SAP Knowledge Base Article - Public

2594317 - Error message when reporting an Incident to provider in Business By Design


You are unable to to send an case to SAP due to the error: "Cannot send to provider: please update your e-mail address and/or telephone number. For help, see the quick guide in the Help Center. To report the case internally, deselect the Forward to service proider checkbox".

error message.jpg


SAP Business ByDesign

Reproducing the Issue

Check the box sent to provider when creating an case.


It is required to have an e-mail address and telephone number associated to your account.


The workplace e-mail address can only be maintained by administrator not by employee/service agent himself/ herself.

To maintain the email address for:

(A) For Internal employees:

1.      Go to Personnel Administration work center.

2.      Go to Regular Tasks view.

3.      Select Change Workplace Contact Data task.

4.      Search the Employee and enter Email under Communication Data.


(B) For Service Agent:

1.      Go to Business Partner Data work center.

2.      Go to Service Agents view.

Select Service Agent and edit Email.

See Also

Incident Handling - SAP Cloud for Customer/ SAP Business ByDesign/ SAP Cloud for Travel

How to create cases on SAP Cloud for Customer/ SAP Business ByDesign/ SAP Cloud for Travel 

Cloud for Customer KBA 3164313 - You are getting an error while you want to send an case to SAP  Business ByDesign


Hybris, Report an case, Send case to provider, SAP, Provider, Business ByDesign, Cannot send to the provider , KBA , AP-SSR , SAP Support Request Processing , Problem


SAP Business ByDesign all versions ; SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions