on 04-17-2009 2:54 PM
Hi,
in customizing Service Desk/ChaRM we are using Incident Tickets (type ZLPI) which are linked with Change Requests (type ZDCI). The status profile used for the Incident Tickets is the following:
10 OPEN Open 10 25 1 1 ZLPI_10
20 DESC Problem Described 20 30 1 1 ZLPI_20 INPR
25 REJE Rejected 25 25 1 1 ZLPI_25 FINI
30 PACC Problem Accepted 20 40 1 1 ZLPI_30 INPR
40 PESS In Process by ECS 20 50 1 1 ZLPI_40 INPR
50 SPRO Solution Proposed 50 71 1 1 ZLPI_50 INPR
60 ONHO On Hold 50 71 1 1 ZLPI_60 INPR
66 SAPP Solution Approved 66 80 1 1 ZLPI_65 INPR
71 SREJ Solution Rejected 25 71 1 1 ZLPI_70 INPR
80 SIMP Solution Implemented 80 90 1 1 ZLPI_80 INPR
90 CLOS Closed 90 90 1 1 ZLPI_90 FINI
99 STS Sent to SAP 99 99 1 1 ZLPI_99 INPR
A Change Request can be withdrawn which causes the status of the linked Incident to be set to "Problem Accepted" (via the SET_PREDOC action which works fine). The only problem we encounter now is, once the status is set to "Problem Accepted", no further statuses can be set.
Additional information:
- the system status remains "In Process" when the Incident is set to "Problem Accepted"
- the status still can be changed with the CRM_SOCM_SERVICE_REPORT (sequence of status profile is maintained)
- Linked Change Requests can only be created when the incident is in status "Solution Approved" meaning every incident with a withdrawn change request already reached status Solution Approved (stat.nbr 66) before
Has anyone encountered a similar problem with status profiles which 'hang' at a certain status ?
Thanks in advance,
Tom
Hello Tom,
Are you not able to see status "In Process by ECS" once you have set the status to "Problem Accepted"?
best regds,
Alagammai.
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