Forward Message

As a 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 is created there according to the local schema 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.

Open the message that you want to forward to another processor.
Choose Edit, Details Message Processor .
To create a note to the processor, in the assignment block Text, chooseAdd Text, and select a text type.
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.

Open the message that you want to forward to another support team.
Choose Editand in the Details assignment block, choose a component.
Choose the Action Forward Messages Automatically .
To create a note to the support team, in the assignment block Text, choose Add Text and select a text type.
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 more 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.

Choose Edit.
In the Text assignment block, choose Add Text Information for SAP , and enter a message for SAP Support.
You can change the priority, the short text, the categories, or the reporter.

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.
Go to the SAP Collaboration assignment block.
Enter the following data:
- SAP Component
- ID/Client: System ID and client
- Installation Number/Type
To send further information to SAP Support, choose Information for SAP.Enter data as required.
To check whether specific questions have to be answered for the relevant component, in the SAP Collaboration assignment block, choose Edit More Answer Component-Specific Questions .
A dialog box opens in which you are prompted to answer component-specific questions.
Save your entries with Back.
Choose Send to SAP.
Enter data as required.
Save your entries.

The system forwards the message to SAP.
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 SAP Collaboration.

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