Hi Ashraf
Can you provide more details, where do you log-in? In Fiori app or in CRM UI?
What do you do previously / what is filled in, in that incident or the broader context of what you are trying to do?
In other words, the more information you provide, the better the answer coming from a community member can be. Now I'm going to have to guess mostly because I don't really have sufficient information.
I see "automatic forwarding of message" is being triggered as an action but it requires the support team (business partner) field to be filled in which is apparently not the case.
Support Team is a business partner field that should be filled in, in the incident. If there is no previous manual activity on the incident, you should have "support team determination" in place to let the system automatically determine and fill in the support team before the message is being forwarded.
You can find information on support team determination on SCN / SCN wiki. The information for 7.1 is still valid for 7.2 in terms of concept.
https://wiki.scn.sap.com/wiki/display/SM/Support+team+determination+in+SAP+Solution+Manager+7.1
Best regards
Tom
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