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Incident Management Flow

Dear Friends,

Scenario:

Team Member          CIVIL_MANOJC

Team Lead               CIVIL_MMS

SAP Team               SAFE_AKHILP

Team member raises a incident to know about the version of oracle.

What should be the flow?

Mean to say what should be the flow of lead if he knows or how to forward to the SAP team. If SAP team knows the solution how it should be communicated and way of closer of incident.

How it can be raised to SAP by BASIS team?

I am sharing the screen shots. Please guide me.

regards

Rajneesh

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Team member raises the issue from managed system.

User can see in crm_ui.

Lead’s page.

SAP Team member page.

Why name of SAP team is not there below the Description as it is available for team member and lead?

Now how it can be raised to SAP from here itself?

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Former Member

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