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Procedure documentationCreating Incident Messages as a Dispatcher or Processor

Procedure

  1. In the navigation area in the WebClient UI, under Create choose Incident.

    This 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 incident message.

  4. In the Reported by field, enter the name of the person reporting the problem. This can be the end user affected by the problem, or a key user creating the message for a colleague. The system sends the answer to this user.

  5. Specify the Support Team and Message Processor. If configured, when you enter data in one of these fields, the system suggests suitable values for the other. If this function is configured, only use the Details assignment block to enter support team and message processor, that is, do not use the Business Partner assignment block.

  6. 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.

  7. Specify an incident category under Category.

    Depending on the category, you can choose further subcategories to be more precise.

  8. In the assignment block Text, enter a detailed description of the incident.

  9. In the assignment block Details, under Relationships, you can relate the incident to other messages, by specifying, for example, a problem, change request, or knowledge article.

  10. In the assignment block Details, under Reference Objects, specify the object affected by the incident. Component is the IBase component, Configuration Item is an object in the Landscape Management Database (LMDB) or Configuration Management Database (CMDB). For more information, see Reference Objects.

  11. To create a message for an SAP system, go to the assignment block SAP Collaboration. The data in this assignment block depends on the reference object.

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

  13. To print the message, or send it as an e-mail, in the More toolbar, choose Print.

    In the Output dialog, you have the following options:

    • To create a PDF to be sent by e-mail to the reporter, choose E-Mail to Reporter.

    • Choose Print message to generate a PDF containing the message details. The details of the message are summarized and you can save or print them as a PDF file.

  14. Save your entries.

Recommendation Recommendation

  • To search for problem and assign the incident message to a problem message, depending on your specification, choose Start of the navigation path¬†More Next navigation step Find Related Problems End of the navigation path.

  • To specify template information, depending on the category, choose Start of the navigation path¬†More Next navigation step Automatically Complete End of the navigation path. You can use this function when the administrator has assigned a template to a category.

  • Use text templates to insert frequently used texts quickly. For more information, see Texts and Text Templates.

  • Use the assignment block Related Sources to display objects that affect the message.

  • A message can be forwarded automatically, depending on the component, business partner or other specifications.

  • You can configure the system to check if several entries are plausible. For more information, in the Customizing for SAP Solution Manager, see the Check Plausibility for Reporter Data Entry Customizing activity.

End of the recommendation.

More Information

For more information about specifying the support team and message processor, see SAP Note 1483276Information published on SAP site Use of Customizing Parameters in DNO_CUST04, AGS_WORK_CUSTOM, and ICT_CUSTOM.