Message processing for Key Users

in Work Center of
SAP Solution Manager Service Desk

Logging the Complaint to

FCL - SAP Support Desk

1. Create a new message

1.1 Logon to the SAP GUI Screen

1.2 Create a new message

Click on Help Menu >> Click on Create Support Message

Take the screenshot of the error message before creating support message

1.3 Create Message

1.4 Component automatically appears or click on component , Select

Application Component dialog box appears

1.5 Choose relevant component

Double click on particular component.
On the Create Message dialog box, Component name will appear:

1.7 Choose Priority of Support Message.

1.8 Priority will appear on the Priority Field

1.9 Define a long text

1.10 If you want to attach a file click on add a file or (Shift + F4) and
choose relevant file which you want to attach. Then

1.11 If you want to see the attachment, click on List of Attachments

or (F6)

1.12 After writing a message, click on Save / Send button or (Ctrl+S)

1.13 Message successfully created and sent to Support Desk Team

Checking the status of complaint

2.1 Log on to the Solution Manager with your existing production

server user name

Please note:
a. Client ID: 100
b. User Id : Existing production server user name(mcfl_basis)
c. Password : *********

2.2 Run Transaction Code solman_workcenter on the command

button

2.3 Click on Incident management then New.

2.4 Click on Description

2.5 This explorer will appear

2.6 Click on edit and message processor id is assigned

automatically

2.7 Change status of ticket

2.8 Define the message subject

2.9 Assign the support team

2.10 Find the attachment given by user in Attachments tab

2.11 When issue is resolved change ticket status to confirmed

2.12 Replay for support message

2.13 Time Recording for support message

2.14 Action logs for support message

2.15 Email to message creator

Glossary
Description
Documentation on support messages

Output
Support messages
With support messages we can directly contact the responsible support unit in the SAP Solution
Manager from our SAP system.
We have to create a message with a short and long text and give it a priority (low - very high). All
other data needed to process the message is taken from the SAP system (e.g. installation number,
release, current transaction, support package level). This data helps the person processing the
message to answer it more quickly and effectively. You can look at this data at any time.
Since, depending on the system setting, the message may be created in another system (support
desk system, SAP Solution Manager, and so on), we may have to log on to the target system when
we save the message.
Save /Send: Your message is sent to the correct support unit in the SAP Solution Manager. The
system then informs us of the send status and the message number.
Display entire message: we can look at the message and the system data that was added
automatically.
Insert File: We can use an input help to insert any file to the message as an attachment.
List of Attachments: This button only appears if we have inserted at least one file attachment. We
can insert new attachments from here, remove existing attachments or load them to your local
Frontend.
Terminate: Terminate message creation.
Please inform our responsible system administrator the first time you use the support message.

Thank You