SAP Knowledge Base Article - Public

3409339 - Not able to create a new case (Agent Desktop and Service Cloud)


  • Symptom 1: Unable to Initiate Case Creation

    • Description: Users are encountering difficulty initiating the creation of a new case through both Agent Desktop and Service Cloud interfaces.
    • Observation: The expected screen for case creation is not accessible, hindering the process.
  • Symptom 2: Missing Sections in Case Creation Screen

    • Description: The case creation screen is experiencing a crucial issue, as essential sections are absent.
    • Observation: Users are unable to create new cases due to the absence of vital sections required for input and data entry.


  • SAP Sales Cloud Version  2 1.0
  • SAP Service Cloud Version 2 1.0

Reproducing the Issue

  1. Access the Appropriate Tenant: Begin by connecting to the relevant tenant in the system.
  2. Navigate to Agent Desktop: Proceed to the Agent Desktop interface.
  3. Search and Confirm a Business Partner: Utilize the search functionality within Agent Desktop to locate and confirm the relevant Business Partner.
  4. Access the Customer Hub: Navigate to the Customer Hub within the system.
  5. Initiate Case Creation: Within the Customer Hub, click on the 'Create' option and select 'Case' from the dropdown.
  6. Observe Missing Form: Upon selecting 'Case,' note that while the Case tab opens, the corresponding form is inexplicably missing.


Missing configuration


  • Ensure your system has case types defined. Please refer to KBA 3246216.
  • If you have cases defined, then please ensure the General section is present via Adaptation Mode
    1. From the AD screen, go to the User Profile -> Start Adaptation
    2. If the Section does not exist, click the + sign -> Manage Section -> + sign
    3. Under Search, click on General (+)
    4. Click Apply
    5. Click End Session and retest

See Also


Agent Desktop, Case, Form, missing, no case, service cloud version 2, v2, AD, Customer Hub, Case Management , KBA , CEC-CRM-AD , Agent desktop - live channels , Problem


SAP Sales Cloud and SAP Service Cloud Version 2 1.0