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Former Member

ChaRM customizing - status hangs

Hi,

in customizing Service Desk/ChaRM we are using Incident Tickets (type ZLPI) which are linked with Change Requests (type ZDCI). The status profile used for the Incident Tickets is the following:

10	OPEN	Open	10	25	1	1	ZLPI_10
20	DESC	Problem Described	20	30	1	1	ZLPI_20	INPR
25	REJE	Rejected	25	25	1	1	ZLPI_25	FINI
30	PACC	Problem Accepted	20	40	1	1	ZLPI_30	INPR
40	PESS	In Process by ECS	20	50	1	1	ZLPI_40	INPR
50	SPRO	Solution Proposed	50	71	1	1	ZLPI_50	INPR
60	ONHO	On Hold	50	71	1	1	ZLPI_60	INPR
66	SAPP	Solution Approved	66	80	1	1	ZLPI_65	INPR
71	SREJ	Solution Rejected	25	71	1	1	ZLPI_70	INPR
80	SIMP	Solution Implemented	80	90	1	1	ZLPI_80	INPR
90	CLOS	Closed   90	90	1	1	ZLPI_90	FINI
99	STS	Sent to SAP	99	99	1	1	ZLPI_99	INPR

A Change Request can be withdrawn which causes the status of the linked Incident to be set to "Problem Accepted" (via the SET_PREDOC action which works fine). The only problem we encounter now is, once the status is set to "Problem Accepted", no further statuses can be set.

Additional information:

- the system status remains "In Process" when the Incident is set to "Problem Accepted"

- the status still can be changed with the CRM_SOCM_SERVICE_REPORT (sequence of status profile is maintained)

- Linked Change Requests can only be created when the incident is in status "Solution Approved" meaning every incident with a withdrawn change request already reached status Solution Approved (stat.nbr 66) before

Has anyone encountered a similar problem with status profiles which 'hang' at a certain status ?

Thanks in advance,

Tom

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1 Answer

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    Former Member
    Apr 20, 2009 at 06:04 AM

    Hello Tom,

    Are you not able to see status "In Process by ECS" once you have set the status to "Problem Accepted"?

    best regds,

    Alagammai.

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    • Former Member

      Correct,

      the following statuses - which should be shown - are not shown:

      - Problem Described

      - Rejected

      - In Process by ECS

      Regards,

      Tom