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How to copy fields of an Incident (ZMIN) to a Service Order (SMSO)

Hi Experts,

I need your help in copying the fields of an Incident Ticket to a Service Order.

While creating an incident (Transaction type: ZMIN) in CRM_UI, the user is having the fields - Support Team, Message Processor and Dates block (as shown in the below screen shots).

We need to have the same fields on a service order (Transaction type: SMSO). (Below is the service order screen).

I checked the Available fields in the configuration part of the Service order. But I can't find the Support Team, Message Processor fields available.

Please guide me. I have referred many threads and they weren't helpful.

Thank you,

Bharath.

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  • Best Answer
    Posted on Jan 13, 2016 at 08:37 AM

    We found a solution to this.

    After a Service order gets created, Items under it needs to be approved. Once they are approved, a service request will be created under Transaction History.

    When you open the service request, we can see Support Team, Message Processor fields on Service Request screen.

    Hope this helps.

    Regards,

    Bharath

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