Fall

08

SAP Solution Manager

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

h t t p : / / w w w. l i n ke d i n . c o m / i n / s o l u t i o n m a n a g e r
We nce sl ao L aca ze
Change Request Management ­ Issue Management                                          

Table of Contents
Author Bio..................................................................................................................3
Landscape Preparation:.............................................................................................4
Users Preparation:.....................................................................................................4
Start to use Issues.....................................................................................................4

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Change Request Management ­ Issue Management                                          

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: wlacaze@gmail.com
http://www.linkedin.com/in/solutionmanager

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Change Request Management ­ Issue Management                                          

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”

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Change Request Management ­ Issue Management                                          

• 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

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Change Request Management ­ Issue Management                                          

Management
Customer/Project • Customer Management
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 • IT Strategy
Maintenace • Maintenance Extension
• Software Change
Management
• Upgrade and Release
Management
Status
1. Draft
2. Open
3. In Process
4. Completed

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Change Request Management ­ Issue Management                                          

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

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Change Request Management ­ Issue Management                                          

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

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Change Request Management ­ Issue Management                                          

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.

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Change Request Management ­ Issue Management                                          

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.

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Change Request Management ­ Issue Management                                          

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

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Change Request Management ­ Issue Management                                          

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.

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