Button "Confirm" in Incident Work Center

[Former Member]

Hello,

when a user creates an incident with webdynpro-page "ags_incident_trans_key", he can do activities with the buttons "answer", "confirm" and so on. After he triggers one of these actions, an insert in the protocol is written by the Solution Manager automatically. This insert doesn't work, when the action "confirm" is aktivated. The status of the incident-document changes into "quittiert" and I'm not able to do any changes (that's ok). But there is no insert in the log! So it's impossible for me to see, when this incident was closed. The user has CRM_TXT_ID --> ACTVT = 03 and TEXTID = SU15.

When this status is triggerd with button "action", everything is ok. But this is only possible, when CRM_TXT_ID is customized with ACTVT = 02,03 and TEXTID = SU15.

Thanks in advance,

Ralph

[Former Member]

hi

pls chk the SAP note [Note 1497171 - Work Center: Wrong user status set when you confirm messages|https://websmp130.sap-ag.de/sap(bD1lbiZjPTAwMQ==)/bc/bsp/spn/sapnotes/index2.htm?numm=1497171]

Thanks,

Jansi

[Former Member]

Hi,

that's the wrong note. The status is already changing correctly to "Confirmed". But there is still no insert into the log of the incident.

Not writing the status is the problem, writing the log is not working.

Regards,

Ralph

[Former Member]

Hi,

the problem seems to be, that each status-action in a CHARM or service-desk document which is not triggered with an ppf-action (you have to click on button "action" in the CHARM or service-desk document and then choose your next workflowstep) creates no entry in the actionlog. If I do a click at "user status", it will only change the status.

This behavior I can see at the webdynpro or at the GUI application. That doesn't matter.

So, what's wrong or is this default?

Regards,

Ralph

[Miguel_Ariño]

Hello Mr Dollinger,

As far as I know, the actions will be executed in the order set by the sort order of the actions, not the order in which you select them. Also, changing the status by hand is not an action, so I guess that the status change would only be reflected in Extras -> change documents.

I think there should be a way to include ppf actions triggered by status changes, but the problem is that when doing this with status 'confirmed' or 'withdrawn' then the changes are no longer possible, so I don't see how to add text to a message log when closing it from the status menu.

Best regards,

Miguel Ariñ