Show TOC

Object documentationMessage Types in IT Service Management



Message is the collective term for the IT service management transaction types.


An incident is an event that is not part of the standard operation of a service, and that impairs the quality of that service.

Business transaction that captures this information.


A problem is a usually unknown cause of one or more incidents.

Business transaction that captures this information.

Processors use problems to group a number of incident messages to detect their common cause.

Service request

In a service request, a user requests a specified service, for example resetting a password, or moving hardware.

Business transaction that captures this information.

Service order

Users issue service orders to order several items or services from a service catalog.

Knowledge article

Processors create knowledge articles to provide information about a subject, usually about resolving incidents.

Operations task

Operations tasks are used to manage recurring tasks.


The message can contain different information, depending on the transaction type. For most transaction types, templates can be configured.

More Information

For more information about typical workflows for the transaction types in IT Service Management, see Message Processing.

For more information about configuring transaction types for IT Service Management, see SAP Solution Manager Configuration, IT Service Management scenario, step Start of the navigation path Perform Standard Configuration Next navigation step Maintain Transaction Types End of the navigation path.

For more information about transaction types in SAP Customer Relationship Management, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under Start of the navigation path published on SAP site Next navigation step <current release> Next navigation step Application Help Next navigation step <language> Next navigation step Basic Functions Next navigation step Business Transaction End of the navigation path