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Procedure documentationFinding a Message Locate this document in the navigation structure

 

You can search for messages in various ways.

Depending on your role, you can search for various messages, such as:

  • As reporter, search for your open messages, to see their processing status.

  • As dispatcher, search for unassigned messages, to assign them to a processor.

  • As processor, search for the messages which you are processing.

Procedure

My Messages

The messages which are relevant for your role are shown on the initial screen. Depending on your role, these can be messages which you created, or to which you or your support team are assigned as processors.

Worklist

In the worklist, you use your search to generate a worklist, which you can display any number of times according to your criteria.

Note Note

For more information about creating your worklist in the WebClient UI, 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   Basic Functions   Worklist  .

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Search Function

On the start page, you can search for your messages using the Saved Searches fast access option. If you have not yet saved any searches, start the message search.

You can use this search again later by saving it as a Saved Search. On the start page, you can then select your Saved Searches.

Note Note

Depending on the authorization of your role, choose Search in the contents page, and a message.

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Note Note

For more information about search functions, 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   First Steps in WebClient UI   Search   and   WebClient UI Framework   Search Functions  .

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Finding Messages

  1. Choose   Incident Management   Messages  .

  2. Specify your search criteria and choose Find.

    The search results are displayed in the results list.

  3. You can filter this list according to various criteria:

    • You can sort messages by date, for example.

    • You can restrict the display according to the status text.

      Choose the Status Text column and choose the status Proposed Solution, to only display the messages for which a solution is proposed.

      The search results are displayed according to the filter criteria.