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Procedure documentationForwarding a Message to the Processor Locate this document in the navigation structure

 

In the role of Dispatcher, you assign messages which are assigned to your support team, to a processor in the team. You can also forward messages to other support teams, for example another support level.

The home page of the dispatcher shows the messages which are assigned to the support Team, but not to a processor.

You can forward message manually, or according to a configured rule.

Prerequisites

To forward a message according to a rule:

  • You have created forwarding rules.

  • You have configured the forwarding, depending on the transaction type, in the SAP Solution Manager.

Procedure

Forwarding a message to a processor, manually

  1. Choose the message which you want to forward.

  2. Choose Edit.

  3. Specify the support processor who is to process the message, in the field Message Processor.

  4. In the assignment block Details, enter the status Forwarded, in the processing data.

  5. Check the message priority.

  6. To create a note to the processor, in the assignment block Text, choose   Add Text   Internal Note  , and enter a text.

  7. Save your entries.

Forward a message according to a rule

You can forward a message according to its attributes, for example its status or category.

  1. Open the message which you want to forward.

  2. Choose Send. The message is forwarded according to the specified rules.

More Information

For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under   http://help.sap.com/crm   <Release SAP CRM 7.0 or higher>   Application Help   Service Request Management  .