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Procedure documentationProcessing Messages as a Processor


In the WebClient UI, you want to process a message created by a processor or reporter.


You process the message in several steps.

Finding Messages
  • You can search for incidents to be processed or use the My Messages widget.

  • To display a message, choose the transaction number or the description of the message.

    The message processing screen opens.

Processing Message

To process a message, proceed as follows:

  1. Choose the message that you want to process.

  2. Choose Edit.

  3. Use the input help to enter the processor responsible.

  4. If the customer and support team are not allocated automatically, choose them from the input help.

  5. Check the solution category.

    Depending on the configuration, the first selected solution category is displayed.

  6. Choose the status In Process.

  7. Save your entries.

    The message is displayed with the status In Process for the person who reported the problem.

Note Note

Depending on the configuration, the system can enter the processor automatically. For more information, see Specify Processor in Transaction.

End of the note.

Note Note

Depending on the configuration, you can enter a status and give a reason for the status change. For more information, see in Customizing for SAP Solution Manager under Start of the navigation path Capabilities (Optional) Next navigation step IT Service Management Next navigation step Status Profile End of the navigation path.

End of the note.
Searching for a solution

Search for the solution to the problem, for example, in SAP Notes, knowledge articles, and related messages.

Requesting More Information

To request more information from the person who reported the problem, proceed as follows:

  1. Select the message for which you want further information.

  2. In the assignment block Start of the navigation path Text Next navigation step Add Text End of the navigation path, choose the text type Answer and enter your query.

  3. Choose Back.

  4. In the assignment block Details, choose the status Customer Action.

  5. Save your changes.

    The message is displayed to the reporter with the user status Customer Action.

Unlock Incident Message

You can lock an incident message for further processing in a problem message. If you want to process an incident message further, you have to unlock it.

  1. Choose the incident message that you want to unlock.

  2. Choose Start of the navigation path More Next navigation step Unlock End of the navigation path.

    The incident message is unlocked and can be processed further.

Unlock Incident Message in Problem Message
  1. Select the problem containing the locked message.

  2. Choose Start of the navigation path Edit Next navigation step Related Incidents Next navigation step Edit List End of the navigation path.

  3. Select an incident message, and choose Unlock.

  4. Save your entries.

    The incident message is unlocked and can be processed again.

Specify Messages as Favorites

You can monitor critical support messages, which require particular attention, in a Favorites list. You can also share your favorites with other employees using the community favorites.

  1. Select the message that you want to monitor in the Favorites.

  2. Choose Add to Favorites.

  3. The Add Element to Favorites screen opens.

  4. Choose the name and folder in which you want to set the message as a favorite, and whether the favorites are visible to others.

  5. Save your entries.

Monitor Critical Messages in Favorites
  1. In the navigation area of IT service management, choose Home.

  2. The system displays the favorites in the content area. You can choose between My Favorites and Community Favorites.