---
article_id: KB0101032
article_type: FAQ
component_ids:
  - BNS-FG-SBP-FYI
component_descriptions:
  - Fieldglass > Support Best Practices > Support Best Practices - Information
products:
  - SAP Fieldglass Vendor Management System
personas:
  - Buyer
  - Program Management Office
  - Supplier
  - Worker
language: en
created: 2025-06-26
updated: 2026-05-16
source: Knowledge Base
url: https://support.ariba.com/item/view/KB0101032
connect_url: https://support.ariba.com/item/view/KB0101032?min=1
sap_for_me_url: https://me.sap.com/notes/KB0101032
---

# I need an update on my case with SAP Fieldglass Technical Support

## Symptom

- I received an automated response with a case number
- I requested a response or status update on my case
- I have requested an update via the case but have not received acknowledgement

## Resolution

Locate the latest email related to the case to request an update:

1. In your email inbox email search for your **Case Number** in the subject or body
2. If the subject field does not contain the words: **CASE RESOLVED** or **Solution Proposed,** respond to that email to request an update. This records your request in the case
   - Optionally request a phone call from the managing support engineer
3. If you received a **Case Resolved email**, you can reject it **if it is within 10 days**:
   - Click the **Reject** hyperlink in the email, and detail what assistance is needed. The case status moves back to in progress and alerts the managing support engineer
4. If more than 10 days have passed, submit a new case
   - The case case is closed. If you click Reject, you receive a return email that the case is already closed

## Keywords

case update, Fieldglass Support, case response, status update, progress, SAP Fieldglass, SAP Fieldglass Support