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Procedure documentationFinding a Message


You can search for messages in various ways.

Depending on your role, you can search for various messages, such as:

  • As a reporter, search for your open messages to see their processing status.

  • As a dispatcher, search for unassigned messages to assign them to a processor.

  • As a processor, search for the messages that you are processing.


My Messages

The messages which are relevant for your role are shown on the initial screen. Depending on your role, these can be messages which you created, or to which you or your support team are assigned as processors.


In the worklist, you use your search to generate a worklist, which you can display any number of times according to your criteria.

Note Note

For more information about creating your worklist in the WebClient UI, 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 <Release SAP CRM 7.0 or higher> Next navigation step Application Help Next navigation step Basic Functions Next navigation step Worklist End of the navigation path.

End of the note.
Search Function
  1. Choose Start of the navigation path IT Service Management Next navigation step <message> End of the navigation path.

  2. Specify your search criteria and choose Search.

    The search results are displayed in the results list.

  3. You can filter this list according to various criteria:

    • You can sort messages by date, for example.

    • You can restrict the display according to the status text.

      To only display the messages for which a solution is proposed choose the Status Text column and choose the status Proposed Solution.

      The search results are displayed according to the filter criteria.

For more information, see Using the Search Function in the WebClient UI.