[RESOLVED]
ByD / C4C Built-in Support was not working.
No new cases created by Customers/Partners through 'Built in Support' appeared in the ticketing tool for our Technical Support Engineers to work on. This impacted all priorities.
Incident Description:
- This stopped working onsince yesterday 14th of May 08:57 UTC 14.05.2024 for both products ByD / C4C.
- Customers werereceiving the following message: “The receipt of incident 1000000xxx has not yet been confirmed by the provider”
- All new cases created after 14th of May 08:57 UTC 14.05.2024 are affected. [Back working from 09:27 UTC May 16th]
- All existing cases could be returned and were visible to Support Engineers.
Workaround Provided
Customers & Partners needed to created new cases via the following:
To reach Technical Support they needed use the above link or the Expert Chat channel.
Alternatively contact CIC (Customer Interaction Center) team for further help:
Incident Resolution:
To resolve the issue, SAP technical teams investigated the ticket replication communication issue and fixed an inconsistency with SAP document service communication on Thursday 16th at 10 am UTC.
As soon as the connection was re-established all tickets, new and existing, were replicated.
Root-Cause Analysis:
Root cause investigations confirmed that the issue was caused by an incorrect SAP Passport CA
Preventive Measures:
A control has been implemented to ensure the SAP Passport is up and running. This will avoid the same situation in the future.
Again, we apologize for any inconvenience experienced.
Thanks,
SAP Technical Support
