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Procedure documentationCreating Problem Messages


As a dispatcher or processor, you create problem messages, for example, to find the cause of several incident messages.

Note Note

You can lock incident messages that are assigned to a problem message for further processing. A lock icon is displayed for locked incident messages.

Locked incident messages can be automatically updated when the assigned problem message is confirmed. The solution to the problem message is copied to the incident message, the incident message is given the status Proposed Solution, the incident message is unlocked, and can be confirmed by the reporter.

End of the note.


  1. In the navigation area in the WebClient UI, under Create, choose Problem. The Select Transaction Type dialog box opens.

  2. Choose the transaction type.

    Whether you have to select a transaction type depends on how your system is configured. Ask the person responsible for your system about the customer transaction types available.

  3. In the assignment block Details, in the Description field , enter a meaningful description of the problem message.

  4. In the Reported by field, enter the problem reporter.

  5. Set the priority of the message from the input help for the Priority field. You can also use the Impact and Urgency fields. The system determines the priority of the message from these fields.

  6. Specify a problem category under Category.

    Depending on the selected level, additional levels allow you to be more specific.

  7. Under Text, enter a detailed description of the problem.

  8. To assign incident messages to problem messages, in the assignment block Related Incidents, choose Find Related Incidents.

  9. To add documents to the message, go to the assignment block Attachments.

  10. Save your entries.

  11. To lock the incident message for further processing, select an incident message and choose Lock.

  12. Enter further problem information.

  13. Save your entries.