3665054 - How to find and process cases created from a ByD or C4C tenant - SAP for Me

• How to find cases from a ByD or C4C tenant
• How to process cases from a ByD or C4C system

• 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 in SAP for Me.

1. Open SAP for Me
2. Click on your profile icon to make sure you are logging in with a S-user ID under the correct customer number containing the C4C/ByD installation/systems.
   Note: S-user ID must have Case authorizations - see KBA 3383142 - What authorizations are required for support case handling - SAP for Me.
   
   
   
   
3. To view cases, open https://me.sap.com/cl or https://me.sap.com/servicessupport/cases
4. Use the filter options to expand the search results
   
   Tip: If the case was opened from the legacy built-in support in C4C or ByD, you will likely not be the S-user assigned to the case, but you can easily find all tenant relevant cases with the filter option.
   
   
   
   
   
5. If your case is still in progress, status should be anything except Confirmed, Not Sent to SAP, or Automatically Confirmed.
6. You can further filter using on the System field which is your tenant ID.
   - To find your tenant ID, open your tenant in Work Center using Service Control Center > System. 
   - Copy the tenant ID and paste to the filter field of SAP for Me which allows you to display only cases created from the tenant.
   
   
7. You can open and edit your case to resume processing
   
   Tips:
   - If you are not the reporter of the case, you can add yourself as new contact to receive all case-related notifications by following KBA 2213199 - How to add/remove additional contacts in an existing support case - SAP for Me
   - Mark cases as favorites so they are displayed on your SAP for Me homepage and accessible without searching.
   
   

Who to Contact
If you have issues logging into SAP for Me and/or you are unable to create a case (or need to escalate a case), please contact the CIC team here who handle all non-technical inquiries (SAP Note 5560499 - How to contact CIC team (email, chat...).

 

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