3773489 - Manually Close Cases with status "In Process - Provider Action"

After the latest release, existing SAP support cases appear stuck in the status "In Process – Provider Action" within SAP Business ByDesign (ByD) and are no longer updating or progressing. These cases were open at the time of the introducing New Built in Support and are now disconnected from SAP Support.

SAP Business ByDesign

The latest release introduced a new Built-In Support integration, replacing the previous Built-In Support for the ByD product. As part of this transition, any support cases that were already open at SAP became disconnected from ByD. These cases are no longer linked to the new integration and will remain in the "In Process – Provider Action" status indefinitely within ByD, as they cannot be updated through the previous channel.

Follow the steps below to manage affected cases:

1. Access the disconnected cases via SAP for Me, where the existing open cases remain visible and accessible.
2. Review the case status — if the underlying issue has already been resolved, the case can be manually closed from the SAP side.
3. In such cases, report a new case to SAP Support to close those cases manually.

in process - provider action, close, byd, dsx, new built in support , KBA , AP-LM-AM-INC , Incident-Uis , How To