Send the incident back to Solution Manager again

1. Log on to Service Manager as an Administrator.
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.

   The Hidden Metadata field displays “Provider: ProviderProcessing”, which means Solution Manager is waiting for the solution provided by Service manager.

   

5. Extend Activities tab to input send back reason in the New Update textbox.
6. Click Send Back to send the incident back to Solution Manager.

7. After a few minutes, re-open the incident and extend the Sap Solution Manager tab to view the incident’s status from Hidden Metadata.

   The Hidden Metadata field displays “Provider: RequesterProcessing”, which means Solution Manager is processing the incident. The incident’s ownership is transferred to Solution Manager.

   

8. Click Cancel to close the incident window.