Support Message Status

Hi All,

I am Configuring Service Desk in Solution Manager.

When a user creates a Support Message from TA: notif_create and saves it.

I have defined the support team and Employee under it in the TA:PPOMA_CRM

I have also configured rule such that based on SAP COMPONENT the support team and Message processor is selected.

Now the Issue is:

when the Message processor from the support team open the message created by another user,

in change mode he can set the Message Status to "Customer Action" or "Proposed Solution". these two options are disabled.

Can anyone help what has to be done?

Thanks!

Regards,

Pradeep L