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author's profile photo Former Member
Former Member

Support Message Status should default to Incident in Solution Manager

Hi Friends

Need your Help!!

I need to change the Priority settings set for the support message in Solution Manager , If a user logs a support message in the ECC system (production) with any priority (low, medium, high, very high etc.) it should default to Incident in Solution manager.

From there the client wants to classify the Priority as per his requirement in Solution Manager.

The current settings are like below

For a Low Priority it is defaulting to Incident

For a Medium Priority it is defaulting to 1: Bug P1-2

For a High priority it is defaulting to 2: Bug P3-4

For a Very High Priority it is defaulting to 3: Bug P5-10

Really appreciate your help, many thanks.

Kind Regards,

Vattikonda.

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  • author's profile photo Former Member
    Former Member
    Posted on Dec 07, 2011 at 07:19 PM

    Hi,

    Sorry, but your question is not clear to me. Where exactly are you having a problem?

    Rgds,

    Sneha

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    • Former Member

      Hi

      thank you for response.

      It is the clients requirement to default the priority status to Incident if a support message is created from a managed system (ECC).

      for e.g,

      An user creates a support message in ECC production client giving the relevant input and he selects the priority as High, this created message should default to Incident in solution manager.

      please see how the current settings are from my earlier at the bottom..

      Kind Regards,

      Sandeep.

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