Solution : https://service.sap.com/sap/support/notes/1412698 (SAP Service marketplace login required)
Key words :
incident management work center, text elements 'w01' & 'w02', select 'goto' -> 'text elements', key users add, terms service desk, attached file note1412698_flowchart_en, select 'goto' -> 'translation', 'goto' -> 'translation' steps, key users change, service provider scenario
Related Notes :
| 1502438 | Incident Management: Enable buttons in work center |
| 1247502 | SP: Sent Automatically to SAP indicator |