sap solman charm issue management

Issue Management Using Issue Management with Implemetation Tools in Solution Manager.

SAP Solution Manager

h t t p : / / w w w . l i n k e d i n . c o m / i n / s o l u t i o n m a n a g e r

W e n c e s l a o L a c a z e

Change Request Management - Issue Management

SAP-SOLMAN-CHARM-Issue Management-v2.0.doc of 12

Table of Contents

Versioning ..............................................................................................................................................................................3

Author Bio ..............................................................................................................................................................................3

Landscape Preparation: ....................................................................................................................................................4

Users Preparation: ..............................................................................................................................................................4

Start to use Issues................................................................................................................................................................4



Versioning Version Change Date

1.0 Original 10/06/2008

2.0 Webpage Link. 23/06/2008

Author Bio

My name is Wenceslao Lacaze and I’ve been working as a SAP basis

Administrator and Solution Manager Consultant for the last 8 years.

I’m a Techno-Functional SAP Solution Manager Subject Matter Expert (SME), I

Design, Build and Implement the product using “Run Sap” Methodology.

I have developed a very extended experience with medium and large scaled

SAP installations in several (multi)national environments.

I am based in Argentina, but work all around the World.

I work directly for clients or via an agency.

I do speak Spanish, Italian and English fluently.

You can contact me at:

Email: [email protected]

http://www.linkedin.com/in/solutionmanager

You can found more papers at :

http://wlacaze.googlepages.com/home



Landscape Preparation: For this Demo we use 3 client inside Solution Manager

801 Development

802 Quality

803 Productive

Users Preparation: We create 5 diferent users and profiles

Creates and confirm the Change Request

Categorizes, Approve and monitors Change Request.

Implements a change, and hands it over to the Tester

Test changes and ajust the Change Document Status

Manages and coordinates software logistics

Start to use Issues They are 2 way to create issues inside solution Manager:

• During the implemetation:

We can use the transaction SOLAR01 and then in the Project Z_IMPDEM01 we can create a

Issue in

Business Scenario 01

Business Proces 01

Process Step01



The consulant goes to Issue/Message tab and select “Create Issue”

• During the Operation

Inside Solution manager run the transaction SOLMAN_ISSUE_MGMT and click in Create

Issue

We need to identify this information

Priority:

1. VeryHigh

2. High

3. Low

4. Medium

Due on

• Date

Short Text

• Description of the Issue

Subject



• Change

Management

Customer/Project

Management • Customer Management

• Project Planning

• Project Realization

• Test Management

• Operation • Business Process

Management

• Data Management and

Archiving

• Interface Management

• Performance Management

• Support Organization &

Processes

• System Management

• System and Data Security

• Solution • Functional Gap

• Functional Realization

• Process Integration

• Software Error

• Solution landscape

• Technical Infraestructure

• Solution

Maintenace

• IT Strategy

• Maintenance Extension

• Software Change

Management

• Upgrade and Release

Management

Status

1. Draft

2. Open

3. In Process

4. Completed



You upload document like attachment

In the Tab Context you need to identify if the issue is on Solution Context, Project or is releated to

Higher-Level Top Issue.

In this sample we create the Issue for the Solution AOME_CHARM., and we identify the issue in the

Process Step “StepName01 ” in the System SM4.

In the Tab Recommend Tasks you can propose some task for solve the Issue

When you create a task the system ask for

• Priority

• Due on

• Short Text



• Status

• Description.

The person who execute the Task write the result of the task in the tab Outcome Recording

In the Processing Iformation Tab you can assing the Task to some user and you have a Log to write

notes



In the Recommended Tasks you can see all the Task asigned to this issue and the status.

In the Messages/Expertise-on-Demand you can assign the Issue to OSS Message or you can order a

SAP Service whit Expert-on-Demand Requests.



In the Service Session you can identify the “Service Sessions” for this Issue, this is when you order

Expert-on-Demand

You can Assign Change Request to the Issues in “Change Requests” tab.



In the Processing Information you can Assign the Issue to the Users, coment the Issue, and see how

much time expend SAP for the support

In the Summary Button you can see all information releated to this Issue



When you close the Issue you have the posibility to leave a feedback in Clickin FeedBack link

In the Issue Survey you can write some coments about the service.

sap solman charm issue management

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