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Default Category for ITSM tickets

Hi Experts,

We create incidents in ITSM using Help(menu bar) > Create Support Message (this is done from the backend system i.e. ECC, BI, PI systems...). When we create message in the backend system the category of the message is empty when we access the same in SolMan.

Is there any specific way so that we can assign a standard Category for the incidents created from the backend system? (when an Incident is created, it must be automatically assigned to certain category like Application > SAP)?

Or, do we have any way to customize the "Create message popup" so that we can accommodate the category settings?

Thanks in advance,

Vivek.

The default category can be applied to service request using the field "DEFAULT_SERVICE_REQUEST_CATEGORY " in the transaction "DNO_CUST04". I want a similar functionality for incidents which are created for the transaction type "SMIN".

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  • Posted on Oct 23, 2015 at 01:02 PM

    Hi Vivek,

    I cannot help you, because we have exactly the same requirements for SMIN, SMPR, SMCR.

    Best regards,

    Peter

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