SAP Knowledge Base Article - Public

2585466 - Incidents cannot be sent to Service Provider

Symptom

You receive a error message: Cannot send to the provider; your contact details are not maintained. Your e-mail address and/or telephone number is not maintained. This means that the provider cannot contact you quickly in the event of a problem. Please update your contact data. when trying to send an Incident to Service Provider.

Reproducing the Issue

  • Go to Application and User Management work center.
  • Select Incidents and Service Tasks view.
  • Incidents Sub-view.
  • Select an Incident and press Edit.
  • Change Action to Send to Provider.
  • Add a Remark for Provider.
  • Press Save.
  • Receives the error: Cannot send to the provider; your contact details are not maintained. Your e-mail address and/or telephone number is not maintained. This means that the provider cannot contact you quickly in the event of a problem. Please update your contact data

Cause

This may be because data for the key user is not maintained correctly in the Business ByDesign system. After maintaining contact details of the key user, user can send the incident to service provider.

Resolution

Please maintain the following contact details for the key user in the contact data:

  • E-mail address
  • At least one phone number

Use following steps to maintain contact details for the key user:

  1. Go to the Home work center.
  2. Click on the Self-Services view.
  3. Select the Self-Services Overview sub view.
  4. Click on the Edit My Contact Data link under the Company Address Book section.
  5. Enter at least one phone number (Office Phone or Mobile Phone)
  6. Enter your E-mail address.
  7. Click on the Finish button to save contact details.

Keywords

KBA , incident cannot be sent to provider , incident , send to provide , AP-LM-AM-INC , Incident-Uis , Problem

Product

SAP Cloud for Customer add-ins all versions