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From SPRO –> Sap Solution Manager –> Capabilities (Optional) –> IT Service Management –> Status Profile –> Specify Substatus value.

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Add your custom Status Profile and the Status, and then add the Substatus and your description,

For this example we have:

Status Profile Status Code Status Description SubStatus Code SubStatus Description
SMIN0001 E0003 Customer Accion ICPD Incomplete Data
SMIN0001 E0003 Customer Accion INQR Inquiry
ETC

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Now connect to ITSM with your user and create a new Incident (SMIN), then click in the Toolbox Icon.

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Now you see the following screen, you need to click on “Show available Fields”.

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Now the system show the available fields, you need to open BTAMINH and search the field SubStatus.

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Now you need to click in the “+” icon Screen Shot 2013-12-18 at 3.05.32 PM.png and this will add the field “SubStatus” on the bottom of the screen,

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Now you can use the “Move Up” button to move the “SubStatus” field under the Status field.Screen Shot 2013-12-18 at 3.09.01 PM.png

Now you start using the Substatus field from your incidents.

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5 Comments

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    1. Wence Lacaze Post author

      Hi Tammy,

      Yes, my actual customer :-)), we extend the status for “In Process” (We have several internal groups and is better for control, explain in what fase are in the process of solving the incident), and for Status “Customer accion” as well, (for statistics is important to understand what are the principal causes to contact the customer(Ask more info, Ask for access to their system, etc)

      keep in touch

      W

      (0) 
  1. R. Veldhuis

    Hi Wences,

    Great Article, but it seems it works only for Incident and Problems. We have the business requirement to use it in the Request for Change (RfC). But this is not working, because in the layout the substatus field is shown as input field and not as picklist.

    Do you have some suggestions how to make this requirement possible?

    (0) 
    1. Wence Lacaze Post author

      mmm….you can try to add the field to the structure, but you need to have technical knowlege to do this..:-(

      Sorry

      @WenSolman

      (0) 

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