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Procedure documentationSearch for Solutions to Support Messages Locate this document in the navigation structure

 

You process the messages which staff or customers have created in the Solution Manager Service Desk.

Prerequisites

You are in the detail screen of a support message in Service Transaction Monitor.

Procedure

Search for solution in SAP Service Marketplace

  1. Go to change mode.

  2. To search for SAP notes in the SAP Service Marketplace, choose Find Note in the SAP Notes tab.

    You go to the SAP Service Marketplace.

  3. Logon to the SAP Service Marketplace.

    The system uses your system data for the search.

  4. Search for SAP notes with the search template

  5. To assign an SAP note which you have found, to the support message, select it and choose Copy Data.

    The system copies the note number and short text to the SAP Notes tab, and closes the browser window.

  6. To display an assigned SAP note, select it in the SAP Notes tab, and choose Display Note.

  7. Leave the SAP Service Marketplace by closing the browser window.

    Note Note

    You can import SAP notes with correction instructions, into your systems, automatically. For further information, see Process Messages in the Service Desk.

    End of the note.
Search for solutions in the solution database

If you have not found an appropriate SAP note for your problem, search for a solution which has already been documented in your solution database.

  1. Go to change mode.

  2. Choose Search SDB in the Solution Database tab.

    The system copies the support message short text automatically as search criterion.

  3. Specify your search criteria and choose Continue.

    The system shows you the existing symptoms and solutions for your support message. You can copy these solutions into your support message.