Show TOC

Procedure documentationProcessing Message Locate this document in the navigation structure


In the WebClient UI, you want to process a message created by a processor or reporter.


You process the message in several steps.

Displaying Messages

To display a message, proceed as follows:

  • Click on the transaction number or the description of the message.

    You go to the message processing screen.

Processing Message

To process a message, proceed as follows:

  1. Choose the message which you want to process.

  2. Choose Edit.

  3. Use the input help to enter the processor responsible.

  4. If the customer and support team are not allocated automatically, choose them from the input help.

  5. Check the solution category.

    Depending on the configuration, the first selected solution category is displayed.

  6. Choose the status In Process.

  7. Save your entries.

    The message is displayed with the status In Process for the person who reported the problem.

Note Note

Depending on the configuration, the system can enter the processor automatically. For more information, see Specify Processor in Transaction.

End of the note.
Requesting More Information

To request more information from the person who reported the problem, proceed as follows:

  1. Select the message for which you want further information.

  2. In the assignment block   Text   Add Text  , the text type Answer, and enter your query.

  3. Choose Back.

  4. In the assignment block Details, choose the status Customer Action.

  5. Save your changes.

    The message is displayed to the reporter with the user status Customer Action.

Unlock Incident Message

You can lock an incident message for further processing, in a problem message. If you want to process an incident message further, unlock it.

  1. Choose the incident message which you want to unlock.

  2. Choose   More   Unlock  .

    The incident message is unlocked and can be processed further.

Unlock Incident Message in Problem Message
  1. Select the problem containing the locked message.

  2. Choose   Edit   Associated Messages   Edit List  .

  3. Select an incident message, and choose Unlock.

  4. Save your entries.

    The incident message is unlocked and can be processed further.

Specify Messages as Favorites

You can monitor critical support messages, which require particular attention, in a Favorites list. You can also share your favorites with other employees via the community favorites.

  1. Select the message which you want to monitor in the Favorites.

  2. Choose Add to Favorites.

  3. You go to the Add Element to Favorites screen.

  4. Choose the name and folder in which you want to put the message as a Favorite, and whether the Favorites are to be visible to others.

  5. Save your entries.

Monitor Critical Messages in Favorites
  1. In the navigation area of IT service management, choose Initial Screen.

  2. The system displays the favorites in the content area. You can choose between My Favorites and Community Favorites.