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As processor, you forward a message, for one of several reasons, for example:

  • Another processor is responsible for the message.

  • Another support team in your organization is responsible for a component.

  • Another support organization is going to help you to process the message.

Note Note

When a message is forwarded to another SAP Solution Manager or an external help desk of a third-party supplier, a new message, with a message number according to the local schema, is created there, and synchronized with the message in the SAP Solution Manager.

End of the note.

Procedure

Forwarding a Message to Another Processor

You can forward a message to another processor in your service organization.

  1. Open the message which you want to forward to another processor.

  2. Choose Edit,   Details, and   Message Processor  .

  3. To create a note to the processor, in the assignment block   Text, choose   Add Text   and a text type, and enter a text.

  4. Save your entries.

Forwarding a Message to Another Support Team

You can forward a message to another support team, for example because the reporter chose the wrong component.

Prerequisite

You have created forwarding rules.

  1. Open the message which you want to forward to another support team.

  2. Choose Edit, and in the Details assignment block, a component.

  3. Choose the   Action   Forward Messages Automatically  

  4. To create a note to the support team, in the assignment block   Text, choose   Add Text   and a text type, and enter a text.

  5. Save your entries.

The system forwards the message, depending on the rules, to another support team, and changes the status of the message.

Forwarding a Message to an External Help Desk

You can forward a message to an external help desk.

For further information, see Using an External Help Desk.

Forwarding a Message to SAP

As a customer or IT service provider, you can forward a message to SAP.

  1. Choose Edit.

  2. In the   Text assignment block, choose   Add Text,   Information for SAP  , and enter a message for SAP Support.

  3. You can change the priority, the short text, the categories, or the reporter.

    Example Example

    The user or customer has assessed the behavior as not critical, but as a Support employee, you have found that the behavior is a symptom of a critical problem in the system. You change the priority.

    End of the example.

  4. Go to the SAP Collaboration assignment block.

  5. Enter the following data:

    • SAP Component

    • ID/Client: System ID and client

    • Installation Number/Type

  6. To send further information to SAP Support, choose Information for SAP. Enter data as required.

  7. To check whether specific questions have to be answered for the relevant component, in the   SAP Collaboration assignment block, choose   Edit,   More and   Answer Component-Specific Questions  .

    You go to a dialog box in which you are prompted to answer component-specific questions.

  8. Save your entries with Back.

  9. Choose Send to SAP.

  10. Enter data as required.

  11. Save your entries.

    The system forwards the message to SAP.

  12. In the Scheduled Actions assignment block, check whether the action was performed, and what you should do if the action failed.

For more information, see Collaborating with SAP.

Trace Forwarded Message

If you have forwarded a message to SAP, you can support and monitor its processing in the SAP Collaboration assignment block, as follows:

Function

Call

More information

Open the customer system for remote analysis by SAP Support

  Edit   More   Open System for SAP  

You go to Service Connection Overview.

Give SAP Support the customer system logon data

  Edit   More   Maintain SAP Logon Data  

You have opened the customer system for SAP Support.

Updating the Display of Support Messages from SAP

  Edit   Update by SAP  

You have updated the display manually.

Tracing SAP Measures

  More   Display SAP Action Log  .

You go to the action log of the message.
Forwarding Messages as Software Partner

As a software partner, you can forward messages to the customer reporter, or to SAP.

Function

Call

More information

Process message

  Actions   Process Message  

To show that the message is being processed. The status of the message is changed automatically.

Forwarding a Message Customers

  Details   Send to Customer  

The status of the message is changed automatically.

Forwarding a Message to SAP

  Details   Send to SAP  

The status of the message is changed automatically.

Send information to customer

  Details   Customer Information  

To send a message. The status is unchanged.

Alternative call:

  Actions   Send Information to Customer Asynchronously  

Send information to SAP

  Details   SAP Information  

To send a message. The status is unchanged.

Alternative call:

  Actions   Send Information to SAP Asynchronously