SAP Customer Data Cloud Positions

Opening A Support Incident

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This page will show you how to open a support incident in the SAP Launchpad.

To begin the process, navigate to the SAP Launchpad portal via either the Gigya Console Support tab (below), or by going directly to the SAP Customer Interaction Center located at



Searching the Knowledge Base

To begin, once arriving at the portal, click Submit an Incident.



If you are not already logged into the SAP system, you will now be prompted for your credentials.

These credentials are different from your Gigya Admin Console credentials. If you do not have SAP ONE Support Launchpad credentials, please contact your company's administrator or the CIC team.



Agree to the Terms of Use.



Select one or more solutions; for Customer Data Cloud customers, select C/4HANA (Hybris).


Before you can create a new incident, you need to verify that there are no existing incident(s) similar to the one you are encountering. You can do this by searching the Knowledge Base to see if there are any articles that may help you with a related issue.

To begin, enter a search phrase, i.e., Customer Data Cloud.



You can narrow your search by adding additional data to the search or scroll through the existing knowledge base articles to locate similar issues.


Submit an Incident

If you can not find any articles that resolve your issue, you can now submit an incident. You can do this via the Submit an Incident button in the top navigation bar.



On the next screen, if it is not already auto-filled, enter the necessary data and press Search.



After the search has located the appropriate Product, click it to open the Incident Report form.



Enter all the necessary information into the form to expedite your incident.


Ensure the *Component is set to CEC-PRO for Customer Data Cloud issues.




Finally, when finished, press Submit, located in the bottom navigation bar of the page.



Viewing Incident Status

Once the incident is created, you will receive an email confirming receipt of the incident as well as additional notification emails when updates are available on your incident. Additionally, you can always view your tickets status in your Support portal.

If this is an emergency (P1) issue we also encourage you to call our 24x7 emergency support line at +1 (813) 882-5250.





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