ITSM, new incident status "Sent to Support"

[Former Member]

Hi Everybody,

We have a problem in our ITSM (Solution manager 7.1).

When a new incident is created, it is by default created as 'Sent to Support', whereas we need it to be 'New' and it all seems ok with the profiles etc.

In the forums we see that some people have the same issue too but there does not seem to be a definite answer.

Could you please guide on this?

Thanks

[Former Member]

Hi, you use transaction type SMIV->ZMIV it is for Partners VAR, and first status is "Sent to Support" - is standard and normally for this transaction type.

If you want first status "New" you can use SMIN-ZMIN it is for Customers side.

BR, Bakhtiyar Jaikbayev

[Former Member]

Hi,

This is a VAR scenario.

Thanks.

[Former Member]

If it's VAR scenario, this is normal first status "Sent to support", i think you need PCoE, if you have some questions i'll give you recommendations, send your question in bakhtiyar.jaikbayev@gmail.com

[Former Member]

Hello,

Provide your status profile table.

BR,

K.

[Former Member]

Hi Kamil,

transaction control - NEW

transaction control - sent to support

Status:

Thanks

[Former Member]

Hello again,

Please provide action details using crmd_order  from action tab.

BR,

K.

[Former Member]

Hi Kamil,

Is this what you mean?

Thanks

[Former Member]

Hello,

It's smillar issue did you check this ?

BR,

K.

[Former Member]

Hello,

I came across this thread but I do not understand how it is really solved in that thread.

Can you explain?

Regards

[Former Member]

Hi,

Run transaction sppfcadm choose crmd_order and check starting conditions more info at

BR,

K.