Processing Incidents 
Support staff process the incident messages created by end users.
Features
As a support employee, you can execute various message processing functions, including functions to:
Search for the solution to the problem, for example in SAP Notes, knowledge articles, related messages
Assign other activity types such as knowledge articles for problem messages (see Processing Problem Messages)
Prioritize and categorize the message (see in the SAP Library of 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 Multi-Step Categorization 
)Identify Reference Objects, such as installation or components
Search for existing problem messages (automatic proposal depending on the category)
Automatically complete an incident message (function Automatic Completion, see the SAP Library of 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 Multi-Step Categorization Automatic Object Proposal )Notify the reporter by E-Mail (see Send E-Mail )
Create follow-up transactions from an incident message (see Follow-Up Transactions):
The following are examples of incident message follow-up transactions:
Activity
Task
Problem
Change request
Knowledge article
Create an issue from an incident (see Issue Management)
Trigger a root cause analysis as a follow-up transaction (see Root Cause Analysis)
Send the message to experts, such as second-level support (see the SAP Library for Customer Relationship Management in the SAP Help Portal, under
http://help.sap.com/crm Release SAP CRM 7.0 or higher Application Help Service Generic Service Functions Rule-Based Sending of Service Transactions )Confirm the time required by support staff to find the solution (see Recording Working Time)
Complete the message (see Providing Solution)