Processing a Support Message in the Incident Management Work Center 
In the Incident Management work center, you want to process a support message created by a user or customer.
Procedure
To find support messages and enter yourself or another support employee as the processor, choose one of the following options:
Navigate via the Overview. Support messages are classified by transaction type and user status.
To display a list of support messages, choose Messages.
To find support messages with predefined queries according to specific criteria, choose Query.
The queries you defined are displayed in the Query Overview.
In the Messages view, choose the filter options or criteria you require:
To display a support message, click on its transaction number or description.
You go to Message Processing.
To process the support message, choose Process.
Use the input help to enter the processor responsible.
If the ordering party and support team are not allocated automatically, specify them using the input help.
To allocate additional responsible persons or other business partners to the support message, choose Add on the Business Partners tab.
ExampleIf there is a person who is generally responsible for the business area in question, this person is assigned as the business partner. In this way, this person can also keep track of the process.
End of the example.Choose the function for the business partner responsible.
NoteThe selection of business partner functions is configured specifically for the customer. If you are unsure which function to choose for which business partner, ask the person responsible for your system.
End of the note.Use the input help to choose the business partner.
In the Main Partner column, specify the main contact.
On the Overview tab, choose the status In Process.
Save your changes.
The message is displayed with the user status In Process for the person who reported the problem.
To prompt the user or customer to provide further information
Choose the text type Answer, under Add Text, and enter your query.
Choose the status Customer Action
Save your changes.
The message is displayed with the user status Customer Action for the person who reported the problem.
To find a solution:
In the Root Cause Analysis work center, select the relevant system and carry out an analysis.
On the Context tab, specify the business process, choose Show Alerts and display the open alerts for a business process, in the Business Process and Interface Monitoring work center.
If an internal solution database has been installed, switch to expert mode and search for a solution in the solution database.
On the SAP Data tab, choose the Search for SAP Notes link.
You go to the SAP Service Marketplace.
Forward the support message to SAP.
To inform the user of a solution proposal:
On the Overview tab, choose the text type Solution Proposal and enter the text.
To upload a document for a solution proposal, choose Add on the Attachments tab.
To refer to SAP Notes, choose Add on the SAP Data tab and enter the ID and name of the SAP Note.
The Details link in the Note URL column is activated as soon as you save your entries.
To prompt the user or customer to check the suggested solution, choose the Solution Proposal status on the Overview tab.
NoteThe status selection is configured specifically for the customer. If you are unsure which status to choose for which action, ask the person responsible for your system.
End of the note.Save your changes.
The message is displayed with the user status Solution Proposal for the person who reported the problem.
You can save or print the details of the support message as a PDF file.
Result
The customer or user finds the support message with the user status corresponding to the processing status.
More Information
You have the following options for the further processing of support messages:
To use the work center more efficiently, you can: