SAP Knowledge Base Article - Public

3252038 - "Forward to Provider" Checkbox Missing When Reporting a Case


While reporting a case, the "Forward to Provider" checkbox is missing and that the "Application Area" field is no longer mandatory.

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SAP Business ByDesign

Reproducing the Issue

  1. Click the Help (?) button at the top-right corner of the screen, then click Help Center
  2. A column will open on the right side of the screen; under Support, click "Solve an Issue or Report a case"
  3. Click Next to proceed to step 2 - Enter case Information.
  4. In this screen, the "Forward to Provider" checkbox is missing and the "Application Area" field is not mandatory:


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.


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


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


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