Hi everyone,
With my current configuration in solman 7.1 when I send an incident to SAP and the costumer answers the status changes to Send to Support, but I have seen that in other systems the status changes to Send to SAP. This is a problem because every time that the costumer answers the incident we have to sent it to SAP again and again, instead of that we want that the incident could be forwarded automatically to SAP again without VAR action.
What I would like to achieve is the next flow:
Costumer opens an incident -> After trying to solve it with notes we send it to SAP (Status: Send to SAP) -> SAP asks a question to the costumer (Status: Author Action) -> Costumer answer (Status: Send to support) (Status: Send to SAP).
Thanks in advance,
Iris