2684828 - How To Return An Case To Provider Which Has The Status In Process - Requester Action

An Case in your system has the status 'In Process - Requester Action' and has a processor ABC (ABC represents the processor name) and a requestor DEF DEF represents the requester name).

You want to know how to send the Case from the requester (internal user on your side) to the provider (SAP).

SAP Cloud for Customer

SAP Business ByDesign

1. As requester log into the system with your user DEF.
2. Click Track my Cases.
3. Cases with the status 'In Process - Requester Action' can be found in the Open Cases query.
4. To return the case to the processor (and to get rid of the status in process requester action): enter a note and click Submit.
5. The status of the case changes to In Process.
6. Logon with your processor user ABC.
7. Go to use the Process Cases view (You can find the case in My open cases (if it is yours), under All Open Cases, Cases in Process, and All).
8. Open the case.
9. Click Edit.
10. If you are not yet the processor you can click Take over.
11. You now have the following actions available: Send to provider, Propose solution, Complete and Send to Requester.

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