Use of templates to create new transactions

[Former Member]

Hi,

We are currently registering questions from users as calls in solution manager. For each question/request we create a new transaction Support message. Some of the questions/requests return on a regular basis and to avoid extra work, we would like to create for these cases a Support message based on some kind of template (copy of transaction?), so we do not need to enter the same information each time, but part of it (like category, SAP component, action, ...) is already "defaulted".

We did not find a lot info how to handle this so far.

How are you handling this proces in your company?

Thanks!

Kind regards,

Kim

[prakhar_saxena]

Kim

for repeated question you can maitain or use

Solution Database functionality.

Chk blog

/people/dolores.correa/blog/2007/10/06/service-desk-solution-database

Regards

Prakhar

[Former Member]

Hello Prakhar,

Thanks for the quick feedback.

Using the solution database would mean you still create a support message from scratch and add a solution which is stored in the database, woudln'it?

So there is no way to create a support message (transaction) as a copy of a template?

Kim

[prakhar_saxena]

Hi

Yes you can't create a copy of it.

But for repeated question you can attach the solution from solution database.

Regards

Prakhar