IT Support staff can create a problem message if they detect a problem, or if several incidents have been reported for the same problem. The problem message can be linked to the incident messages. This link is documented in the processing log, so that message management monitors the processing progress.
You can create and assign problem messages as follows:
Create a problem message as a follow-up transaction from an incident message
If the processor cannot find a solution to the incident message, they can create a problem message as a follow-up transaction.
When you create the Problem Message
follow-up transaction, the relevant data for the incident message, such as the business partner, description, priority, or category, are copied to the problem message. When you have saved the problem message, the system shows it in the incident message in the assignment blocks Transaction History
and Details
, in Relationships
, as an Assigned Problem
.
Assign existing problem message
You can assign an existing problem message to an incident message.
Choose an incident message to which you want to assign a problem message.
Choose Edit
to switch to edit mode for the incident message.
You can assign the problem message as follows:
The system shows the problem messages that are not yet closed and are in the appropriate category: Choose
.Choose a problem message manually, or search for it in the input help: In the Details
assignment block, choose .
You can use the search function to find a problem message. Choose
.The following can be triggered as follow-up transactions for an incident message:
Problem
Incident
Knowledge article