Let’s walk through the path and see how a support incident can be closed. To confirm the solution provided by SAP – and once an incident is closed, there is no option to re-open.
During the incident lifespan, SAP Support may request additional information before being able to provide a solution; however only customers & partners when applicable, can formerly close incidents.
First and foremost, an S-user ID should have the Close incident authorization otherwise, this option will not be available. And you need to contact a user administrator in your company requesting authorization.
To close an incident in SAP One Support Launchpad, you can follow the below steps:
- Open the incident
- On the bottom right, click on ‘Close’ option.
Note: Some incidents that are on SAP side, may have a ‘Request to Close’ option on the bottom right instead. If you use this option, it will set the incident to ‘Customer Action’. To complete the closure of the incident you will need to go into the incident again and click Close it to complete the process.
When closing an incident, the SAP Support Interaction Survey (SIS) will open in a new window. You can always have a check on the SAP KBA note#2331471 – How to provide Feedback on Incident handling via SAP Support Interaction Survey – SAP ONE Launchpad [VIDEO]
If in doubt about the steps, would always advise everyone to refer the SAP KBA note# https://launchpad.support.sap.com/#/notes/1239839 – which gives detailed information about how to close your SAP support incident
Also you may refer to the below video where you would learn with clear steps on how you can close a SAP Support Incident.
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