I am in the process of implementing Incident Management and Service Request Management in our environment. My question is, can we get an option if a service request would be created or a Incident would be created when I create a "support message".
I will try to explain in a bit of detail.
In the transaction DNO_CUST04 I have configured two transaction types viz ZMRQ(Custom Service Request) and ZMIN(Custom Incident Management) for Field name PROCESS_TYPE(Which determines what is the type of message that would be created).
Now when i create a support message as follows
Since ZMRQ and ZMIN have been configured for the field name PROCESS_TYPE, I was expecting the user would get a choice if a service request was to be created or incident was to be created. But this doesnt happen. PROCESS_TYPE with higher priority gets created(In this case a service request)
Can I control this. Can I have a choice what type of message get created.??