View reply text of a ticket in incident mgt

[Former Member]

Hello,

Currently I can create a reply text, but it is not shown in the detail of the incident as described in note 1169464:

"The reply text does not appear in the preview area of the Incident Management work center and in transaction crmd_order you also can not see the reply text."

I checked following steps of the note:

"1. Confirm that the user has appropriate authorizations to create a reply text."

=> I do have authorization.

"2. Check if you have customized the text type used for replies. The default text type is 'SU30'.

If you use another text type, you must add an appropriate value to table AGS_WORK_CUSTOM.

Add an entry with NAME = IMREPLYTXTID and VALUE = <Your text ID>."

=> I defined text type SU30 in the text determination procedure of the service desk. I do not find the possibility to define 'SU30' as the reply text. Is more custo necessary?

we're on SOL 4.0 support pack SAPKITL426

please tell me how to configure exactly the 'reply text SU30'

best regards,

Maggie

[Former Member]

indeed I just found that the text types need to be defined on two places:

Text custo need to be done in:

- service desk -> gen settings -> define message types

- service desk - > text determ proc -> procedure