In case you're operating multiple tenants and find it tedious to monitor incidents created in each tenant separately, please check out SAP note 2611988, which explains the two available options Central Helpdesk Scenario - CHD and Customer Competence Center Scenario - CCC. In short, the former will forward all incidents reported in any tenant to a central tenant for processing, while the latter adds an extra layer to the "Send to Provider" functionality by forwarding the incident to a central (internal) helpdesk fist, who may then choose to foward to SAP.