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Support staff can search for solutions to messages in various ways.

Features

  • You can search for solutions in the knowledge articles.

    Caution Caution

    The WebClient UI supports searching in knowledge articles, not in the solution database. Create new solutions in knowledge articles.

    You can still call an existing solution database with SAP GUI and search it for existing solutions. To use the solution database, you have to switch to expert mode in the work center.

    End of the caution.

  • Support staff can search for SAP Notes in SAP Service Marketplace.

  • If support staff cannot find a solution to the problem, they can forward the support message to subsequent support units or to SAP support. They can then monitor further processing in Incident Management.