Inbox Search:Locking Service Ticket Categories,Priority & Status for update

Hello Gurus,
If I create a Service Ticket and save it, I get the transaction number and then can search for the Service Ticket using either the Interaction History or the Inbox.
If I search using the Interaction History, I get taken to the Interaction Record which I am ok with (would be better if it took me straight back to the Service Ticket though), but can navigate to the Service Ticket where I can update the Categories, Priority and Status.
If I search using the Inbox, I go straight back to the Service Ticket and the Categories, Priority and Status are Greyed out and I cannot update the Service Ticket. This for me is a problem as the Agents will need to update the Categories as well as the Priority and Status.
Please would somebody assist me with this.
Thanks in advance,
Alan

Hi Allen,
Now there could be only two reasons
1. check for the bsp_wd_workbench transaction, launch crm_is and go to the viewset SRVTHEAD
open the code SrvTHead.htm and check for the
"change button = true" (it may not be exactly this as i'm not on system rgt now .
2. Check for the role authorization , i think the user you are logging from does not have the create and change authorization for the service ticket .This can be rectified by the basis person just ask him to provide you with the concern role for the business transactions you would require .
I'm sure this will resolve you issue.
Regards
Raj

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Dear Experts,
I'm just wondering on how to perform the customizingby by add in a new priority value, where the Priority is the value that available during service ticket creation in Satellite system.
FYI, I'm using Solman version 3.2 and the Satellite system is R/3.
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Dear FSCHU,
Please kindly try doing this in your SPRO
SAP Solution Manager Implementation Guide
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Regards
Amit

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Hi ,
After saveing Service ticket ,where it will appears and saved .
if i want see saved service ticket again ,how can i see it .
After entering data in service ticket and done dispatch , where it will go ?
is we can see service ticket in Agent inbox ?
can any please explain what will happen of above query's detaily .
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Hi Aravind
The Service Ticket will be visible through Interaction Record - Activity Clipboard as well as Agent Inbox amonst other.
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Reward with points if useful
Regards
Arden

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John

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Is there any class/method existing in the current system or how do we handle it?
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All,
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Hi Amit,
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Reward with Points!

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can anyone please tell me which prerequisites need to be fulfilled so that the automatic product determination using SAP HANA text analysis is working properly while creating a service ticket in SAP Cloud for Customer?
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Listening to Service ticket creation event

Hi,
I have a requirement to check the ticket details and populate one field as per the ticket details. This operation has to be done on the below scenario.
u2022 A service ticket is generated and already has a property confirmed
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Regards,
Manas.
Edited by: manas sahoo on Aug 6, 2008 9:44 AM

Hello Manas,
Check if this suggestions may help you.
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Kind regards.
Bruno

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Kind regards,
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Inbox Search:Locking Service Ticket Categories,Priority & Status for update

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