Service Desk: Different status for documents in Solman and SAP

[Former Member]

Hi there!

Im seeing in our support desk messages that when SAP answers, in the tab "SAP attributes", the status changes to "Customer action", but the message status in the Fast Entry tab still stays in "Sent To SAP".

Is there any way to synchronize them? a Job maybe?

Thank a lot!

[Former Member · Accepted solution]

Hi,

This is a standard SAP behaviour, All SAP OSS related conversation statuses get updated in SAP Attributes tab.

Why you want to link OSS message status to support ticke status ?

Fast entry status are related to Actions & not SAP OSS. Hope it helps you

Regards

PK

[Former Member · Accepted solution]

Thank you PK! Are you sure what you are saying? I think that they should synchronized anyhow, it makes no sense to me that one status says "Sent to SAP" and the other says "Customer Action".

Besides, why in the customer status you have the option "Customer Action" if it is not going to get updated by SAP?

Thank you very much!

Best regards,

Federico.