Hi,
In SolMan 7.0 SP15, I have set up the Service Desk and we are using the work center (web) for customers to create incidents in the service desk. When displaying their list of incidents, customers have the option of pushing a button named Reply (along with buttons Add Attachment, Confirm and Print View).
When a customer pushes the Reply button, types in a reply and clicks Send in the pop-up, the incident is returned to user status Sent to support (technical name SND1). How can I control which status the incident is set to? I would like to set another status Customer Reply, which I have already defined. Surely there is an ABAP that sets this status or a piece of customising which controls this, but I can't find it...
Thanks for your help.
Thomas