ITSM - Problem Management

[Former Member]

Hi All

I would greatly appreciate it if you could assist me with the following issue that I am having at a customer. We are implementing Incident and Problem Management for Solution Manager 7.1 SP8. When we create a follow on (Problem) from the incident and close the problem ticket, it doesnt update the incident or close the incident.

We are using the SAP standard actions and conditions. This is the error we are receiving.

Thank you for your assistance.

Regards

Deena Govender

[former_member204161 · Accepted solution]

Hi Deena ,

As per standard , when a Problem gets created from the Incident, the Incident can be "locked " to it , so that it cannot be individually closed unless the Problem is closed first  . Now that the Problem is confirmed , you need to confirm the Incident manually.

Let me know if this helps.

Regards,

Shaswat

[Former Member · Accepted solution]

Hi Shaswat

Thanks for the input. This really doesnt help me as the information I have been reading says that when you close a problem this will automatically confirm the incident. As you can see from the above screenshot, there is a predefined action that updates the statuses of the incident (lock/unlock...closed/completed).

I am assuming that this action will update the necessary incident accordingly.

Regards

Deena Govender

[Former Member · Accepted solution]

Hi Deena,

I have tested in my system and is working fine.

When you confriming Problem - related Incidents are set to Solution Proposed

Rg Dan

[Former Member · Accepted solution]

Deena Check this:

Action Update Dependent Incicidents

1. Incidents can be set to Proposed Solution - check in wich statuses they are
2. Is text id Solution is filled in problem ?
3. Any attachments ?
4. Related Knowledge articles in problem
5. SAP notes ?

I have tried in my system same SP08 all is ok

1. Created problem directly not as follow up
2. Created incident and set status to In process
3. Inserted Incident in Related incidents ass. block in problem
4. Locked the incident
5. Confirmed Problem
6. Incident status updated - Solution Proposed

RG Dan

[Former Member · Accepted solution]

Hi Dan

thank you for your assistance. I have tested as you have suggested and it works. Once the problem is closed, the statuses of the incident is updated and confirmed as well.

I am going to test creating a follow on problem document and see if this also works. Will get back to you shortly.

Regards

Deena Govender

[Former Member]

Hi Dan

I have tested the different scenarios and it works like perfectly. What was strange is that I tested the same thing yesterday and as you can see from the errors above, it didnt work.

Thank you for the fresh pair of eyes and ears.

Regards

Deena Govender

[Former Member]

Hi Deena,

You are welcome, nice to hear it is solved.

If you ever encounter some new issues just ask

Rg Dan

[Former Member]

Hi Dan

Thanks for your assistance, much appreciated. I do have one more issue that needs to be resolved and have posted this before, not sure if you will be able to assist with this as well.

Regards

Deena Govender