Auto Confirming a Support Message in Service Desk

[Former Member]

Is there a way to automatically close a ticket that has been in a "proposed solution" status for more than 15 days or more?

If anyone has ever encountered this situation or have any information that will point me in the right direction, I would greatly appreciate it.

Thank You.

Mike

[former_member209604 · Accepted solution]

>

> Is there a way to automatically close a ticket that has been in a "proposed solution" status for more than 15 days or more?

Hi Charleston,

done by report: AI_SDK_SP_AUTO_CLOSE

See also

[Collected SP15 IMG Documents for VAR Scenario|https://websmp101.sap-ag.de/~sapidb/011000358700000399642008E/IMG-TEXTSSP15.PDF]

(Mentioned SAP Note 307037 is already archived, please find the required information below. Documentation will be reworked.)

You find the detailed periods of time for the automatic message confirmation in the following table:

Priority Period of time

1 - very high 14 days

2 - high 21 days

3 - middle 45 days

4 - low 45 days

Best regards,

Ruediger

[Former Member · Accepted solution]

Ruediger,

Thanks for your quick response. It seems as though the auto confirmation of "proposed solution" support messages you suggested only exists within the SAP Support Portal and not an actual service desk configuration.

The SAP Support portal automatically confirms a problem message that has been submitted to them without a response from the user within

Priority Period of time

1 - very high 14 days

2 - high 21 days

3 - middle 45 days

4 - low 45 days

What I am looking for is a configuration guide or a tool that will allow me to configure these same settings within service desk that will set the status of either a "customer action" or "proposed solution" status to confirmed after xx amount of days.

Please assist if you can.

Thanks

[former_member209604 · Accepted solution]

Hi Mike,

Why do you assume, the mentioned report is not relevant in SolMan Service Desk? Just schedule the report in SolMan and it will confirm the message in Service Desk as you expected.

Yesterday an extension of the report was provided by SAP Note 1229262 to handle customer defined priorities by a fixed closing period.

Best regards,

Ruediger

[Former Member · Accepted solution]

Ruediger

Sorry for the delay but I have tried to figure this out with no luck. I can schedule a test run however, I donu2019t see where you can select how many days the message has been in proposed solution status from the selection screen.

This is my first time using this report so please assist.

Thanks

Mike