SAP MaxAttention Messages Processing & Monitoring

SAP MaxAttention Messages Processing & MonitoringOctober 2012Presented by Pierre-Guy RANEA / IMSI

AIRBUS Operations S.A.S. All rights reserved. Confidential and proprietary document.Statistics on Solved messages Time @ EADS & Time @ SAP Cust # 187739 AEROSPATIALE 1/2

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AIRBUS Operations S.A.S. All rights reserved. Confidential and proprietary document.Statistics on Solved messages Incoming Messages 187739 AEROSPATIALE

Bi-weekly Dashboard AIRBUS Operations S.A.S. All rights reserved. Confidential and proprietary document.

Best Practices for Messages The Perfect Message The message refers to only one issue (SAP Note 50048)The master data is complete/correctSystemReporterThe reporter has documented his or her own analysis and carried out an SAP Notes SearchThe message contains the logon dataThe short text is meaningfulThe reporter has selected a suitable priority,as explained in SAP Note 67739The reporter has selected the correct component

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Best Practices for Messages Required Information IIssue environmentDoes the issue arise in conjunction with a specific server, front end, or user?Time of occurrenceIs this the first time the issue has occurred?Since when has it been occurring? Where does it occur? How often does it occur?Were changes made to the system directly before the issue occurred (release upgrade, corrections, Customizing changes, ...)ConstraintsPreceding actionsProcedureReproducibilityGeneral conditionsOther system errors

1 AIRBUS Operations S.A.S. All rights reserved. Confidential and proprietary document.Details about the occurrence of the issue:Error behavior, verbal description, program affected, screen, and/or table(s)Specific system error messages:Error message and message number, syslog extracts, short dumps, and so on.Always fax the short dump up to and including the active calls (approximately 10 pages) to the support number +49 180-5 34 34 30.Details about the time of occurrence:Is this the first time the error has occurred? When does it occur and how often? Does it occur more often at a specific time or after a certain event?Details about the location of the error:Does the error occur frequently in a specific location, for example, in conjunction with a certain R/3 server, front end, or user?Best Practices for Messages Required Information IIExpected system behaviorHow does the reporter expect the system to behave?Imported Support Packages (included in system data)Special circumstancesProduction startup, upgradeSpecify any SAP Notes that have already been implemented for the symptomsCustomer logon dataContact for opening the connectionSystem name/clientModel data/variantsUser/password - can be maintained in the secure area or requested by SAP over the telephone, if required (see SAP note 508140)

1 AIRBUS Operations S.A.S. All rights reserved. Confidential and proprietary document.Best Practices for Messages Priorities of Customer Messages(SAP Note 67739)A production system is completely down.The imminent go-live or upgrade is jeopardized.The customer's core business processes are seriously affected.A workaround is not available.Very highNormal business processes are seriously affectedNecessary tasks cannot be performedInoperable or incorrect funtions in the SAP systemHighNormal business processes are affectedInoperable or incorrect functions in the SAP systemMediumIssue has little or no effect on business processesInoperable or incorrect funtions which are not required daily or are rarely usedLowPlease note: SAP Support consultant can lower the priority under certain circumstances on his own, if the priority is NOT justified (note 19500)2 AIRBUS Operations S.A.S. All rights reserved. Confidential and proprietary document.SAP has defined the following priorities for problem messages (see SAP Note 67739):

Very high:A message should be categorized with the priority "very high" if the problem has very serious consequences for normal business transactions and urgent work cannot be performed. This is generally caused by the following circumstances: Absolute loss of a system Malfunctions of central SAP system functions in the production system Delays to the planned production startup or upgrade within the next 3 workdays The message requires immediate processing because the malfunction can cause serious losses.

High:A message should be categorized with the priority "high" if normal business transactions are seriously affected and necessary tasks cannot be performed. This is caused by incorrect or inoperable functions in the SAP system that are required immediately. The message requires immediate processing because the malfunction can seriously disrupt the entire productive business flow.

Medium:A message should be categorized with the priority "medium" if normal business transactions are affected. The problem is caused by incorrect or inoperable functions in the SAP system.

Low:A message should be categorized with the priority "low" if the problem has few or no effects on normal business transactions. The problem is caused by incorrect or inoperable functions in the SAP system that are not required daily, or are rarely used.

9Best Practices for Messages Open Messages Submitted to SAPMonitor the message for updates on a daily basis. Do this more frequently for very high and high messages.

Respond quickly to all requests for supporting information.

Send the message back to SAP after the update is completed.

If a message is in status customer action, SAP is waiting for a response. If the message remains in customer action for too long, it will automatically be closed.2 AIRBUS Operations S.A.S. All rights reserved. Confidential and proprietary document.Automatic Confirmation of MessagesMessages will be automatically confirmed by SAP if they reside in customer action or solution proposed for the following periods of time:Very high14 daysHigh21 daysMedium45 daysLow45 daysTo avoid messages being confirmed automatically, respond to the message explaining that the solution is being implemented, or the problem is persisting.If the solution provided by SAP solve the issue, please dont wait for automatic closure and close the message.3 AIRBUS Operations S.A.S. All rights reserved. Confidential and proprietary document.Message Acceleration and Message EscalationMessage Acceleration.comMessage EscalationThe message has been sent to SAP and the customer is waiting for a response from SAP Support for a long period of time; customer wants to know about the status of the message and/or increase the priority. See SAP Note 1281633 for detailsThe issue does not refer to a system standstill BUT customer needs a fast resolution of the issue, as a main business process or a project milestone is highly affected.See SAP Note 90835 for detailsMessages can be accelerated/escalated by Sending a mail to the Technical Quality Manager: Matthieu STEINER matthieu.steiner@sap.com and adding in copy the Airbus MaxAttention coordinator: Pierre-Guy RANEA pierre-guy.ranea@airbus.comor calling the Customer Interaction Center (CIC), see SAP Note 560499Nota:the business impact must be given to escalate a message. a named contact must be provided :Work phone numberCell phone numberE mail Address

4 AIRBUS Operations S.A.S. All rights reserved. Confidential and proprietary document.12Is the production system down?Are you stopped or delayed and if delayed, by how long? How many users are affected?Which business processes are affected?Will any critically important dates be missed as result of this problem? Is there a workaround in place? How effective is the workaround?Is there a financial loss due to this issue? If yes please quantify.Does the issue affect a project?If YESWhat is the planned go live date?Is the issue a showstopper?Is the entire project on a standstill?What are the milestone dates of the project?Will any critically important dates be missed as result of this problem? Is there a financial loss due to this issue? If yes please quantify.If NOWhat are the consequences of the issue?Is there a workaround in place? How effective is the workaround?Production SystemTest / Dev / QA SystemMessage Acceleration and Message EscalationBusiness Impact to be entered in the OSS messageSomeone needs to be available 7x24 as a point of contact for very high messages - provide work phone number, pager, cell phone number and/or e-mail address in the order in which you want to be engaged; do not include an 800 number 4 AIRBUS Operations S.A.S. All rights reserved. Confidential and proprietary document.13Summary - Key ActionsINITIAL ACTIONSSelect the right message priorityBusiness impact must be documented in all cases!Include reproducible exampleEnsure available and stable remote connection Include named contacts

ACTIONS DURING MESSAGE PROCESSINGTake action by contacting the Technical Quality Manager Matthieu Steiner or SAP CIC to accelerate message / avoid delay / increase message priority

FINAL ACTIONClose the message

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