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put solution in solution database for message "confirmed" status

andrey_timofeev2
Explorer
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Hi ALL.

How I can put solution in solution database if massage have status "confirmed"?

I have to go in edit mode to proceed action "put solution in solution database". But edit mode not allowed for "confirmed" messages.

Beside, I may be sure solution helpful only after autor confirmed messages.

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
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Hi,

You can add an extra status ( 'Solution accepted' for instance) to your status profile and make the action 'Create Solution in SDB' available only in that status...

Hope it helps.

regards,

Stéphane.

andrey_timofeev2
Explorer
0 Kudos

Thank you for reply, Stephane.

I don't want create additional user status for standart propouses.

But if this only way ...

Former Member
0 Kudos

Hi Andrey,

You can customize your very own status profile (created by copy of the standard one SLFN0001). It's a little of work since you will have to customize other profiles (such as action profile) but it worth it.

Regards,

Stéphane.

andrey_timofeev2
Explorer
0 Kudos

I see.

But I think enablement action "put solution" for "confirmed" messages will be much appropriate behavior.

Is it possible?

Former Member
0 Kudos

It is not possible, since the support message is not modifiable in status confirmed...

andrey_timofeev2
Explorer
0 Kudos

I may allow edit message in status "confirmed". But how I can allow only certain action for this message?

Allow only one action "put in solution" will be perfect.

Former Member
0 Kudos

It is doable, but it will be more complicated than the other solution... anyway you will have to do a modification of standard customizing to do it. I guess it comes full circle ^^

andrey_timofeev2
Explorer
0 Kudos

I try to find easy solution.

If I will use new status,

I should change all documents and user instruction.

I'll have to notify all clients.

Web interface have "confirmed" button, I should obliged to disable it.

I'll have to confirm all messages myself, whatever I need to put solution in databese or not.

I don't think it easier solution.

Thank you anyway, Stephany.

Very best regards,

Andrey.

Answers (0)