Hi experts,
We are using the CRM Service Desk for incident management in the solution manager.
We just upgraded from 7.1SP10 to 7.1SP12 and are facing one problem:
when end users want to report a service request, they have to go through a guided procedure.
1) First they have to select a category (buttons) that we configured in transaction DNO_CUST04 within the solution manager.
We defined 9 top service requests (categories) using the field TOP_SERVICE_REQUEST_CATEGORY
2) behind those categories, there are templates. and here is our problem. Previously (SP10) , after pushing the top service request, in the following screen, the template was loaded. So fields like "subject", "priority" where filled in automatically
Now in SP12, we have to press the button, and no template is loaded. But strangly, when we press the back button, and press again on the top service request, then the template is loaded.
How can that be?
Thanks in advance.
Kind regards,
Kenny