Reply from key user takes my message to wrong status

[Former Member]

Hello,

From work center when a key user reply to message status must be in process, for me its going to "sent to 3rd party" I have configured 3 extra statuses

10 NEW NEW 10 20 SLFN

20 PROC In process 20 50 SLFN

21 REOP Reopen 21 50 SLFN INPR

30 CACT Customer Action 20 50 SLFN RELE

40 SAP1 Sent to SAP 20 50 SLFN INPR

41 S3P Sent to 3rd Party 20 50 SLFN INPR

50 SPRV Proposed SOl 21 61 SLFN RELE

60 CONF Confirmed 60 60 SLFN FINI

61 CON1 Confirm after reopen 61 61 SLFN

Can I know where this logic is defined.... ie when a key user reply to the message then the status should be inprocess.... .where is this defined.

Regards,

Shyam.

[Former Member]

Made changes in AGS_WORK_REP_STA table

[Former Member]

Hello,

This error is delaying my User acceptance testing.

Please help.

Regards,

Shyam

[prakhar_saxena]

this note might help you

Note 1284170 - Work Centers: SAP Status vs. Reply/Confirm in Incident Man.

Regards

Prakhar

[Former Member]

Hi Prakar,

Authorisation issue was solved.... but when keyuser reply´s status of message is changing to sent to 3rd party instead of inprocess...

any fix for this issue.

Regards,

Shyam

[Former Member]

Thanks Prakar,

Reply button: in Work center, select the message ie do not click on Transaction ID ..only select tht row.

Below you get a brief abt the ticket.. with options like

Reply, Add attachment, Confirm and Print view

Regards,

Shyam.

[prakhar_saxena]

You need to check with Basis person if there is any authorization object for this Reply button.

You can use the option i suggested earlier by using a long Text

for long text also there is a authorization object so they can edit the long text only based upon their authorization.

Hope it solves ur query

Regards

Prakhar

[Former Member]

HI Prakar,

Thanks for reply...

I have 3 questions...

1) How can I set seperate status for key users only... in my earlier post, you can see the way i have configured user status.

2) I was talking about Reply button in workcenter screen>message> when any message is selected.

below it will show the details of message.

How can I grey out those buttons.

3) I have given only sap_suppdesk_create role to my key user and sap_suppdesk_process to message processors. But with only create role, how will customer get bac when the ticket is in "customer actoin"

and only with process role, message processor cannot see any ticket in their Q.

Please help in answering these questions. today evening we have UAT.

Regards,

Shyam.

[prakhar_saxena]

Hi

Actually for User status authorization you can ask ur basis person to generate a zrole for reporter in which they can have authorization for some status

using this auth object

B_USERSTAT

Where is this reply button

when we click the message the message detail window comes up...here goto edit mode and reporter can enter a text here as there reply etc.

Hope it helps.

Regards

Prakhar

[prakhar_saxena]

Shyam

Do key users have access to all the status or for few status like In process only etc.

Also status is changed when they click the status button,so pls check

For. eg. if i goto change mode of the ticket enter some long text and save the ticket by save button status will not changed

but if click the status tab and choose the status etc...then only status changes.

Hope it helps.

Regards

Prakhar