Show TOC

Function documentationProcessing 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 Start of the navigation path http://help.sap.com/crmInformation published on SAP site Next navigation step Release SAP CRM 7.0 or higher Next navigation step Application Help Next navigation step Basic Functions Next navigation step Multi-Step Categorization End of the navigation path)

  • 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 Start of the navigation path http://help.sap.com/crmInformation published on SAP site Next navigation step Release SAP CRM 7.0 or higher Next navigation step Application Help Next navigation step Basic Functions Next navigation step Multi-Step Categorization Next navigation step Automatic Object Proposal End of the navigation path)

  • Notify the reporter by E-Mail (see Send E-Mail )

  • Forwarding Messages

  • Processing Messages

  • 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 Start of the navigation path http://help.sap.com/crmInformation published on SAP site Next navigation step Release SAP CRM 7.0 or higher Next navigation step Application Help Next navigation step Service Next navigation step Generic Service Functions Next navigation step Rule-Based Sending of Service Transactions End of the navigation path)

  • Confirm the time required by support staff to find the solution (see Recording Working Time)

  • Complete the message (see Providing Solution)