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Procedure documentationChecking the Processing Status of a Support Message Locate this document in the navigation structure


You have submitted a support message and want to check its processing status.


You have created at least one support message.


  1. To find support messages and check the processing status, choose one of the following options:

    • Choose Overview. Support messages are sorted by transaction type and user status.

    • Choose Messages.

  2. Choose filter options in the Messages view:

    • You can sort support messages; by date, for example.

    • Restrict the display by user status.

      Choose the status Solution Proposal, for example, to see only support messages for which a solution has been proposed.

  3. Depending on the user status of the message, you can be prompted to perform the following further activities:

    • Status New: Your support message has not yet been processed.

    • Status In Process: Your support message has been allocated to a support employee who is working on a solution proposal.

    • Status Customer Action: You are requested to send more information to the support employee so that he or she can solve the problem.

    • Status Solution Proposal: The support employee has entered a solution proposal. You have the following options:

      • If the solution proposal solves your problem, confirm the solution proposal. Choose Confirm.

      • If the solution proposal does not solve your problem, reply to the solution proposal. Choose Answer.

    • Status Sent to SAP: The support employee has identified a technical problem and has forwarded the support message to SAP.

    • Status Sent to Support: A support message was sent automatically to support but is not yet in process.

    • Status Sent to External Provider: A support message concerns an external system and has been forwarded to the external provider.

    Which user statuses are possible depends on how your system is configured. Ask your system administrator to explain the meaning of a status.