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Procedure documentationProcess Messages in Service Desk Locate this document in the navigation structure

 

Process messages from colleagues or customers in the Service Desk of SAP Solution Manager and evaluate messages.

Prerequisites

You are authorized for the Service Desk. For more information, see the SAP Solution Manager Security Guide in SAP Service Marketplace at   http://service.sap.com/instguides SAP Components   SAP Solution Manager <current release>  .

Procedure

  1. Go to the Incident Management work center.

  2. Choose the Queries view.

    The system uses a standard query to display a list of your messages or incidents. You can change the query or define new queries with different selection criteria.

  3. Process your messages and save your entries.

In the Analyses view, you can execute both solution-specific and solution-independent queries on the Analyses tab page. You can also use queries to calculate the processing time of messages that have been completed and the cost involved in processing the messages.