SAP Knowledge Base Article - Public

3326524 - Case Status is Incorrect Under Track My Cases View


Status of Caset under track my Cases in help center and in application and user management workcenter is not in sync.


SAP Business ByDesign

Reproducing the Issue

  1. Go to Application and user management WorkCenter
  2. Navigate to Cases View and search for Case
  3. It is in status closed
  4. Now, login with particular business user and go to Help Center
  5. Open Track my Cases
  6. Search for Case
  7. It is in process status


This is due to inconsistency in sync between status in help center and application and user management work center.


Follow the below steps to close the Cases from UI .

  1. Open Track my cases
  2. Open the case that needs to be closed.
  3. Click on "Cancel case" button. It will change the status to completed there.
  4. If that does not work,it needs to be closed from backend for this you need to provide your approval

See Also

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


Help Center, Track my cases, In Process, Closed, case , KBA , help center , track my incidents , in process , closed , incident , AP-RC-UIF-RT-B , ByD HTML5 Client (not for Cloud for Customer) , AP-LM-AM-INC , Incident-Uis , Problem


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