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You can create messages to report an incident to support. As a support employee, you can also create messages for end users, in the WebClient UI.

Messages can be forwarded automatically to various support teams, by category.

Prerequisites

Before you can create a message, the following conditions must apply:

  • The end users have the roles user and business partner, support staff have the roles dispatcher or processor, in SAP Solution Manager. For more information, see the SAP Solution Manager Security Guide in the SAP Service Marketplace, under   http://service.sap.com/instguides   SAP Components   SAP Solution Manager<current release>  , under 4 Operations.

  • The system is configured.

Procedure

In the WebClient, create the following messages:

  • Incident message: Choose   Create   Message  .

  • Problem message: Choose   Create   Problem  .

  • Service request: Choose   Create   Service Request  .

More Information

You can also use templates and text modules to create messages. For more information, see Create Message Template and Using Texts and Text Templates.