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ITSM - Automatic dispatch when using SAP collaboration

Hi everyone.

I'm using ITMS over Solution Manager 7.2 SP05 in VAR scenario.

Right now, when I send a ticket to SAP (using "SAP collaboration" option), everytime that SAP (or the customer) answers to the ticket, we need to manually "move" the ticket's status to let the customer <> SAP communication. It's not very useful.

What I need is that, in the moment that I escalate the ticket to SAP, don't have the need to do anything more to let customer and SAP to be in contact.

Right now, I know that when a "Very high" ticket arrives to our system, out of "business time", it's automatically redirected to SAP and we don't need to do anything with that ticket. So I'm sure that I can do it, but I don't know how.

Could you help me, please?

Thank you in advance.


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