SAP C4C Incident management "StartTrace" button missing

[manu_maca30]

Hello experts,

In the admin guide for SAP C4C there is an explanation regarding the incident management, whenever we want to send to requester an incident back, there should be a "Start Trace" button available. I cannot find this button anywhere on the screen.

Please see below the text from the admin guide:

"If you have a question about the issue, you can return the incident to the requester asking for more information.

1. Open the incident for editing.

2. From the Action dropdown list, select Send to Requester.

3. Click Add, then choose Note for Requester and enter your question in the text field. If you require a record of the exact steps the requester carried out immediately prior to the issue occurring, enter a note in the text field asking the requester to use the trace function to reproduce the issue. An explanation of this function is provided as a rollover explanation for the Start Trace button on the screen for editing the incident. Click Save. The status of the incident changes to In Process — Requester Action and the requester is informed that action is required on his or her part."

The start trace button is nowhere to be found on the incident screen when I am in edit mode and i did the previous steps mentioned in the guide.

Am I missing something in order to have this function enabled?

Regards,

Manu.

[manu_maca30]

Hello Experts,

Any feedback ? 🙂

Regards

Manu.