please refer to Figure 1 for systems screenshots.

4.1.1 Detailed explanation of all fields shown in Help Center

i. “Search” – Applicable to both Business ByDesign/Cloud for Customer

ii. Help Resources

a) “Overview” – Only to Business ByDesign Systems

c) SAP Business ByDesign Library

d) Make SAP Business ByDesign Better

iii. Company Specific help

iv. My help Notes

4.2 Search for Support Knowledge Base Articles (KBAs)

ii. Search Results

4.3 SAP Help Portal

SAP Help Portal page for SAP Business ByDesign : https://www.sap.com/india/product/enterprise-

5 HOW END USER CAN REQUEST SUPPORT FROM KEY USER

A detailed description on these categories is mentioned below.

5.1 Incident Priorities

This is generally caused by the following circumstances:

may cause serious losses. In case of a Go-Live or upgrade, the

5.2 Incident Categories

Please find a description of the incident categories below:

5.3 Incident Description

Detailed steps to reproduce the issue

6 HOW KEY USER PROCESS INCIDENTS FROM END USERS

6.1 Check and Takeover incidents

7 HOW TO MAINTAIN CONTACT DETAILS FOR END USER/KEY USER/IT CONTACT

7.1 For Business ByDesign Systems

Please see below KBA to change the IT contact information

8 HOW TO SEND INCIDENT FROM KEY USER TO SAP

Figures 8, 9, 10: Directly forwarding an Incident to Service Provider (SAP Support)

8.2 How Key User can send additional Information to SAP

1. Go to ‘Application and User Management’ Work Center

8.3 How to receive confirmation of Incident reception from SAP

9 HOW CAN A KEY USER HANDLE INITIAL USER PASSWORD REQUESTS

9.2 How can a Key User create IT contact in the tenant

• A new pop up screen will prompt asking you to enter Email ID

Follow the below steps to unlock password of the user:

NOTE: SAP will never reset password for End/Business Users.

9.4.4 Various Reasons where Business/Key users are locked

10 HOW TO RECEIVE SOLUTION FOR INCIDENT

10.1 Getting Answers from SAP

10.2 Propose solution for End User

10.3 Reopen Incident to SAP Support

10.4 Closing Incident

10.4.1 Confirming an Incident

To confirm a solution of an incident, please proceed with the following steps:

1. Go to Work Center ‘Application and User Management’ → ‘Incidents’.

10.4.2 Providing feedback to SAP Support

11 TIME DEPENDENT ACTIVITIES – TENANT CREATION/TERMINATION/RESTORE POINT/REFRESH

Time Dependent Activity Expected Time for Completion

Creation of tenant – Test or Production 1 Business Day *

Termination of Tenant – Test or Production 1 Business Day *

Restore Point Creation or Termination 1 Business Day *

Reset to Restore Point 1 Business Day *

Refresh of a Tenant 2 Business Day *

Follow the below steps to unlock password of the user:  