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Procedure documentationFinding a Message Locate this document in the navigation structure

 

You can search for messages in various ways.

Depending on your role, you can search for various messages, such as:

  • As a reporter, search for your open messages to see their processing status.

  • As a dispatcher, search for unassigned messages to assign them to a processor.

  • As a processor, search for the messages that you are processing.

Procedure

My Messages

The messages which are relevant for your role are shown on the initial screen. Depending on your role, these can be messages which you created, or to which you or your support team are assigned as processors.

Worklist

In the worklist, you use your search to generate a worklist, which you can display any number of times according to your criteria.

Note Note

For more information about creating your worklist in the WebClient UI, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under   http://help.sap.com/crm   <Release SAP CRM 7.0 or higher>   Application Help   Basic Functions   Worklist  .

End of the note.
Search Function

  1. Choose   IT Service Management   <message>  .

  2. Specify your search criteria and choose Search.

    The search results are displayed in the results list.

  3. You can filter this list according to various criteria:

    • You can sort messages by date, for example.

    • You can restrict the display according to the status text.

      To only display the messages for which a solution is proposed choose the Status Text column and choose the status Proposed Solution.

      The search results are displayed according to the filter criteria.

For more information, see Using the Search Function in the WebClient UI.