Controlling of 'Reply' and 'Confirm' buttons

[Former Member]

Hello.

Who knows how to control reply and confirm buttons in Incident Mngt workcenter?

I have change standart status profile on custom Z- schema, and after that become a problem with thease butttons

[Former Member · Accepted solution]

Hi,

you will have to make changes in the following tables:

AGS_WORK_REP_STA

ICT_CUSTOM (see also [😉

AGS_WORK_CUSTOM (See also note [1281741|https://service.sap.com/sap/support/notes/1281741])

Note that not all tables have customizing views, so you will have to add values with SE80 or SE16!

Regards,

Christoph

[Former Member · Accepted solution]

Christoph, can you explain me what settings should I do in AGS_WORK_REP_STA?

I have made settings in ICT_CUSTOM - error during message confirmation has disappeared and system said that message is confirmd, but its status still prior.

[Former Member · Accepted solution]

What should I do for working Reply button?

Confirm button became to work (it was a problem with putting values in table ICT_CUSTOM )

[Former Member · Accepted solution]

Hi Dmitry,

lets say you have status "Customer Action" with value E0003 and status "In Process" with value E0002.

So if you want to use the button "Reply" in status "Customer Action" to set the new status "In Process", you have to make the following settings in AGS_WORK_REP_STA:

ORI_STATUS = E0003

REP_STATUS = E0002

You can make several entries in this way if you have more than one status where you want to use the button "Reply".

Regards,

Christoph

[Former Member · Accepted solution]

Unfortunately this settings did not fix the problem...

[Former Member · Accepted solution]

Can you please post a detailed description of the error you get?

[Former Member · Accepted solution]

Thank you Christoph. It was a problem with authorization (auth. key of E0002).

[Former Member · Accepted solution]

But there is another problem - to fix this problem I get to end user Authorization to "In process" status. And now it can to get in process all its messages (even if in a "New" status). Do you know how to restrict this?

[Former Member · Accepted solution]

Maybe you can introduce a new status "reply by customer" which is set only through workcenter. From there it could be set to "In Process" by the message processor.

[Former Member · Accepted solution]

Hello,

I am also encountering a problem in the confirm button since it is disabled. What entries did you input in the table? Thanks!

Grace