You can perform different tasks depending on your role and authorizations. Depending on the information you want to forward, you can create an incident message, a problem message, or a service request.
The following roles are available:
End user (reporter)
Dispatcher
Processor
Administrator
SAP delivers these roles as models. Adjust the roles to the division of work and tasks in your support organization. The tasks may differ from those in your company.
For more information about the roles and their authorizations in IT Service Management, see the Security Guide for SAP Solution Manager on SAP Service Marketplace at
4 Operations.The administrator sets up the information required to manage messages. They do this for all messages. You can find the relevant functions in navigation bar, under Master Data and Service Operations, as well as in SAP Solution Manager Configuration.
For more information, see Administration.
The reporter can perform the following actions:
Create an incident message
Display their own messages and monitor their status
Answer a processor query
Confirm the solution
The reporter can also report the message by telephone, e-mail, or in other ways. A dispatcher or processor creates such messages and performs other actions in the system for the reporter.
The dispatcher can perform the following actions:
Create a message if incidents are reported either by telephone or in other ways
Forward a message to a processor
Confirm completed messages
The processors responsible for the incident message can then perform the following actions:
Receive incident message
Prioritize and categorize the incident message
Find a solution
Process the incident message
Send an e-mail for the incident message to the reporter
Forward the incident message to downstream support units (such as an external help desk) or to SAP Support
Propose a solution to the reporter
Once the processor of the incident message has received the confirmation, they can perform the following actions:
Create a problem message
Create a knowledge article
Create a change request
Confirm the time required to find the solution
Close the incident message
The reporter can perform the following actions:
Create a service request for a specified service
Display their own service requests and monitor their status
Answer a processor query
Confirm the solution
The reporter can also report the message by telephone, e-mail, or in other ways. A dispatcher or processor creates such messages and performs other actions in the system for the reporter.
The dispatcher can perform the following actions:
Create a message if service requests are reported either by telephone or in other ways
Forward a message to a processor
Confirm completed messages
The processors responsible for the service request can then perform the following actions:
Receive service request
Prioritize and categorize the service request
Find a solution
Process the service request, for example in the assignment block Checklist
Send an e-mail for the service request to the reporter
Forward the service request to downstream support units or SAP Support
Propose a solution to the reporter
An IT Support employee creates a problem message because they have detected a problem or are currently processing several incident messages that relate to a problem.
The processor can perform the following actions:
Create a problem message and assign it to incident messages for the same problem. The system locks the incident messages for further processing because the processor is looking for solutions to the problem.
Create a problem message from an incident message as a follow-up transaction.
Assign an existing problem message to an incident message and assume responsibility for processing the problem message (depending on the support organization).
While processing the problem message, the support employee can perform various activities to find a solution and close the message.