Information flow by receiving an answer for a ticket by SAP in SolMan?

[Former Member]

Hi!

I have a question regarding the ticket-reply from SAP by using Solution Manager.

I have sent my ticket with the SolMan to the SAP.

The SAP has a solution for me and sent the ticket back to our SolMan (more or less the synchronisation does).

Who get the information that the ticket was updated in our SolMan?

How do we be informed that this happend?

Does the status of our SolMan ticket change or just the status field in the tab "SAP Attributes"?

Thanks.

Best regards,

Alexander

[Former Member · Accepted solution]

Hi,

firrst I want to thank you for your fast reply.

If I understood it right I will be informed via the normal e-mail actions within the SolMan.

To which status does the ticket in SolMan change when SAP sends a reply?

Can I influence the status and set it to an own one I prefer?

Thanks.

Best regards,

Alexander

[Former Member · Accepted solution]

Hello Alexander,

you will not be notified through mail unless you configure that in ur solution manager with the note1278052

When SAP has returned back to you the message,its status will be customer action

You can't change this as far as I know but still go through my notes and let u know if it is possible

Let ne know of any questions

Best regards,

Rohit

[former_member209604]

>

> Who get the information that the ticket was updated in our SolMan?
> How do we be informed that this happend?

Hi Alexander,

You can trigger e-mails for the different partner functions of message.

See SAP Note 1278052 as a starting point, how to setup E-Mail notification.

Best regards,

Ruediger

[Former Member]

Using Solman is like using service.sap.com.....

when SAP will reply u back,the status of the service message will change automatically

Regards

Rohit