You can create messages to report an incident. As a support employee, you can also create messages for end users.
If configured, messages can be forwarded automatically to the relevant support team based on the assigned category.
Before you can create a message, the following prerequisites apply:
In SAP Solution Manager, the end users have the roles user and business partner, support staff have the roles dispatcher or processor.
For more information, see the SAP Solution Manager Security Guide in the SAP Service Marketplace, under 4 Operations
.
The system is configured.
Choose Create
.
Choose the type of message that you want to create.
Enter data as required.
For more information about creating messages in IT Service Management, see the documentation in this section.
You can use templates and text modules to create messages. For more information, see Creating Templates for Messages and Texts and Text Templates.
For more information about the menu options that are common to all message types, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under
.