Incident Status remains default " Sent to Support"

[Former Member]

Hello All,

We are configuring VAR service desk for incident management.

Solution Manager 7.1 SPS 8

We have copied SMIV transaction type as ZMIV as per the VAR configuration guide.

Now when we are creating incident tickets all goes in "Sent to Support" status.

Even if we assign it to any of the Support team it remains same, while it shows following list of options, if we select any of these and Save, it again changes the default status "Sent to Supprot"

Following Status profile maintained currently.

Ideally the incidents should pickup the status as "NEW" as per the settings but somehow it is not picking up the above settings.

Searched all the SAP notes and followed VAR guide ,could you please let me know if I am missing any point here?

Thanks & Regards!

[Former Member]

Hi Tushar

I had a similar problem.  It was caused because the action 'Set status 'Sent to Support' was being triggered at each save.

The problem was solved by setting this action to have a start condition so that it was only triggered when the user status was 'new'.  I could then save the incident with a changed status.

Regards

[Former Member]

Hi,

Cross check the setting in the below document

https://websmp107.sap-ag.de/~sapidb/011000358700000514762011E.PDF

Support team determination:

https://websmp107.sap-ag.de/~sapidb/011000358700000514762011E.PDF

Rg,

Karthik