Integrated incident management for hybrid landscapes

A system comprising:

• a processor of a communication hub;
• a communication module configured to receive an incident ticket from a first component of a first landscape indicating an incident;
• and
• a routing module configured to determine, using the processor of the communication hub, a second component in a second landscape to which incident information including the incident ticket is to be routed, the determining based on an attribute extracted from the incident ticket, the first landscape and the second landscape comprising a customer on-premise landscape and a service provider landscape having an on-demand system providing a service to the customer on-premise landscape,
• the communication module further configured to transmit the incident information to the second component, receive a solution for the incident ticket from the second component based on the second component having the solution, receive a solution from a component of a service backbone based on the component of the service backbone having the solution, and forward the solution to at least one of the first component or the second component.

A non-transitory machine-readable medium in communication with at least one processor, the non-transitory machine-readable storage medium storing instructions, which when executed by the at least one processor of a machine, cause the machine to perform operations comprising:

• receiving, at a communication hub, an incident ticket from a first component of a first landscape indicating an incident;
• determining a second component in a second landscape to which incident information including the incident ticket is to be routed, the determining based on an attribute extracted from the incident ticket, the first landscape and the second landscape comprising a customer on-premise landscape having an on-premise system and a service provider landscape having an on-demand system providing a service to the on-premise system;
• transmitting the incident information to the second component;
• receiving a solution for the incident ticket from the second component based on the second component having the solution;
• receiving the solution for the incident ticket from a component of a service backbone based on the component of the service backbone having the solution;
• and
• forwarding the solution to at least one of the first component or the second component.