2598206 - Customer cannot find the external reference ID after sending a C4C/BYD incident to SAP

SAP Knowledge Base Article - Public

2598206 - Customer cannot find the external reference ID after sending a C4C/BYD incident to SAP

Symptom

  • An 'external reference ID' is necessary for SAP to check incidents' status.
  • Customer would like to check an incidents' status but cannot find the external reference ID after sending it to SAP.
  • There is no 'external reference ID' column in customer's incidents tracking list.

Environment

C4C; BYD; Cloud for Customer; Business Bydesign

Cause

If customer is checking the incidents from 'Help Center' - 'Track my incident', there is no 'external reference ID' column shown in the list. Even they have forwarded the incident to SAP, they will not be able to find the external reference ID.

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Resolution

1. Click 'Application and User Management' from the work center and select 'Incidents'.

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2. The external reference ID column will be shown in this list, if this column was not shown, it may be hidden in the right side, you can move the scroll bar in the bottom of the page.

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If it is shown as 'blank' in this column, please refer to KBA 2538536 How to get an external reference number for BYD/C4C incident  to forward this incident to SAP.

Keywords

C4C; BYD; Cloud for Customer; Business Bydesign , KBA , XX-SER-CIC-KM , CIC Knowledge Management , How To

Product

SAP BUSINESS BYDESIGN 1705 ; SAP BUSINESS BYDESIGN 1708 ; SAP BUSINESS BYDESIGN 1802 ; SAP Business ByDesign 1502 ; SAP Business ByDesign 1508 ; SAP Business ByDesign 1602 ; SAP Business ByDesign 1608 ; SAP Business ByDesign 1702 ; SAP Business ByDesign 1711 ; SAP Business ByDesign 1805 ; SAP Cloud for Customer 1411 ; SAP Cloud for Customer 1502 ; SAP Cloud for Customer 1505 ; SAP Cloud for Customer 1508 ; SAP Cloud for Customer 1511 ; SAP Cloud for Customer 1602 ; SAP HYBRIS C4C 1705 ; SAP HYBRIS C4C 1802 ; SAP HYBRIS C4C 1805 ; SAP Hybris Cloud for Customer 1605 ; SAP Hybris Cloud for Customer 1608 ; SAP Hybris Cloud for Customer 1611 ; SAP Hybris Cloud for Customer 1702 ; SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer 1711