2513110 - Not able to send Incident to Provider(Action Field missing)

SAP Knowledge Base Article - Public

2513110 - Not able to send Incident to Provider(Action Field missing)

Symptom

Not able to send incident to Provider.

Reproducing the Issue

1. Login to system
2. Go to Application User And Management Work Center
3. Go to Incidents View
4. Select the incident and click on Edit
5. In action Send to Provider is missing

Note : Action field have only Complete option.

Cause

Requester himself is also a key user .

The ticket raised by key user has been picked up by another key user.

Resolution

Please understand that the Application and User Management, Incidents work center view is meant for key users to pickup and process incidents.


When incident is put back to requester action , the reply has to be send from the following below steps :

1. Go to Help center
2. Click on Track my incidents.


Once it is done the status will change to 'In process' for key user and the ' send to provider ' option will also be available.

Keywords

KBA , SRD-CC , Cross Components , How To

Product

SAP Business ByDesign all versions ; SAP Hybris Cloud for Customer all versions