Reporter not able to confirm the Incident in SolMan 7.1 SP6

[Former Member]

Hi Guru's

We have implemented Incident Mangement and we have made the field "Reported by" mandotory and it takes the Business partner number of the person who creates the incident automatically.

Once the Processer starts working and provides solution, he puts the status to Proposed Solution and then the Reporter should be able to Cofirm the incident. But in our case it is not accepting Reporter to Confirm. The confirm button is greyed out for Reoprter.

Proceesr is able to confirm the message.

Please give your inputs.

Regards

Bharathi G

[Former Member · Accepted solution]

Hello Bharathi Naidu,

Check this post http://scn.sap.com/thread/2120567.

BR,

SAPFan

[Former Member · Accepted solution]

Hi SAP Fan,

The above post is for the Processer to close teh message. But in our case the issue is with Reporter not able to confirm the message.

Processer is able to confirm the message.

Regards

Bharathi G

[Former Member · Accepted solution]

Hi,

the decision if the button is active is made at the following place:

Class CL_AIC_INCI_INCIDENTOV_IMPL, Method IS_BUTTON_ENABLED, line 67 to 132:

You can debug this to find the error.

Hope this helps,

Christoph

[Former Member · Accepted solution]

Hi,

There was Z enhancement implementation was developed in our case which allows the Reporter to close the incident only after filling the survey. This was done by a differnet person and I was not aware of it.

As the requirement got changed, and they wanted the reporter to close the message with out filling the survey, we had to de activate that BADI. Once the badi was deactivated, Reporter could close teh message without filling the survey.

The issue is resolved.

Regards

Bharathi G

[Former Member]

Hi,

might be you controlled the authoisation of the reporter by using the auth object B_USERSTAT

check for any restriction on the field authoisation key and field activity for the auth object B_USERSTAT

follow the use cases here SAP Community Network Wiki - SAP Solution Manager - Security and Authorizations - B_USERSTAT

and also make sure you assigned all the major roles for the reporter to handle incident ticket.

Thanks

Jansi

[Former Member]

Hi Jansi,

Thanks for the reply. There is no issue with authorization. The id has full authorization. The same person is able to confirm the message,if his BP id is removed from the reporter field and some other name is given.

Only issue is the person whose name comes against the Reporter field, he/ she is not able to confirm the message.

Regards

Bharathi G

[Former Member]

Hi Jansi,

Thanks for the reply. There is no issue with authorization. The id has full authorization. The same person is able to confirm the message,if his BP id is removed from the reporter field and some other name is given.

Only issue is the person whose name comes against the Reporter field, he/ she is not able to confirm the message.

Regards

Bharathi G