Status Change for Incident Messages after using the "Reply" button do not working

Hi to everyone,

     I have this problem in my solution manager 7.1

1.- When I press Reply button from customer's interface and add some text, the message do not change its status to In Process.

2.- I read this but still not work.

     UC00039 - SAP Solution Manager - Security and Authorizations - SCN Wiki

What can be wrong?

Regards