3665054 - How to Find and Process, in SAP for Me, Cases created from a ByD or C4C tenant.

In this document we will explain how to Find and Process, in SAP for Me, Cases created from a ByD or C4C tenant.

• SAP Cloud For Customer
• SAP Business ByDesign
• SAP for Me

If C4C or ByD built in support is not accessible, it is possible to fully process a case directly from SAPForMe.

1. Login to the SAP Support Portal or access SAP for Me directly.

2. Ensure you are accessing the portal with an S user that belongs to the correct account which should be the account containing the C4C or ByD installation. Your user must have Case management access, read and write. If you are unsure which S user to use, or whether you had the necessary access rights, please check with our Customer Interaction Center.

   Our non technical hotline can be used, 24/7 for all case access issues, case management, escalation request, call back, SUser management, etc more info can be found here.

3. Once logged to SAPforMe you can check which S users is  selected by clicking on your profile icon.

     4. Next, Navigate to “service & Support” to access all opened cases.

     5. Click on the tile "View Cases".

     6. Please note, if your case was opened from the legacy built in support in C4C or ByD, you will likely not be the person assigned to the case, you can easily find all tenant relevant cases with the filter option.

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display all cases.

     7. If your case is still in progress, status should be anything except for "confirmed", "not sent to SAP" and "automatically confirmed". You can further filter using the "system" field which is your tenant ID.

     8. To find your tenant ID, open your tenant, go to the Work Center "Service Control Center" -> "system". From this view all tenant under your account will be visible

     9. Copy the tenant ID and paste to the filter field of SAP for Me . It will display only the cases created from these tenants.

     10. You can then edit your case and resume processing. For any support regarding case management, please contact CIC.

     11. If you are not the reporter of the case, you can add yourself as new contact to receive all case related notifications.

     12. If you mark one or multiple case as favourite , they will be displayed  on your SAP for Me Homepage and you will be able to access them without searching again.

Follow detailed steps above

SAP for Me, Service and Support, favourites,  , KBA , XX-SER-FORME , SAP for Me , How To

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