Incident Management
This Work Center is the central point for accessing all the necessary functions for creating and managing messages.
On the one hand, it comprises of views in which you can search for, display, and edit messages. On the other you can execute typical tasks that you use often in Incident Management.
Prerequisites
The Service Desk is configured in your system.
You have the necessary authorizations for this Work Center. For more information, see Access Using the Work Center.
A business partner is assigned to your system user.
Features
Overview
A summary of messages is provided in Change Management, it is sorted by the status and function assigned to your business partner:
All messages you created
All messages you are assigned to as processor
All messages assigned to your organizational unit (if you are assigned to an organizational unit in an organizational model)
Click the link to get a suitable view with a list where the objects are filtered correspondingly.
Messages
A list of messages is provided which you can, for example, filter by status. Aside from this you can create new messages.
If authorized, you can process messages. To display and edit a message, click in the list on the ID or message description. For further information, see Process Messages in the Service Desk.
When you mark a message in the list, the system displays any details about this message below the list, for example, the message text. In the details you can execute the following functions:
Reply to the message
Add an attachment to the message
Confirm the message when the message processing is complete
Print the message
Searching
In the messages list you can execute complex searches by defining queries or entering selection criteria directly. You can, for example, filter by status, date created, and business partner ID. For more information, see Working with a List.
When you mark a message in the list, the system displays any details about this message below the list, for example, the message text. In the details you can execute the following functions:
Reply to the message
Add an attachment to the message
Confirm the message when the message processing is complete
Print the message
Analyses
A cross-solution or solution-specific reporting with report variants is available to you for analyzing messages. You can either upload the documents manually to Solution Reporting or schedule it as a background job.
In addition, the messages for processing and those created by you are displayed graphically by status.
For further information about using cross-solution reporting, see Evaluations. For further information about using solution-specific reporting, see Evaluation: Service Desk Messages.
Typical Tasks
You can execute the following functions from any view in the Work Center:
Calling the Procedure Monitor
More Information
See the Service Desk tab for further information about specific functions. For more information about general functions in the Work Center, see Working with the Work Center.