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Procedure documentationCreate Incident Message, as Dispatcher or Processor Locate this document in the navigation structure


  1. In the navigation area in the WebClient UI, under Create choose Message.

    This opens the Select Transaction Type dialog box.

  2. Choose the transaction type.

    Whether you have to select a transaction type depends on how your system is configured. Ask the person responsible for your system about the customer transaction types available.

  3. In the assignment block Details, in the field Description, enter a meaningful description of the incident message.

  4. In the Reporter field, enter the name of the person reporting the problem. This can be the end user to whom the problem occurred, or a key user who is creating the message for a colleague. The system sends the answer to this user.

  5. Specify the Support Team and Message Processor. When you fill one of these two fields, the system proposes values for the other.

  6. Set the priority of the message from the input help for the Priority field. You can also use the Effects and Urgency fields. The system determines the priority of the message from these fields.

  7. Specify an incident category under Category.

    You can choose further subcategories to be more exact, depending on the category.

  8. Enter a detailed description of the incident, in the assignment block Text.

  9. You can relate the message to other procedures in the assignment block Details, under Relationships by specifying a problem, change request or knowledge item.

  10. Specify the object affected by the incident, in the assignment block Details, under Reference Objects. Component is the iBase component, Configuration Element is an object in the Landscape Management Database (LMDB) or Configuration Management Database (CMDB). For more information, see Reference Objects.

  11. To create a message for an SAP system, go to the assignment block SAP Collaboration. The data in this assignment block depends on the reference object.

  12. To add documents to the message, go to the assignment block Attachments.

  13. To print the message, or send it as an E-Mail, in the toolbar   More, choose   Print  .

    In the Output dialog, you have the following options:

    • To create a PDF to be sent by E-Mail to the reporter, choose E-Mail to Reporter.

    • Choose Print message to generate a PDF containing the message details. The details of the message are summarized, and you can save or print them as a PDF file.

  14. Save your entries.

Note Note

  • To search for problem, depending on your specification, and assign the incident message to a problem message, choose   More   Find Related Problems  .

  • To specify template information, depending on the category, choose   More   Automatically Complete  . You can use this function when the administrator has assigned a template to a category.

  • Use text templates to insert frequently used texts quickly. For further information, see Create Messages Efficiently with Personal and System Text Templates.

  • Use the assignment block Related Sources, to display objects which affect the message.

  • A message can be forwarded automatically, depending on the component, business partner or other specifications.

End of the note.