Additional status to support messages in service desk

[Former Member]

Hi ALL,

Is there any way I can add additional status to support messages in service desk such as "Hold" or "Pending" apart from NEW,in process,customer action and close status.

Your input is highly appreciated

Thanks

[sunny_pahuja2]

Hi,

Yes, you can add additional status to service desk messages.

Go to Transaction SPRO  SAP Solution Manager  Scenario Specific Settings  Service Desk  Service Desk  Status Profile  Change Status Profile for User Status and there copy standard

There copy the standard SLFN0001 to your Z profile. In this Z profile, you can add additional status messages. Then you need to define authorization keys for these new statuses. Then you need to add your new status profile to SLFN transaction type.

Thanks

Sunny

[Former Member]

Thks for quick response,

If i keep the status PENDING will the SLA time stop.?

usually we should be able to keep the status pending for customer action and SLA time should be stopped while in this status.

Please reply