Support Notifications - Reverse Status after "confirmed"

[Former Member]

Hi,

We have an issue where multiple support notification (OSS message) statuses were set to "Confirmed" in Solution manager. The user that set the status to "Confirmed" did not have a 'SAP customer notification system user' setup in Solman. Because of that, the support notifications are set to "confirmed" in solution manager, but no notifications were sent to SAP. Therefore in the SAP market place they are still "In Process". In the action log (in DNOTIF), it says that the command was not processed. Is there any way to undo the action or change the statuses back to "in process" in solman?

Thanks.

[Former Member · Accepted solution]

Hi,

there is no normal way to reopen a closed message.

However, you can use function module CRM_STATUS_CHANGE_EXTERN to change the user status (Exxxx) and function module CRM_STATUS_CHANGE_FOR_ACTIVITY to change the system status (with parameter vrgng = 'INPR').

Finally you should call the report CRM_INDEX_REBUILD to refresh the index of CRM_DNO_MONITOR.

Regards,

Christoph

[Former Member]

We found a solution on the project. If you go to IMG > Solution Manager > Scenario-specific setting > Service Desk > Change Profile for User Status > select Status profile: SLFN0001 and you can alter config to allow for change back to "in Process" from "confirmed"

[Former Member]

Hi,

Can you guide on what changes need to be done to allow this revers setup?

Regards

Prasad Desai