New message with automatic status "sent to support"

[Former Member]

Hello,

I've configured Work Center Incident Management but when a user creates a new message the status "Sent to support" is automatically sent and I can't change that status. What am I doing wrong or where could I fix this issue?

Thanks!

[Former Member · Accepted solution]

Hi,

Check your status profile. There is a tick called 'initial' You might have ticked in front of "Sent to support" so that when message is crated it is starting the statutes from there.

Also check lower and higher range assign to the status and authorization key assign to the status. User might not be authorized for that auth. key.

Rewards,

Nikhil

[Former Member · Accepted solution]

I'm beginning to understand how this works, how can I know which status profile is being selected when I create a new message?

[Former Member · Accepted solution]

Check in your transaction type. Status profile is assigned there. Which transaction type are you using SLFN or SLF1?

[Former Member · Accepted solution]

Hello, Solved the issue, the whole issue was about message creation using Incident Management Work Center, I hadn't realized it was using transaction SLFN and this wasn't properly configured at definition of transaction types. It was using SLFC0001 instead of SLFN0001.

Thanks for the help