Incident Management Work Center 
This work center offers the following options:
As a user or customer, you can create support messages and display and reply to solutions suggested by support.
As a support employee, you can
Process and administer support messages
Create support messages for other users
The Work Center comprises views to search for, display, and edit messages. You can perform common tasks in Incident Management.
Prerequisites
Incident Management is configured in your system.
The administrator has created a system user for you and assigned a business partner to the user.
You are authorized for this work center.
To enable you to receive support from an SAP support employee, your administrator has set up service connections and opened your system for remote analysis by SAP support.
Features
Overview
A summary of messages, sorted by business partner status and function:
All support messages created by you as the problem reporter which, for example, require a reply or for which a solution proposal already exists
All support messages you are assigned to as support employee
All support messages assigned to your organizational unit (if you are assigned to an organizational unit in an organizational model)
Messages
A list of messages which you can, for example, filter by status.
As problem reporter you can
Create support messages and add attachments
Check the processing status of a support message and display and print solution proposals for a support message
Reply to solution proposals or requests of a support message
Confirm solution proposals and complete a procedure
If you have authorization as a support employee, you can
Process support messages and add attachments and SAP Notes
Forward support messages to SAP, confirm them, and call positive call closure questionnaires
Call additional functions in expert mode as authorized
Message contents, replies and proposed solutions are always visible for problem reporters and support employees.
Queries
You can perform complex searches by defining queries or entering selection criteria directly. You can, for example, filter by status, date created, and business partner ID.
When you select a message in the list, the system displays message details below the list, for example, the long text with the description of the problem.
Reports
Cross-solution or solution-specific reporting with report variants is available to analyze messages. You can either upload the documents manually to Solution Reporting, or schedule it as a background job.
The messages for processing and those created by you are displayed graphically by status.
For further information about using cross-solution reporting, see Evaluations. For more information about using solution-specific reporting, see Report: Service Desk Messages.
Typical Tasks
You can perform the following functions from any view in the work center: