Issue while Confirming an Incident in Incident Management

[former_member210909]

Hello Experts,

We have Solution Manager, Incident Management implemented, we are facing issue while "Confirming" Incidents in ITSM.

If  "Requested By" and "Message Processor" are same, Processor does not get an option to "Confirm" an Incident.

If we are removing the Message Processor entry or mentioning different Message Processor's name other than "Requested By" we are able to confirm the Incident.

Can anyone suggest how we can fix this problem?

Thanks,

Rakesh bhor

[jens_eikermann · Accepted solution]

Hello Rakesh,

it is the defined standard behavior in the Solution Manager 7.1 that the Message Processor should not be the one to confirm the message.

How this can be changed is described in SAP note 1755271 - Message Processor cannot change the incident status to Confirmed or Withdrawn. A BAdI implementation has to be deactivated.

Also SCN discusion http://scn.sap.com/thread/2120567 is about disabling this behaviour and might be helpful for you.

Best regards
Jens

[former_member210909 · Accepted solution]

Thank you Jens,

I will apply this note and confirm you on same.