3632481 - Incorrect "Reported By" Name on Incidents

Wrong "Reported by" (Person) name appears on the Incident/Case.

 SAP Cloud for Customer

When a case is replicated from the tenant to SAP for Me, the key user will not be mapped to the matching S-user, but instead, the case will be assigned to the customer account’s contact with the role “Cloud Administrator”.

Cloud Administrator Assignment:

• The Cloud Administrator should be aware that they might be assigned C4C cases. No action is expected from the Cloud Administrator as they will only have “read” access.
• The role "reporter" in the tenant and "reporter" in SAP for Me are not the same and don’t have the same function; they will not be mapped.

Replication Logic:

• The replication logic cannot be changed. The Cloud Administrator will be assigned all new cases from the tenants.
• Any case created from the tenant will have a flag stating: "As this case was created through built-in support in your tenant, please also edit or confirm it from the tenant".

Processing Cases:

• The reporter/key user in the built-in support is the only admin who can process this case.
• The Cloud Administrator in SAP for Me will only have “read” access.
• Key users can see and access cases from SAP for Me if required but will only have view access. Cases created from the tenant can only be processed from the tenant.
• Note: The key user in the built-in support will still receive all case notifications.

Refer to: KBA 2818903 - Incorrect reporter in a C4C or ByD support case - SAP for Me

Refer to: KBA 2596214 - How to maintain Super, Cloud, and User Administrator S-user IDs listed in My Important Contacts - SAP for Me

report name, incident details, case details, active contacts, service control centre, cloud administrator, key user, replication logic, tenant, sap for me, read access, view access, case notifications , KBA , LOD-CRM-ADM , Administration UI , Problem

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions