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Former Member

Assigning existing solution (SDB) to ticket

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.

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2 Answers

  • Best Answer
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    Former Member
    Apr 13, 2010 at 04:51 AM

    Hi,

    Please check if you have set the status of the individual problem and solution as "Released".

    Thanks,

    Rinkal

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    • Former Member Former Member

      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

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    Former Member
    May 28, 2010 at 03:43 PM

    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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