By default, incidents must be explicitly forwarded to an external service desk by using the external help desk control in SAP Solution Manager. Via customizing in SAP Solution Manager, it is possible to schedule an automatic forwarding of all new incidents to aqua.
Important Note: The following approach only works when a single external service desk is configured.
Please proceed as follows:
Open transaction SPPFCADM
Highlight CRM_ORDER
Click on 'Condition Configuration' (Transportable Conditions)
Click on 'Display/Change'
Click on 'Technical Names'
Double-click on 'SMIN_STD' (or your renamed incident plugin)
Double-click on 'SMIN_STD_SYNC_THIRD'
8. On overview tab, select 'Schedule Automatically'
9. Switch to 'Schedule Condition' tab
10. Click on 'Edit Condition'
11. Enter the name: PushToaqua
12. Click in the space below Condition Definition
13. Enter the following condition:
14. Confirm your changes
15. Click on 'Check'
16. Click on 'Save'
17. Click on 'Save'
You must reopen SM_CRM afterwards. Otherwise, your changes are not visible.
