Here is all you need to know if a case is confirmed or confirmed automatically, and you still need support from SAP 

What does Confirmed and Automatically Confirmed mean?  

Confirmed — The case was closed by the customer and can no longer be reopened. The case can be found in the Closed Cases section of the case list.   

If a case is ‘confirmed automatically’ it means that case was in one of the below statuses for over 21 days with no response from the customer and can no longer be reopened.   

• Customer Action  
• SAP Proposed Solution  

Read more on this here SAP Knowledge Base Article (KBA) 1929454 – What is the time for the automatic closure of support cases and 2537073 – What is the time for automatic closure of support  

 A case that is ‘Confirmed' or ‘Confirmed Automatically’ cannot be reopened however what can be done with a valid S-user ID within the organization and has the correct authorizations is create A New Case – About the User, Authorization, and Administrator Concept   

When creating the new case ( 1296527 – How to create a support case for SAP Support – SAP for Me) when filling out the  Description ensure to mention the previous case number that is confirmed.   

The relevant team will then know that the new case is related to a previous one that is confirmed, and the new case will be picked up from where the previous case was processed.

We suggest that if SAP has requested information on the confirmed case, you should include the reply in the new case to ensure the most efficient support.  

Thanks for reading!      

We hope you found this useful.

Please note that the Customer Interaction Center is always happy to guide you on any of the mentioned processes and assist you with any queries you may have.    

If you have any questions, please ask a question in the Q & A using All Questions in Customer Experience | SAP Community and All Questions in Support Services | SAP Community   

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