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Function documentationProcessing Problem Messages


IT Support staff can create a problem message if they detect a problem, or if several incidents have been reported for the same problem. The problem message can be linked to the incident messages. This link is documented in the processing log, so that message management monitors the processing progress.

You can create and assign problem messages as follows:

Create a problem message as a follow-up transaction from an incident message

If the processor cannot find a solution to the incident message, they can create a problem message as a follow-up transaction.

When you create the Problem Message follow-up transaction, the relevant data for the incident message, such as the business partner, description, priority, or category, are copied to the problem message. When you have saved the problem message, the system shows it in the incident message in the assignment blocks Transaction History and Details, in Relationships, as an Assigned Problem.

Assign existing problem message

You can assign an existing problem message to an incident message.

  • Choose an incident message to which you want to assign a problem message.

  • Choose Edit to switch to edit mode for the incident message.

You can assign the problem message as follows:

  • The system shows the problem messages that are not yet closed and are in the appropriate category: Choose Start of the navigation path More Next navigation step Find Related Problems End of the navigation path.

  • Choose a problem message manually, or search for it in the input help: In the Details assignment block, choose Start of the navigation path Relationships Next navigation step Related Problem End of the navigation path.

  • You can use the search function to find a problem message. Choose Start of the navigation path IT Service Management Next navigation step Find Next navigation step Problems End of the navigation path.

The following can be triggered as follow-up transactions for an incident message:

  • Problem

  • Incident

  • Knowledge article