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SAP Knowledge Base Article - PublicSymptom
"Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental."
- BYD/C4C case need to be forwarded to SAP for assistance
- Customer would like to check cases' status, but they only have an internal reference number
- Unable to see External Reference ID
Environment
- SAP Business ByDesign
- SAP Cloud for Customer
Cause
- All the cases sent to SAP will have an External Reference ID.
- Only an case with an External Reference ID can be found in SAP system.
- Only C4C/BYD key users have the authorizations to forward cases to SAP. They should maintain their contact information before they send the case to SAP, including a phone number and e-mail address.
If customer is checking the cases from 'Help Center' - 'Track my case', there is no 'External Reference ID' column shown in the list. Even after they have forwarded the case to SAP, they will not be able to find the External Reference ID.
Resolution
Open an internal case for editing.
1. In a ByD Tenant : Click 'Application and User Management' from the work center and select 'Cases'.
2. In a C4C Tenant :Click the Workcenter "Administrator" and select "Cases".
In the drop down menu, select "All Cases".
The External Reference ID column will be shown in this list, if this column was not shown, it may be hidden in the right side, you can move the scroll bar in the bottom of the page.
See Also
Keywords
KBA , external reference id , unable to send incident to sap , send incident to sap , external reference number , AP-SSR , SAP Support Request Processing , How To
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