Dear Solman-Specialists,
the problem I am facing is concerning the workflow of incidents with itsm-tool on Solution Manager 7.1 (SP11)
Assuming a person processing an incident wants to set the status to "Proposed solution" or "Customer action" he/she would need to add the corresponding long texts so the customer knows what to do.
From administrators view you need to use spro-activity "Specify Status-Dependend Required Fields" to define these dependencies.
My problem:
The processor of an incident logs on - searches for the incident - presses the button "edit" to process the incident and adds text to the long text field for "solution". After that he/she directly changes the status of the incident from "in process" to "proposed solution".
Now the workflow defines, that the status "proposed solution" can only be set, after some text has been put into the corresponding long text field.
Problem is, that right after adding the long text, the workflow hat not yet recognized the change and does not allow the processor to adjust the status. Only after saving the incident with the added long text and editing it again, the processor is allowed to change the status.
This drives our processors crazy - which I can understand - as they have to work with this tool several times every day.
Does anyone know a solution for this issue?
Thanks and kind regards,
Tobias