2594317 - Error message when reporting an case to provider in SAP Business ByDesign

"Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental."

You are unable to to send a 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".

SAP Business ByDesign

1. Login to the tenant.
2. In the right top corner, click on question mark button and select help center.
3. Scroll down to support tab and click on Solve an Issue or Report an Incident link.
4. Fulfill the pre-requisites to submit an incident, you will see the error message "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".

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.
3. Select Service Agent and edit Email.

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

BYD, C4C,Report a case, Send case to provider, SAP, Provider, Business ByDesign, Cannot send incident to the provider. , KBA , AP-SSR , SAP Support Request Processing , SRD-CC-CI-CCS , ByD Service Control Center , Problem

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