SAP Solution Manager 7.2 · IT Service Management (ITSM)

What are the main ITSM status values?

  • New — created, not processed.
  • In Process — assigned, being solved.
  • Customer Action — asking the creator for more info.
  • Solution Proposal — processor offered a potential fix.
  • Sent to SAP — escalated to SAP Digital Business Services.
  • Sent to Support / Sent to External Provider.
  • Withdrawn — the requester can withdraw only in New status; once withdrawn it can't be processed.

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