Find
Solution for Support Message
Use
You process the messages which staff or customers have created, in the Solution Manager Service Desk.
Prerequisites
You are in the detail screen of a support message in the Transaction Monitor Service Procedures.
Procedure
...
Search for solution in SAP Service Marketplace
...
1. Switch to change mode.
2. Choose Search for Notes in the SAP Notes tab, to search for SAP notes in the SAP Service Marketplace.
You go to the SAP Service Marketplace.
3. Logon to the SAP Service Marketplace.
The system searches with your system data.
4. Search for SAP notes in the search template.
5. To assign an SAP note which has been found, to the support message, select it and choose Copy Data.
The system copies the note number and its short text to the SAP Notes tab, and closes the browser window.
6. To display an assigned SAP note, select it in the SAP Notes tab, and choose Display Note.
7. Leave the SAP Service Marketplace by closing the browser window.
You can import SAP notes with correction instructions into your systems automatically. For further information, see Processing Messages in the Service Desk.
Search for solution in the solution database
If you have found no suitable SAP note for your problem, search for a problem solution which has already been documented in your solution database.
...
1. Switch to change mode.
2. Choose the Search SDB pushbutton in the Solution Database tab.
The system automatically uses the support message short text as search criterion.
3. Specify your search criteria and choose Continue.
The system displays the existing symptoms and solutions for your support message. You can copy these solutions into your support message.