As a processor, you forward messages for several reasons, for example:
Another processor is responsible for the message.
Another support team in your organization is responsible for a component.
Another support organization is going to help you to process the message.
Note
When a message is forwarded to another SAP Solution Manager or an external help desk of a third-party supplier, a new message with a message number is created there according to the local schema and synchronized with the message in SAP Solution Manager.
You can forward a message to another processor in your service organization.
Open the message that you want to forward to another processor.
Choose
.To create a note to the processor, in the assignment block Text
, chooseAdd Text
, and select a text type.
Save your entries.
You can forward a message to another support team, for example, because the reporter chose the wrong component.
You have created forwarding rules.
Open the message that you want to forward to another support team.
Choose Edit
and in the Details
assignment block, choose a component.
Choose
.To create a note to the support team, in the assignment block Text
, choose Add Text
and select a text type.
Save your entries.
The system forwards the message, depending on the rules, to another support team and changes the status of the message.
You can forward a message to an external help desk.
For more information, see Communicating with External Help Desks.
As a customer or IT service provider, you can forward a message to SAP.
Choose Edit
.
In the Text
assignment block, choose , and enter a memo for SAP Support.
You can change the priority, the short text, the categories, or the reporter.
Example
The user or customer has assessed the behavior as not critical, but as a Support employee, you have found that the behavior is a symptom of a critical problem in the system. You change the priority.
Go to the SAP Collaboration
assignment block.
Enter the following data:
SAP Component
ID/Client
: System ID and client
Installation Number/Type
To send further information to SAP Support, choose Information for SAP
.Enter data as required.
To check whether specific questions have to be answered for the relevant component, in the SAP Collaboration
assignment block, choose .
A dialog box opens in which you are prompted to answer component-specific questions.
Save your entries with Back
.
Choose Send to SAP
.
Enter data as required.
Save your entries.
The system forwards the message to SAP.
In the Scheduled Actions
assignment block, check whether the action was performed, and what you should do if the action failed.
For more information about the SAP Collaboration
assignment block, see SAP Collaboration.
For more information about configuring automatic forwarding of messages, see Forwarding Incidents to SAP Outside Business Hours (IT Service Providers).
If you have forwarded a message to SAP, you can support and monitor its processing in the SAP Collaboration
assignment block, as follows:
Function | Call | More information |
---|---|---|
Open the customer system for remote analysis by SAP Support |
| You go to |
Give SAP Support the customer system logon data |
| You have opened the customer system for SAP Support. |
Update the display of incidents from SAP |
| You have updated the display manually. |
Trace SAP actions | . | You go to the action log of the message. |
As a software partner, you can forward messages to the customer reporter or to SAP.
Function | Call | More information |
---|---|---|
Process message |
| To show that the message is being processed. The status of the message is changed automatically. |
Forward a message to customers |
| The status of the message is changed automatically. |
Forward a message to SAP |
| The status of the message is changed automatically. |
Send information to customer |
| To send a message. The status is unchanged. Alternative call:
|
Send information to SAP |
| To send a message. The status is unchanged. Alternative call:
|