Sap Solman Charm Issue Management

SAP Solution Manager

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

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

Change Request Management - Issue Management

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

SAP-SOLMAN-CHARM-Issue Management-v2.0.doc Page 2 of 12


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: wlacaze@gmail.com
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 • 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



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.


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