on 04-12-2010 10:26 PM
Hi Colleagues,
I cannot assign an existing solution to a ticket.
We have SAF and TREX woring fine. I can search all our problems and solutions with any problem using "Solution Database" tab in the ticket (CRMD_ORDER transaction).
But if I find a proper solution I cannot assing it to our ticket. It seems that "add to cart" in the hit screen is not activated.
If we create a new solution using action "SLFN0001_ADVANCED_SDB_CREATE", solution is attached to the ticket in "Solution Database" tab.
best regards.
Hi,
Please check if you have set the status of the individual problem and solution as "Released".
Thanks,
Rinkal
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Guys,
Problem and solution are released and compiled into TREX. I can seach sucessfully our problems and solutions.
The problem I have is with trx. CRMD_ORDER in Solution Database tab. I can search for the solution but I cannot attach it to the ticket as a found solution.
If I create a new solution from the action, it gets recorded in this tab, but I cannot assign "existing" solutions to the ticket since the tab is not maintainable.
Take for instance the "SAP Notes" tab. If you search for a note and find a relevant one, you can assing it to the ticket.
¿Can we do the same for "existing"solutions in our own solution database?
Best regards,
Renato
We finaly could assing a solution to the service desk. Our problem was with proper filters based on service desk subjects in problems and solutions. If they don't match, add to cart is not avaliable.
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