Why You Can’t Edit Or Reply To A Case (and How To ...

Why You Can’t Edit or Reply to a case (and How to Fix It)

To report an SAP support case, you must have a valid S-user ID with the required authorizations. This includes authorization to create support cases and customer must have a valid maintenance for the product involved; otherwise, case creation may not be available.

Additional case-related authorizations may also be required, as outlined below.

 Display Cases 

Display all Cases. 

Report a Technical Issue 

Send Cases to SAP 

Close Cases 

Display Cloud Data (only needed for some Cloud Solutions KBA 2598170 – What is the Display Cloud Data authorization? – SAP for Me – SAP for Me

One can report SAP case via https://me.sap.com/getsupport  and there are scenarios as below when you are unable to edit/reply to the case.

You can come across a situation, that you are unable to edit/reply to the case.

Example like, when a case has the status of ‘Confirmed’ or ‘Confirmed Automatically’, that means it is closed and cannot be edited or reopened. You may refer the SAP KBA note 2537073 – Can a closed (Confirmed/Confirmed Automatically) case be reopened? – SAP for Me – SAP for … for detailed information.

Please note: That any cases that are Confirmed / Closed by the customer can no longer be reopened. 

Confirmed Automatically cases or confirmed automatically by the system means the case was in the customer’s queue for 21 days and case was not sent to SAP queue.

Kindly refer the detailed SAP KBA note#1929454 – What is the time for automatic closure of support cases? – SAP for Me – SAP for Me

In that situation a new case needs to be reported related to a previous case that is now closed you can refer to the closed case in the problem description if needed.

You might encounter a scenario where you can access existing cases in SAP but are unable to submit new ones due to insufficient user authorizations.

For instance, you might see an error message like: “Error: You are not authorized to submit cases for installation 12xxx7. Please contact your administrator for assistance.”

In this situation, you can use the self-service authorization request to request the authorization – see KBA 2891528 and you can also refer to Authorization Concept for detailed information.

S-user ID that lack a particular authorization can request it through the Self-Service Authorization Request feature.

Go to My Authorizations and Functions (or click the Profile icon top right of SAP for Me, click My Settings, click Authorizations and Functions tab)
Click the AVAILABLE AUTHORIZATIONS tab to see existing S-user authorizations
Click Request Authorization (top right)
Complete the Authorization Request form
Click Submit
The request will be displayed in the REQUESTS tab with Awaiting approval status

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