Integrate > SAP Solution Manager > Use Service Manager Exchange with SAP Solution Manager > User Scenarios > SAP Solution Manager 7.1 to SM 9.x > Send Solution in Service Manager

Send Solution in Service Manager

  1. Log on to Service Manager as Incident.Manager.

  2. Click Incident Management > Incident Queue. Find the incident from Solution Manager in the Incident Queue form.

  3. Open the incident and check the updated information from Solution Manager.

  4. Extend the Sap Solution Manager tab to view the incident’s status from Hidden Metadata.

    • Provider: Indicates the incident is requested by Solution Manager. Service Manager provides the solution to Solution Manager.

    • ProviderProcessing: Indicates the incident is being processed by Service Manager.

  5. Extend Activities tab to view the message of Journal Updates. As shown in the following screenshot, Service Manager receives the message that displays incident ID of Solution Manager.

  6. Update the status to Work In Progress and fill other fields.

  7. Click Save.

  8. Type solution in the Solution text box in the Proposed Solution tab.

  9. Click Save.
  10. Click Send Solution to send solution provided by Service Manager to Solution Manager.

  11. Click Cancel to release the incident.

  12. After a few minutes, click the Sap Solution Manager tab to view the incident’s status from Hidden Metadata.

    • SolutionProvided: Indicates the incident has been sent with solution by Service Manager.

      And the log is recorded with the message “the solution is proved to Solution Manager” below the Hidden Metadata textbox. The Send Solution button and the Send Back button are unavailable and only the Add Info button is active.

    • Send Solution: Service Manager provides a solution to Solution Manager. The action is unidirection. After the action, the incident in Service Manager cannot send a second solution. Only adding new information into the incident is allowed. Otherwise, the incident will be sent back by Solution Manager.
    • Add Info: Service Manager can synchronize with Solution Manager continually. The action is bidirection.

    • Send Back: Service Manager rejects the incident from Solution Manager. The action is unidirection. After the action, the incident in Service Manager cannot be sent back again to Solution Manager.

  13. Click Cancel to close the incident window.