ITSM Incident creation date - can it be manually updated ?
Hi ITSM experts,
I have a requirement from my client to be able to overwrite an Incident creation date in SM_CRM with a date when the same ticket was originally created in a 3rd party incident system.
I know there can be an integration created between the two Incident management systems, but it is not in the scope currently.
They just want for now to have two systems, but also the requirement is to activate SLA calculation - and this creation date does become a problem when coupled with SLA calculation, as SAP ticket actually can be created hours later that the original ticket was reported in 3rd party system.
So I am looking for a solution like:
1) how to make field "Create" editable in ZMIN
2) how to make SLA calculation be based on a custom field "Ticket Creation date" (which I can add to the ZMIN screen)
Appreciate any helpful suggestion.
The system is SOLMAN 7.1 SP10