Hello there!
I'm about to implement SM Workcenter, but have couple of questions about Incident management. I've read quite a lot of articles about this subjects, but unfortunately I have not seen SAP Solman in action... actually I need to implement it. I do not have solid experience with, so therefore my questions might be lame. I've created users in su01, have defined roles as it's written in user guides, everyhting is Ok and users can login into sm_workcenter and incident mnagement works fine, at least for those with sap_all profiles 
1. What is the best practice when I create business partners and business users? Do I need to create new one for each user or I can use the same business partner for all of them? we will be using Solman only for incident management.
2. How to forward 1 st priority issue to SAP in non office hours? I did not manage to find this in user guides or in SAP books? Is it handle automatically, or do I need to set this up manually?