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Procedure documentationCreating Support Messages Locate this document in the navigation structure

 

You create support messages to report a problem to support. You can create support messages in the following roles:

  • As a user or customer

  • As a support employee on behalf of a user

Prerequisites

You have been stored in the Solution Manager with the user and business partner role or with the support employee role. For more information, see the Security Guide SAP Solution Manager on SAP Service Marketplace under   http://service.sap.com/instguides   SAP Components  .

Procedure

  1. Under Common Tasks choose New Message.

    If your enterprise is an SAP partner and the system is configured accordingly, the Create Message dialog box appears.

  2. If necessary, select the transaction type.

    Note Note

    Whether or not you have to select a transaction type depends on how your system is configured.

    Ask the person responsible for your system about the mode of action for the customer-specific transaction types available to you.

    End of the note.

  3. In the entry view for the support message, enter the following values:

    • Specify the support message's priority.

    • Enter a meaningful short text. The short text appears as a subject line and helps identify the support message; it is used as a search term for searching in the solution database (if installed) and in the SAP Support Portal.

    • Select the components affected.

    • Enter a detailed description of the problem as the long text.

    • Specify the category of support message and the type of subject.

      Note Note

      Which categories are displayed depends on the objectives in the statistical evaluation of the support messages, and on how your system is configured.

      Ask the person responsible for your system about the significance of the customer-specific categories available to you.

      End of the note.

  4. If you enter the support message as a support employee on behalf of another user, specify the business partner in question.

    • Under Reporter, select the user.

    • Select the support employee responsible.

  5. Select the system and the client in whose system the problem occurred if you are

    • Assigned more than one system as a user or customer

    • Entering the support message as a support employee on behalf of another user

  6. If the Additional Information tab appears in your Incident Management configuration, then you can specify more precisely there where the error occurred.

    Note Note

    This entry is not mandatory but it speeds up the process.

    End of the note.

    Recommendation Recommendation

    You can create a support message in the context of a solution or project, for example. In this case, the Solution, Project and Process fields are filled automatically.

    End of the recommendation.

  7. On the Attachments tab, you can attach documents to the support message.

  8. Choose Send.

    The support message will appear in the support employee's inbox with one of various user statuses, such as New or Sent to Support, depending on how the system is configured.

    The details of the support message are summarized and you can save or print them as a PDF file.

More Information

Checking the Processing Status of a Support Message