Symptom
While reporting a case, the "Forward to Provider" checkbox is missing and that the "Application Area" field is no longer mandatory.
"Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental."
Environment
SAP Business ByDesign
Reproducing the Issue
- Click the Help (?) button at the top-right corner of the screen, then click Help Center
- A column will open on the right side of the screen; under Support, click "Solve an Issue or Report a case"
- Click Next to proceed to step 2 - Enter case Information.
- In this screen, the "Forward to Provider" checkbox is missing and the "Application Area" field is not mandatory:
Cause
The option to send a case to provider (for example, SAP Product Support) is only available to key users. Additionally, specifying application area is only mandatory when sending the case to SAP Product Support.
Hence, for users that are not key users, the "Forward to Provider" checkbox will not be shown and the "Application Area" field will be optional.
Resolution
Regular users are expected to report cases internally to be reviewed by the key user, which will then forward them to provider if needed.
In case the user in question should be a key user, ensure they have access rights to the work center view of the Application and User Management work center, which enables the user as a key user.
See Also
Solve a Problem or Report a Case at SAP Help Portal
Keywords
Forward to Provider, missing, Application Area, mandatory, report, case, key user, , KBA , AP-SSR , SAP Support Request Processing , SRD-CC-CI-CCS , ByD Service Control Center , How To