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You can create messages to report an incident to support. As a support employee, you can also create messages for end users, in the WebClient UI.

Messages can be forwarded automatically based on their category to various support teams.

Prerequisites

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   http://service.sap.com/instguides   SAP Components   SAP Solution Manager<current release>  , under 4 Operations.

  • The system is configured.

Procedure

  1. In the WebClient, choose Create.

  2. Choose the type of message you want to create. You can create the following message types:

    • Incident Message

    • Problem Message

    • Service Request

More Information

You can also use templates and text modules to create messages. For more information, see Create Message Template and Texts and Text Templates.