Show TOC

Procedure documentationProviding Solutions

Procedure

Finding a Solution

You can find a solution in various ways.

  • In the work area toolbar, choose Start of the navigation path More Next navigation step Find Knowledge Item End of the navigation path.

  • In the work area toolbar, choose Start of the navigation path More Next navigation step Root Cause Analysis End of the navigation path. Choose the affected system and conduct an analysis.

  • Go to the SAP Notes assignment block and choose Find SAP Notes. SAP Service Marketplace opens.

  • To forward the support message to SAP, expand the SAP Collaboration assignment block and choose Send to SAP.

Send Proposed Solution, as SAP Support

  1. Open the message for which you want to send a proposed solution.

  2. In the Details assignment block, choose the status Proposed Solution from SAP.

  3. Use the assignment block Text to add a memo.

  4. Save your entries.

Sending a Solution Proposal

To inform the person who reported the problem of a solution proposal, proceed as follows:

  1. Open the message for which you want to send a proposed solution.

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

  3. To request the user or customer to check the solution proposal, choose the Solution Proposal status in the Details assignment block.

    The selection of the status depends on the configuration of your system. Ask your system administrator which status to select for which action.

  4. To classify the proposed solution, in the assignment block Details, choose Start of the navigation path Category Next navigation step Solution Category End of the navigation path.

  5. To upload documents for a solution proposal, go to the Attachments assignment block and choose Attachment.

  6. To link to SAP notes, go to the assignment block SAP Notes, and choose Start of the navigation path Edit Next navigation step Add End of the navigation path. Enter the ID and the name of the SAP Note.

    If you do not know the ID of the SAP Note, choose Find SAP Notes. SAP Service Marketplace opens.

  7. Save your entries.The system sets the message to the user status Proposed Solution for the reporter. You can save or print the details of the support message as a PDF file.