Show TOC

Procedure documentationForwarding Messages

 

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 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.

End of the note.

Procedure

Forwarding a Message to Another Processor

You can forward a message to another processor in your service organization.

  1. Open the message that you want to forward to another processor.

  2. Choose Start of the navigation path Edit Next navigation step Details Next navigation step Message Processor End of the navigation path.

  3. To create a note to the processor, in the assignment block Text, chooseAdd Text, and select a text type.

  4. Save your entries.

Forwarding a Message to Another Support Team

You can forward a message to another support team, for example, because the reporter chose the wrong component.

Prerequisite

You have created forwarding rules.

  1. Open the message that you want to forward to another support team.

  2. Choose Edit and in the Details assignment block, choose a component.

  3. Choose Start of the navigation path Action Next navigation step Forward Messages Automatically End of the navigation path.

  4. To create a note to the support team, in the assignment block Text, choose Add Text and select a text type.

  5. Save your entries.

The system forwards the message, depending on the rules, to another support team and changes the status of the message.

Forwarding a Message to an External Help Desk

You can forward a message to an external help desk.

For more information, see Communicating with External Help Desks.

Forwarding a Message to SAP

As a customer or IT service provider, you can forward a message to SAP.

  1. Choose Edit.

  2. In the Text assignment block, choose Start of the navigation path Add Text Next navigation step Information for SAP End of the navigation path, and enter a memo for SAP Support.

  3. You can change the priority, the short text, the categories, or the reporter.

    Example 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.

    End of the example.
  4. Go to the SAP Collaboration assignment block.

  5. Enter the following data:

    • SAP Component

    • ID/Client: System ID and client

    • Installation Number/Type

  6. To send further information to SAP Support, choose Information for SAP.Enter data as required.

  7. To check whether specific questions have to be answered for the relevant component, in the SAP Collaboration assignment block, choose Start of the navigation path Edit Next navigation step More Next navigation step Answer Component-Specific Questions End of the navigation path.

    A dialog box opens in which you are prompted to answer component-specific questions.

  8. Save your entries with Back.

  9. Choose Send to SAP.

  10. Enter data as required.

  11. Save your entries.

    The system forwards the message to SAP.

  12. 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).

Tracing Forwarded Message

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

Start of the navigation path Edit Next navigation step More Next navigation step Open System for SAP End of the navigation path

You go to Service Connection Overview.

Give SAP Support the customer system logon data

Start of the navigation path Edit Next navigation step More Next navigation step Maintain SAP Logon Data End of the navigation path

You have opened the customer system for SAP Support.

Update the display of incidents from SAP

Start of the navigation path Edit Next navigation step Update by SAP End of the navigation path

You have updated the display manually.

Trace SAP actions

Start of the navigation path More Next navigation step Display SAP Action Log End of the navigation path.

You go to the action log of the message.

Forwarding Messages as Software Partner

As a software partner, you can forward messages to the customer reporter or to SAP.

Function

Call

More information

Process message

Start of the navigation path Actions Next navigation step Process Message End of the navigation path

To show that the message is being processed. The status of the message is changed automatically.

Forward a message to customers

Start of the navigation path Details Next navigation step Send to Customer End of the navigation path

The status of the message is changed automatically.

Forward a message to SAP

Start of the navigation path Details Next navigation step Send to SAP End of the navigation path

The status of the message is changed automatically.

Send information to customer

Start of the navigation path Details Next navigation step Customer Information End of the navigation path

To send a message. The status is unchanged.

Alternative call:

Start of the navigation path Actions Next navigation step Send Information to Customer Asynchronously End of the navigation path

Send information to SAP

Start of the navigation path Details Next navigation step SAP Information End of the navigation path

To send a message. The status is unchanged.

Alternative call:

Start of the navigation path Actions Next navigation step Send Information to SAP Asynchronously End of the navigation path