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Service desk - Approval Scenario - Status change - Action

Hi All

I have following set of statuses :


To Be Approved


In process

Customer Action

Sent to SAP

Proposed Solution



I am having a approval scenario in which, only certain messages arrives in Transaction monitor with status 'To be approved' as a first status, otherwise as a status 'New' as a first status. The differentiation has to be done based on Component.

How this can be acheived ?. How to change the status and how to differentiate based on component ?

Further, If a message arrives with status 'To be approved' ( If above works ), an manual action has to be executed from the actions button , which changes the status to 'Approved' automatically.

How this can be done ?



Former Member
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