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Procedure documentationConfirming Solutions


To close a message, confirm its solution.


Confirm Solution, as End User

If a proposed solution solves your problem, you can confirm it. This completes the process.

  1. Open the message that you want to confirm.

  2. Choose Confirm.

    A dialog box opens.

  3. Confirm the message. The system sets the user status Confirmed and the message can no longer be processed.

When you have confirmed the message, depending on the configuration, you are asked by e-mail to answer a questionnaire to evaluate the processing of the message.

Confirm Message, as Dispatcher or SAP Processor
  1. In the assignment block SAP Collaboration, choose Edit.

  2. Choose Confirm at SAP.

  3. Save your entries.The system sets the status of the message to Solution Confirmed, which completes the process at SAP.

  4. In the assignment block SAP Collaboration, choose Perform PCC at SAP.

    The SAP Support Portal Positive Call Closure (PCC) form opens.

  5. Write your feedback and choose Send.

    Your feedback is saved in the SAP Support Portal.

  6. To inform the user or customer of the proposed solution, in the Details tab, choose Proposed Solution.

  7. Save your entries.The message takes the status Proposed Solution.

Confirm Solution, as Dispatcher or Processor

If the end user does not close a message, the dispatcher or processor can confirm a message for the end user.

  1. Choose the message that you want to confirm.

  2. In the assignment block Details, choose Start of the navigation path Status Next navigation step Confirmed End of the navigation path.

  3. In the assignment block Text, enter a description of type Solution to provide information about the message.

  4. Save your entries.