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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,


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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.



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