Hello expert,
we currently use solman 7.1 ST 12 and we have a question about the use of incident management, more specifically about the statusses of the incident when a reply is given.
So in our case: when a end-user replies on an incident which is in "customer action", "proposed solution" or "sent to SAP", the status of the incident will be "In process".
We want to change this status so we created a new status "processor action". How can we set this status to be the 'reply' status?
We already figured out the "transaction field" in transaction CRMBS02 is responsible for this action. So the "INPR" below. Where can we create a new "transaction" like "PROA" where we attach the "processor action" status in stead of the "INPR" that is linked with the status "PROC".
What we have now:
o Status Status Short Text Lowest Highest Auth Code Transaction
10 Open Open 10 60 SLFN
20 PROC In Process 20 60 SLFN INPR
30 CATC Customer Action 20 60 SLFN INPR
40 SAP1 Sent to SAP 20 60 SLFN INPR
50 SPRV Proposed Solution 20 60 SLFN INPR
60 CONF Confirmed 60 60 SLFN FINI
Where we want to be:
o Status Status Short Text Lowest Highest Auth Code Transaction
10 Open Open 10 60 SLFN
20 PROC In Process 20 60 SLFN INPR
30 CATC Customer Action 20 60 SLFN PROA
35 PRAC Processor Action 20 60 SLFN PROA
40 SAP1 Sent to SAP 20 60 SLFN PROA
50 SPRV Proposed Solution 20 60 SLFN PROA
60 CONF Confirmed 60 60 SLFN FINI
Thanks for any help!!
Kind regards,
Kenny
