Statuses

During its lifecycle, a case passes through different statuses. Status changes are the result of actions taken by you, SAP Support or (if applicable) your SAP partner. Below is a list of all the different statuses that can be used to track the progress of your case:

Not Sent to SAP — A case was created but not yet sent to SAP. Once you have saved it, this case can be found in the Drafts section of the case list.
Sent to SAP — A case was sent to SAP. This case can be found in the My Cases or All Cases section of the case list, depending on who reported it. You cannot change the case, but you can add further information and re-send it to SAP.
Sent to SAP Partner — A case was sent to an SAP partner, for example because the customer is an indirect customer supported by an SAP partner, or because the inquiry was related to a third-party product licensed through SAP.
In Processing by SAP — The case is in process at SAP. This case can be found in the case list. You can add further information and re-send the case to SAP.
Customer Action — SAP asked the customer to take actions or to provide more information. The case will be found in the case list.
Partner-Customer Action — An SAP partner processing the case asked the customer to take actions or to provide more information. The case will be found in the case list.
SAP Proposed Solution — SAP proposed the solution in the reply and in the attached SAP Notes or Knowledge Base Articles (KBAs). If you are not satisfied with the solution, you can send the case back to SAP. The case can be found in the case list.
Pending Release — The solution for the issue will be delivered through a hotfix or product release.
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.
Confirmed Automatically — The case was confirmed automatically.

Note: All cases in the status Customer Action, SAP Proposed Solution or Partner-Customer Action will be confirmed automatically after 21 days.

Some case details (like the priority) can only be changed when the case is in status Customer Action, Partner-Customer Action or SAP Proposed Solution. Others can be amended regardless of the status. Refer to the below section to learn more.

Actions

The following table shows which fields can be changed and what actions are possible depending on a case's status (assuming that you have got the required authorizations):

Option available?	Not Sent to SAP	Sent to SAP/ Sent to SAP Partner	In Processing by SAP	Customer Action/ Partner-Customer Action	SAP Proposed Solution	Confirmed/ Confirmed Automatically
	Status
Save the case as a draft	yes	no	no	no	no	no
Change the customer number	no	no	no	no	no	no
Change the affected system/product	no	no	no	no	no	no
Change the case's priority	yes	no	no	yes	yes	no
Change the case's short description	yes	no	no	no	no	no
Change the case's detailed description	yes	no	no	no	no	no
Add a reply/info to SAP	n/a	yes	yes	yes	yes	no
Change the case's component	yes	no	no	no	no	no
Change the problem's business impact	yes	no	no	yes	yes	no
Change the steps to reproduce the issue	yes	no	no	no	no	no
Add further attachments to the case	yes	yes	yes	yes	yes	no
Change or delete existing attachments	yes	no	no	no	no	no
Add or change contacts	yes	yes	yes	yes	yes	no
Close your own case	yes⁽²⁾	yes	yes	yes	yes	yes
Close a colleague's case	no	yes	yes	yes	yes	yes

(1) A draft reply to SAP will be saved, but the case retains its previous status.

(2) The case draft will be deleted and can no longer be accessed.