Enables centralized and common incident and issue message processing on multiple organization levels, and offers a communication channel with all relevant stakeholders of an incident. The process includes business user, SAP experts at the customer site, SAP Service & Support and Partner Support employees. It is integrated in all ALM processes of SAP Solution Manager and in any SAP Business suite solution. It can be connected to a non-SAP help desk application. Includes follow-up activities such as knowledge research, root cause analysis, or change management.