Manage operations for service parts order management with sap erp

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Manage operations for service parts order management with sap erp

  1. 1. Best Practice for Solution OperationsManage Operations for Service Parts Order Management with SAP ERP Dietmar-Hopp-Allee 16 D-69190 Walldorf CS STATUS internal final DATE VERSION August 5, 2009 1.1 SOLUTION MANAGEMENT PHASE SAP SOLUTION Operations & Continuous Improvement Best Practices for Solution Operations TOPIC AREA SOLUTION MANAGER AREA Application & Integration Management Business Process Operation
  2. 2. Best Practice for Solution OperationsManage Operations for classical spare parts managementDate Alteration Reason VersionDec 1, 2008 Creation 0.1Mar 30th 2009 Finalization 1.0Aug 5th 2009 Change of process name 1.1Table of ContentsManagement Summary 5 1.1 Goal of Using this Best Practice 5 1.2 Alternative Practices 5 1.3 Staff and Skills Requirements 5 1.4 System Requirements 6 1.5 Duration and Timing 6 1.6 How to Use this Best Practice 6 1.7 Best Practice Procedure 6 1.7.1 Preliminary Tasks 6 1.7.2 Monitoring Concepts 6 1.7.3 Business Process Monitoring in SAP Solution Manager 7 1.7.4 Monitoring Types for Business Process Monitoring in SAP Solution Manager 8 1.7.4.1 Application Monitor 8 1.7.4.2 Background Job 9 1.7.4.3 ABAP Dump Collector 9 1.7.4.4 Dialog Performance 10 1.7.4.5 Update Errors 11 1.7.4.6 Due List Log 12 1.7.4.7 Application Log 13 1.7.4.8 Other CCMS Monitors 14 1.7.4.9 Analysis and Monitoring Tools 15 1.7.4.10 Monitoring Activities 16 1.7.4.11 Notifications 17 1.7.5 Business Process Monitoring Process 182 Business Process Monitoring for Service Parts Order Management with SAP ERP 19 2.1 Sample Scenario 19 2.2 Business Process Sales Order Management 19 2.2.1 Business Process Step 1: Create Urgent Order 20 2.2.1.1 Description 20 2.2.1.2 Monitoring Requirements: 20 2.2.1.3 Monitoring Objects in SAP Solution Manager 21 2.2.1.4 Monitoring without SAP Solution Manager 21 2.2.1.5 How to Find Meaningful Thresholds for Each Monitoring Object 21 2.2.2 Business Process Step 2: Create Stock Order 21 2.2.2.1 Description 21 2.2.2.2 Monitoring Requirements: 21 2.2.2.3 Monitoring Objects in SAP Solution Manager 21© 2010 SAP AG page 2/2
  3. 3. Best Practice for Solution OperationsManage Operations for classical spare parts management 2.2.2.4 Monitoring without SAP Solution Manager 22 2.2.2.5 How to Find Meaningful Thresholds for Each Monitoring Object 22 2.2.3 Business Process Step 3: Create Sales Order 22 2.2.3.1 Description 22 2.2.3.2 Monitoring Requirements: 22 2.2.3.3 Monitoring Objects in SAP Solution Manager 23 2.2.3.4 Further Monitoring Objects 23 2.2.3.5 Monitoring without SAP Solution Manager 23 2.2.3.6 How to Find Meaningful Thresholds for Each Monitoring Object 24 2.2.3.7 Scheduling of Background Jobs 24 2.2.4 Business Process Step 4: Create Delivery 24 2.2.4.1 Description 24 2.2.4.2 Monitoring Requirements: 24 2.2.4.3 Monitoring Objects in SAP Solution Manager 25 2.2.4.4 Further Monitoring Objects 25 2.2.4.5 Monitoring without SAP Solution Manager 25 2.2.5 Business Process Step 5: Create Pro-forma Invoice 25 2.2.5.1 Description 25 2.2.5.2 Monitoring Requirements: 26 2.2.5.3 Monitoring Objects in SAP Solution Manager 26 2.2.5.4 Monitoring without SAP Solution Manager 26 2.2.6 Business Process Step 6: Perform Shop Floor (Outbound) 26 2.2.6.1 Description 26 2.2.6.2 Monitoring Requirements: 26 2.2.6.3 Monitoring Objects in SAP Solution Manager 27 2.2.6.4 Monitoring without SAP Solution Manager 28 2.2.6.5 Scheduling of Background Jobs 28 2.2.7 Business Process Step 7: Create Pro-forma Invoice (and reprint if necessary) 28 2.2.7.1 Description 28 2.2.7.2 Monitoring Requirements: 28 2.2.7.3 Monitoring Objects in SAP Solution Manager 29 2.2.7.4 Monitoring without SAP Solution Manager 29 2.2.8 Business Process Step 8: Perform Billing 29 2.2.8.1 Description 29 2.2.8.2 Monitoring Requirements: 29 2.2.8.3 Monitoring Objects in SAP Solution Manager 30 2.2.8.4 Further Monitoring Objects 30 2.2.8.5 Monitoring without SAP Solution Manager 30 2.2.8.6 Scheduling of Background Jobs 31 2.2.9 Business Process Step 9: Send Invoice to the Dealer 31 2.2.9.1 Description 31 2.2.9.2 Monitoring Requirements: 31 2.2.9.3 Monitoring Objects in SAP Solution Manager 31 2.2.9.4 Monitoring without SAP Solution Manager 32 2.2.9.5 Scheduling of Background Jobs 323 Further Information 33© 2010 SAP AG page 3/3
  4. 4. Best Practice for Solution OperationsManage Operations for classical spare parts management 3.1 Troubleshooting 33 3.2 Related Best Practice Documents 33 3.3 Literature 33 3.4 Feedback and Questions 344 Appendix 35 4.1 Examples for Recommended Monitoring Objects 35 4.1.1 Example Background Job Monitoring 35 4.1.2 Example ABAP Dump Monitoring 36 4.1.3 Example Application Monitor “Messages” (Output Determination) 37 4.2 Background Jobs 39© 2010 SAP AG page 4/4
  5. 5. Best Practice for Solution OperationsManage Operations for classical spare parts management Management Summary1.1 Goal of Using this Best PracticeThis Best Practice helps you to set up a Business Process Monitoring concept for your SAP solution in theautomotive area. The concept aims to define procedures for business process-oriented monitoring and errorhandling, and escalation procedures for Service Parts Management using SAP ERP for the sales ordermanagement. These procedures are intended to ensure a smooth and reliable flow of this core businessprocess so you can meet your business requirements.This Best Practice provides guidance for defining suitable application-oriented monitoring objects to detectany irregularities or deviations from an ideal business process flow or to detect error situations concerning acore business process at an early stage.This Best Practice contains the recommended approach from SAP which uses SAP Solution Manager for theMonitoring functionalities whenever possible. However, even if you do not use SAP Solution Manager, werecommend that you follow the procedures described in this document as much as possible to ensure asmooth and reliable flow of your business processes, as well as an appropriate response if of unforeseenerrors arise.1.2 Alternative PracticesYou can have SAP experts deliver this Best Practice on-site by ordering an SAP Solution ManagementOptimization (SMO) service for SAP Business Process Management (BPM). This service is exclusivelyavailable within SAP’s support engagements, SAP MaxAttention and SAP Safeguarding. If your companycurrently does not have any support engagement with SAP, it is also possible to get assistance by SAPexperts from SAP Consulting. In this case, please contact your local SAP Consulting representative.1.3 Staff and Skills RequirementsTo implement this Best Practice, you require the following teams:Application Management TeamThis team creates the ERP Business Process Monitoring concept and consists of experts from several areasof your company: Business department Solution support organization (for example, the Basis Support or the Application Support) Implementation project teamBusiness Process Operations TeamThe Business Process Operations team will be responsible for applying the resulting procedures derived fromimplementing this best practice. They include the following groups: Persons designated to perform business process-oriented monitoring and ensure that the process runs smoothly (for example, the Business Process Champion for each business process) All parties in your Solution Support Organization and IT department involved in monitoring focused on the application aspects (Application Support, Development Support, Job Scheduling Management)SAP Technology Operations Team All parties in your Solution Support Organization and IT department involved in monitoring focused on the system administration side (Program Scheduling Management, Software Monitoring Team, System Administration Team including the System Administrator)Business Process Champion The Business Process Champion is the person in the business department that is responsible for the successful execution of the business process. He or she coordinates all activities necessary for the business process. Therefore, he or she is usually responsible for the escalation paths in case of problems. Often, the Business process Champion is a second level in the escalation procedure, if the application monitoring team needs to escalate an issue.© 2010 SAP AG page 5/5
  6. 6. Best Practice for Solution OperationsManage Operations for classical spare parts managementMore information about roles and responsibilities of these teams can be found in the super-ordinate BestPractice General Business Process Management, which you can obtain through SAP Solution Manager orthe SAP Service Marketplace, quick link /BPM.Necessary or Useful Trainings SM300 Business Process Management and Monitoring E2E300 End-to-End Business Process Integration and Automation Management1.4 System RequirementsTo monitor business processes running in your SAP solution via SAP Solution Manager, the SAP BasisRelease of the systems to be monitored have to be at least 4.6C. To have all described monitoring objectsavailable in SAP Solution Manager, the add-on ST-A/PI01L has to be installed on the SAP ECC systems.1.5 Duration and TimingDurationCreating a Business Process Monitoring concept could take around one week per business process.Implementing the Business Process Monitoring concept might take approximately an additional week in total.TimingThe best time to apply this Best Practice is during the planning phase or during the implementation phase ofyour SAP solution.1.6 How to Use this Best PracticeHere, you find a brief description of how you should proceed in using this document: Read through the General Business Process Management Best Practice, available on the SAP Service Marketplace. This document explains the procedures you should use to create a general Business Process Management concept. This includes the definition and documentation of the core business processes, definition of monitoring objects, definition of monitoring activities including error handling procedures, monitoring tools and monitoring frequencies, the definition of communication and escalation procedures and the assignment of responsibilities. At the beginning of section 2, you will find a typical flow chart of the core business process explained in this Best Practice. It is intended to be used as a guideline for writing down your company specific process documentation. In section 1.7.4, you can find further information that is relevant for more than one scenario. If information from the generic part is relevant for a specific business process step in one of the scenarios, you will find a clear link to the corresponding section in the generic part.1.7 Best Practice Procedure1.7.1 Preliminary TasksBefore performing this Best Practice, ensure that you perform the following preliminary tasks or checks in thesystem: Complete all installation and post-installation actions and procedures including customizing Ensure that the initial data load has been executed successfully Apply all SAP recommendations from SAP Service Sessions and any SAP recommendations resulting from customer problem messages Implement all current SAP Support Packages upon availability1.7.2 Monitoring ConceptsThe monitoring procedures proposed for each business process step are the core of this Best Practice. Themonitoring procedures help you to ensure that the technical processes meet the requirements for stability,performance and completeness. These procedures cover monitoring for the five areas: Error monitoring Performance monitoring© 2010 SAP AG page 6/6
  7. 7. Best Practice for Solution OperationsManage Operations for classical spare parts management Throughput monitoring Backlog monitoring Data Consistency MonitoringFor each of the business process steps you will find the following information: A detailed functional description of the process step Identified monitoring requirements for the process step Defined monitoring objects, alerts and selection criteria Description of error handling procedures and restartabilityGeneral monitoring activities that are valid for all or most scenarios are described in the generic part insection 1.7.4. Recommendations for performance monitoring can also be found in this chapter. Theperformance of the most important steps of your core business processes should be monitored on a regularbasis. The monitoring procedure for performance monitoring of all steps that are executed in an SAP solutionused for Spare Parts Management is generally the same. Therefore, you will only find specific performancemonitoring recommendations for selected business process steps.1.7.3 Business Process Monitoring in SAP Solution ManagerBusiness Process Monitoring (BPMon), as part of Solution Monitoring means the proactive and process-oriented monitoring of the most important or critical business processes, including the observation of alltechnical and business application-specific functions that are required for a steady and stable flow of thebusiness processes.The core business processes that are implemented in an SAP system or other software and operated by acompany are of particular importance. Business Process Monitoring is intended to ensure a smooth andreliable operation of the business processes and, thereby, ensure that the core business processes meet acompany’s business requirements in terms of stability, performance, and completeness. SAP SolutionManager provides a graphical view to visualize a company’s (distributed) system and solution landscape andall related business processes. By using Business Process Monitoring, it is possible to define and customizealert situations from a basic set of configurable monitoring objects provided by the SAP Solution Manager.These resulting alerts are then visualized by green, yellow, and red alert icons for each individual businessprocess step in the graphical business process representation. The goal of Business Process Monitoring is todetect and respond to critical situations as early as possible in order to solve problems as quickly as possible.In addition, SAP Solution Manager offers extended functionality for error handling and problem resolution. Bydefining contact persons and escalation paths, Business Process Monitoring can be integrated into thecompany’s overall strategy for Business Process Management and Solution Management within theirSolution Support Organization.In general, Business Process Monitoring includes the solution-wide observation of: Business process performance (Key Performance Indicators) Background jobs (Job Scheduling Management tasks) Business application logs (such as any error log, general application log, due list logs, and so on) Data transfer via interfaces between software components Data consistency Technical infrastructure and components, which are required to run the business processes Required periodic monitoring tasksFor further details on Business Process Monitoring please refer to http://service.sap.com/bpm.© 2010 SAP AG page 7/7
  8. 8. Best Practice for Solution OperationsManage Operations for classical spare parts management1.7.4 Monitoring Types for Business Process Monitoring in SAP Solution ManagerMonitoring Types are part of the functional scope of Business Process Monitoring as it is available in the SAPSolution Manager. This section provides a short overview of available monitoring types for referencepurposes only. The available Monitoring Types are: Application Monitor (Throughput and Backlog Indicators, Data Consistency Checks, Mass Activity Monitors, Due List Log, MRP key figures, User Exit, Interface Monitoring) Background Jobs (Jobs running on SAP Systems with an SAP Basis) Dialog Performance (Dialog transaction performance) Update Errors (V1 and V2 update errors from SM13 for specific transactions and programs) Due List Log (messages for deliveries and billings) Application Log (messages from the Application Log SLG1) Document Volume (based on table call statistics in ST10) Other CCMS Monitor (all alerts that are configured in the CCMS Alert Monitor)The relevant Monitoring Types must be selected depends on what is executed during a specific businessprocess step. To receive detailed information on how to set up the Monitoring Objects in the SAP SolutionManager, refer to the documentation that is available under http://service.sap.com/bpm.One prerequisite for setting up Business Process and Interface Monitoring in SAP Solution Manager is that allbusiness processes and business process steps are maintained in the respective solution that contains allaffected system components. If you want to learn more about how to set this up, see (URLhttp://help.sap.com) SAP Solution Manager Basic Settings.1.7.4.1 Application MonitorThe Application Monitor is just one of many different Monitoring Types within the Business ProcessMonitoring. The latest Monitoring objects are only provided if the latest ST-A/PI plug-in is installed on thesatellite system. The Service Tool for ST-A/PI is available via the SAP Service Marketplace Quick Link/installations Entry by Application Group -> Plug-Ins SAP Solution Tools ST-A/PI. Please ensure that the ST-A/PI is installed on the SAP Solution Manager system and on the respective satellite. In case of problems, refer to SAP Note 915933. The Throughput and Backlog Indicator functions, available as of ST-A/PI 01J*, only work properly with ST-SER 700_2007_1. This is due to changes in the underlying architecture.More detailed information about the different Application Monitor functions and a detailed description on howto define self-written monitoring collectors for the user exit are explained in the documents ‘Setup Guide –Application Monitoring’ and ‘Setup Guide - User Exit’ respectively (URL http://www.service.sap.com/ AliasBPM Media Library).1.7.4.1.1 Throughput and Backlog Indicators (TBIs)As of ST-A/PI 01H, a completely new set of Application Monitors has been introduced. While the alreadyestablished monitors all evaluate specific logs or performance data, these new monitors consider(un)processed documents in the SAP system and provide Throughput and Backlog Indicators.These TBIs should especially provide: Automated and early detection of application error situations and backlogs in the core business processes Automated error and backlog analysis toolsFor ERP Logistics the following monitors are available:© 2010 SAP AG page 8/8
  9. 9. Best Practice for Solution OperationsManage Operations for classical spare parts management Sales and Services (for example, Sales Documents, Invoices) Warehouse Management (for example, Transfer Requirements, Transfer Orders) Inventory Management (for example, Goods Movements) Logistics Execution (for example, Deliveries, Shipments) Procurement (for example, Planned Orders, Purchase Requisitions, Purchase Orders) Manufacturing (for example, Planned Orders, Production or Process Orders, Autom. Goods Movements posted with error, Confirmation Pool errors) Plant Maintenance (for example, PM/CS Notifications, PM/CS Orders)For further information on the different TBIs refer to the document ‘Setup Guide - Application Monitoring’(URL http://www.service.sap.com/BPM Media Library).1.7.4.1.2 Data Consistency ChecksThe DCC collectors are a subset of the Application Monitors used to retrieve a stored comparison result fromdata comparison check reports for SAP systems.There are certain consistency check programs that are able to not only output their check result to a list orinto the spool, but can also permanently store a summary in database tables. Corresponding monitoringobjects can be configured to retrieve the number of found inconsistencies out of the stored summaryinformation and display that as alerts within the SAP Solution Manager Business Process Monitoring(Consistency Monitoring).For further information, see the document Setup Guide – Data Consistency Monitoring (URLhttp://www.service.sap.com/ Technical Information).1.7.4.2 Background JobThe background job monitoring should be part of a Job Scheduling Management concept (go tohttp://service.sap.com/solutionmanagerbp Topic Area “Business Process Operations” to find a BestPractice document ‘Job Scheduling Management’). Because of several restrictions regarding background jobscheduling, for example; time restrictions, restriction of hardware resources (CPU, main memory, …) orexisting dependencies between different activities (for example, invoices can only be created after thecorresponding goods issue is posted, or Back Order Processing and Material Requirements Planning shouldnot run at the same time), it is very important to ensure the stable running of background jobs. A canceledbackground job should be identified as soon as possible so that you can react as quickly as possible.Therefore, it is also necessary to define restart procedures and escalation paths.1.7.4.2.1 Monitoring Objects and AlertsBefore setting up monitoring, the monitoring objects must be clearly defined. A monitoring object is a singlebackground job or a group of background jobs. There are four different possibilities to identify a specialbackground job or a group of background jobs. This information needs to be maintained in the sub-node‘Background Job’ below a business process step.A more detailed description (than provided in this document) on the subject what kind of alerts make sense orwhat kind of alerts are possible are discussed in the Best Practice document “Background Job Monitoringwith SAP Solution Manager” which can be found on the SAP Marketplacehttp://service.sap.com/solutionmanagerbp Topic Area “Business Process Operation”.1.7.4.3 ABAP Dump CollectorProvides monitoring features to alert on occurrences of ABAP dumps of specified runtime errors or collectstatistical data of ABAP dumps for reporting reasons.© 2010 SAP AG page 9/9
  10. 10. Best Practice for Solution OperationsManage Operations for classical spare parts management1.7.4.3.1 Monitoring Objects and AlertsThe monitoring object is an ABAP runtime error. This runtime error can be specified via the runtime errorname, the user who is responsible for the runtime error, the Client on which the runtime error occurs or theProgram which leads to the runtime error.Possible Alerts types are the Number of ABAP Dumps (Delta) – all dumps since the last collector run – andNumber of ABAP Dumps (Reporting) – all runtime errors of specified type, client and program for this day orfor the previous day.1.7.4.4 Dialog PerformanceDialog Performance implies the monitoring of the dialog transaction performance of any transaction in theSAP System. This could be a standard transaction or a self-developed transaction.1.7.4.4.1 Monitoring Objects and AlertsThe monitoring object is the transaction itself. The Customizing has to be done in the node ‘DialogPerformance’. In the table ‘Transactions’, all transactions are already configured to that business processsteps are listed. The relevant transactions need to be selected for monitoring. It is also possible to add or toremove transactions within table ‘Add/Remove Transactions’. The monitoring can be performed per SAPinstance. Therefore, the respective instances have to be selected in the table ‘SAP Instances’. All instancesthat are maintained for a system are listed there. The table ‘Alert Types’ shows the dialog response time andall parts of the response time, like queue time, load and generation time, database request time and the front-end response time, that can be monitored. The times that are relevant for monitoring have to be selected.After saving this node a sub-node, ‘Performance Alerts’ will appear where the threshold values have to beentered.Monitoring Objects – Dialog PerformanceEach table in the sub-node ‘Performance Alerts’ corresponds to an alert type chosen in the higher-level node,and lists the combinations of specified transaction code and SAP instance.For each combination of transaction code and instance that should be included in the monitoring, thethreshold values resulting in alert messages for changes from GREEN to YELLOW, from YELLOW to RED,back from RED to YELLOW, and back from YELLOW to GREEN have to be specified.Since the Monitoring Object for Performance Monitoring is created on the satellite system, it is possible thatthe object already exists there. Therefore, you can load the current threshold values from the respectivesystems via the button "Load thresholds from XYZ", whereas “XYZ” represents the SID.© 2010 SAP AG page 10/10
  11. 11. Best Practice for Solution OperationsManage Operations for classical spare parts managementIf successfully retrieved for an SAP instance, the values are filled in columns. If no active settings for thethreshold values were found for a certain transaction code, default values are set (indicated in column"Default"). To transfer the threshold values for a single line from right to left, the copy icon can be used. Totransfer all at once (all thresholds for all columns and tables) there is an additional button "Copy all".Monitoring Alerts - Dialog Performance1.7.4.5 Update ErrorsChanges to the data in an SAP system caused by a business process should be written to the database in fullor not at all. If the operation is canceled while the transaction is being executed, or if an error occurs, thetransaction should not make any changes to the database. These activities are handled by the SAP updatesystem.The SAP System makes a distinction between primary, time-critical (V1) and secondary, non-time-critical (V2)update errors. This distinction allows the system to process critical database changes before less criticalchanges.V1 modules describe critical or primary changes; these affect objects that have a controlling function in theSAP System, for example order creation or changes to material stock.V2 modules describe less critical secondary changes. These are pure statistical updates, for example, resultcalculations.1.7.4.5.1 Monitoring Objects and AlertsMonitoring of Update Errors can be configured for online transactions and/or ABAP programs relevant in abusiness process. This is the object type. The name of the object is the name of a transaction or the name ofthe ABAP program itself. If desired, a user executing the transaction or the ABAP program can be specified.If no user is specified explicitly, all users (represented by *) will be considered in monitoring data evaluation.© 2010 SAP AG page 11/11
  12. 12. Best Practice for Solution OperationsManage Operations for classical spare parts managementMonitoring Objects - Update ErrorsSince update errors are usually very critical, the default configuration is to raise a yellow alert as soon as oneupdate error occurs. This is valid for V1 and for V2 update errors. To raise a red alert for a V1 or a V2 updateerror a threshold must be specified.1.7.4.6 Due List LogA due list is a list that contains several entries (documents) depending on selection criteria. There aredifferent types of due lists in an SAP system of which the following three are most important: delivery (L),billing (F) and picking (K). The delivery due list can be directly accessed via transaction V_SA, and the billingdue list via transaction V.21. In the case of a billing due list, the list contains, for example, a number of salesdocuments that need to be billed. If the billing due list was processed previously and it is important to knowwhich billing documents were created from this billing due list, it can be displayed in the due list log for thisbilling run.1.7.4.6.1 Monitoring Objects and AlertsThe monitoring object is the respective due list type. That can be ‘Delivery’, ‘Billing’ or ‘Picking’. If a certainuser is processing the due list, the name of the user can be specified here. If it is user-independent, a wildcard ‘*’ can be used. The aggregation level needs to be defined. This could be ‘per day’, ‘per hour’ or ‘perlog’.For the monitoring of due list log messages, four different alert types can be used: 1. ‘DocumentCreation’ refers to the status of the document creation itself. The alert rating (YELLOW or RED) will be raised if no documents were created during a Due List run. 2. ‘MinQuantityDocs’ refers to a minimum number of documents that should be created during a Due List run. The threshold values for the number of documents that result in a change from GREEN to YELLOW (or back) and from YELLOW to RED (or back) must be maintained. 3. ‘TotalQuantityMsgs’refers to the total number of message created during a Due List run. 4. The threshold values for the number of messages that result in a change from GREEN to YELLOW (or back) and from YELLOW to RED (or back) must be maintained.© 2010 SAP AG page 12/12
  13. 13. Best Practice for Solution OperationsManage Operations for classical spare parts management 5. ‘DLLogMsgs’ refers to specific due list log messages. The message type, the message ID and the number can be specified. It is also possible to use wild cards. The threshold values for the number of messages that result in a change from GREEN to YELLOW (or back) and from YELLOW to RED (or back) must be maintained.1.7.4.7 Application LogThe Application Log provides an infrastructure for collecting messages, saving them in the database, anddisplaying them as a log. Situations can arise at runtime in application programs that must be brought to theattention of the user in some way. These are usually errors. It can also be useful to report a successfulcompletion. The information that arises is called a message. The set of messages is a log. A log usually alsohas header information (log type, creator, creation time, and so on). A transaction can generate several logs.The Application Log is not written consecutively but as a whole at one point in time.1.7.4.7.1 Monitoring Objects and AlertsThe Application Log allows an application- or object-oriented recording of events. An object and any sub-object that belongs to it classify each event. The analysis of the logs is similarly object (or sub-object)oriented. The name of an object (and/or subobject) can be found in transaction /nSLG1 together with all otherspecific information to that log.Monitoring Objects and Alerts - Application LogIt is possible to monitor for the total number of messages belonging to an object. Therefore, the number ofmessages that raises a YELLOW alert and the number of messages changing from a YELLOW to a REDalert must be maintained.It is also possible to monitor specific messages that are considered as critical in table CriticalMsgs. To© 2010 SAP AG page 13/13
  14. 14. Best Practice for Solution OperationsManage Operations for classical spare parts managementconfigure the monitoring of critical application log messages, the relevant object-sub object combinationsneed to be selected. For each of these combinations, the message type, the message ID, and the messagenumber, as well as the threshold values for the number of critical messages that are supposed to result inchanges from GREEN to YELLOW and from YELLOW to RED, can be specified. It is also possible to usewild cards.Monitoring Alerts - Application Log / Critical Messages1.7.4.8 Other CCMS MonitorsWith other CCMS Monitors, it is possible to assign any CCMS monitoring tree element (MTE) to a businessprocess step. Therefore, it is necessary to call transaction RZ20 in the Satellite System and to open a monitorthat contains the required alert(s).The name of the monitoring tree element (MTE) can be found by choosing F1. The MTE name needs to becopied into the corresponding column of the table below (See screenshot “Other CCMS Monitors” below).Under column Monitor Name it is possible to assign an individual name. The MTE used for monitoring should be an MTE on the lowest leaf level, that is, on attribute level. If an MTE of a higher branch-level (collective MTE) is chosen then the current and open view in the graphics will show the right alerts but it isn’t possible to process these alerts within the Business Process Monitoring session as the alerts are not replicated there.To load the threshold values that are currently valid in the corresponding system, the button can be used.If successfully retrieved, the values are filled in the right-hand columns. If no active settings for the thresholdvalues were found these columns remain empty.To transfer the threshold values for a single line from right to left, double-click the copy icon.© 2010 SAP AG page 14/14
  15. 15. Best Practice for Solution OperationsManage Operations for classical spare parts managementOther CCMS Monitors Unlike all other Monitoring Types, the Other CCMS Monitoring provides the opportunity to assign MTEs from systems other than the one that the actual business process step is assigned to.For example, you could be interested in monitoring the availability from a Portal system that possesses noCCMS but is included as one business process step in your business process. Now, you could use one MTEin the CCMS of the SAP Solution Manager to monitor the heartbeat of the Portal. You could then assign thecorresponding alert via Other CCMS Monitoring to business process step running on the Portal system.1.7.4.9 Analysis and Monitoring ToolsIt is possible to specify analysis transactions or URL addresses (including file directories) per monitoringobject. In the case of analysis transactions, these should be used to analyze errors or problems either locallyin the SAP Solution Manager system itself (Call Option “1”) or directly in the respective satellite systems (CallOption “2”). By default, some standard transactions are maintained, for example, transaction SM37, whichprovides a job overview in an SAP System, is maintained for Background Jobs or transaction SLG1 to have alook into the application log.It is also possible to add new transactions; these could be standard transactions or customer self-writtentransactions.© 2010 SAP AG page 15/15
  16. 16. Best Practice for Solution OperationsManage Operations for classical spare parts managementAnalysis & Monitoring TransactionsOn the second tab strip, it is possible to specify a URL which should be called to further analyze the givenproblem. This is especially interesting if you have some knowledge documents linked to a portal. You define aShort text and the URL to be called. For web pages to be called, specify the full URL, for example, http://help.sap.com. For content available on file servers specify the full file path, using the nomenclature: file://<server>..., for example, file://server1operations_documentsoperations-handbook.txtAnalysis & Monitoring URLThe specified transactions or URLs will be available in the form of buttons within a business process stepwhen using the monitoring later on inside the Business Process Monitoring Session. By pressing thesebuttons (for example, ), the user will jump directly into the correspondingtransaction either in the SAP Solution Manager system (here: SAT) or the connected satellite system (here:CT1) for further analysis. For URLs the push-button (for example, ) contains theShort text (limited to 20 characters) from the Set-up session and leads the user to the defined URL in a newlyopened browser window.1.7.4.10 Monitoring ActivitiesMonitoring activities should be set up for every Monitoring Object within a business process step. Allmonitoring objects defined within a business process step are listed here. To ensure effective monitoring andefficient problem resolution the responsibilities should be assigned and problem resolution procedures shouldbe defined as described in the following table. Some information is taken from the previous node ‘SolutionSupport Organization’. Monitoring Team Defines the team that is responsible for monitoring the relevant Monitoring Object. Use value help [F4]. Person Resp. Defines the Person who is responsible for monitoring the Monitoring Object. Use value help [F4]. Frequency Describes how often the responsible person should process the required monitoring activity. Start Time Describes at which time the responsible person should process the required monitoring activity. Problem Indicator A description about what indicates a problem. Error Handling Describes how to react on problems or errors, that is, how to solve the problem/correct the error.© 2010 SAP AG page 16/16
  17. 17. Best Practice for Solution OperationsManage Operations for classical spare parts management Escalation Path Describes the escalation path in case that the person responsible could not solve the problem. Persons who can be contacted should be maintained here.Additional information related to this business process step can be entered in the tables ‘MonitoringActivities’, ‘Error Handling’, ‘Restart of Step’ and ‘Escalation Path’. This information would be valid for thewhole business process step and helps users who have to carry out the monitoring and who are not sofamiliar with that particular business process.1.7.4.11 NotificationsNotifications can be set up for the whole business process or for each business process step individually.There are two types of notifications: workflow notifications and Support notifications. Workflow notificationsallow sending messages in case of alerts to a specified recipient. This could be an e-mail or SAPOffice mail.Support notifications allow the setting up of a service desk message in case of an alert. The informationentered for the service desk message serves as a template. The service desk message can be createdmanually or automatically.On business process level, it is possible to define notifications for the whole business process, that is, assoon as the business process gets an alert status, notifications will be triggered. Alternative notifications canbe defined for every Monitoring Type individually, for example, all alerts related to all background jobs of thebusiness process are forwarded to a defined e-mail address.Notifications defined on business process step level will overrule the configuration made on the businessprocess level for this particular step.1.7.4.11.1 Workflow Notification Sender Must be a user within in the monitoring client of SAP Solution Manager. This user can be even a system user without any roles or profiles, but the user must have a valid e-mail address that is known by the used mail-server Recipient Depending on the Recipient Type, the recipient name is required. This could Address be any e-mail address, an SAP user name in the same system, a Remote SAP name or a shared distribution list. In case of an SMS you need to enter “SMS:<cell phone or pager number>” Reci. Type There are currently 5 different Recipient Types: U (e-mail), K (for SMS and Pager), B (SAP user name), R (Remote SAP name) and C (shared distribution list). No. of Yellow Number of YELLOW alerts that may occur before an automatic notification is Alerts triggered No. of Red Alerts Number of RED alerts that may occur before an automatic notification is triggered Max Wait Time Once the maximum wait time [hours] has elapsed, a notification is created, [h] even if the thresholds are not exceeded RED Only To restrict this mechanism only to red alerts the flag in column RED Only must be set. Detailed Triggers a long text for e-mails or SAPOffice mails, for example, name of the solution, name of the business process step, …)© 2010 SAP AG page 17/17
  18. 18. Best Practice for Solution Operations Manage Operations for classical spare parts management1.7.4.11.2 Support Notifications Priority Defines the priority of the Support Notification. Queue Defines the support component on which the message is put. This component must exist within the service desk. Processor Defines a default processor who should process the message. The processor must be known within the service desk and must be an SAP user name that is defined as a Business Partner with role “Employee”. Text Template Text templates can be defined that will then be available for service desk messages manually created for alerts. Automatic Support Notifications will be created automatically depending on the alert thresholds. Reporter Necessary when service desk messages are created automatically. Must be a SAP user name which is defined as a Business Partner with role “General”. Num. of YELLOW Necessary when service desk messages are created automatically, for Alerts example, after 10 yellow alerts a service desk message should be created. Num. of RED Necessary when service desk messages are created automatically, for Alerts example, after 5 red alerts a service desk message should be created. If, in addition to queue, processor, priority and reporter, either one of the columns “Num of YELLOW Alerts” or “Num of RED Alerts” is filled with a value, the automatic Support Notification creation is configured. If both columns are filled with a value, the automatic Support Notification creation works with a logical OR operation. Hence, with the figures in the table above the system would create a Support Notification if there are either more than 9 yellow alerts OR more than 4 red alerts for which no Support Notification has been created yet. 1.7.5 Business Process Monitoring Process For a successful and efficient implementation of a Business Process Monitoring concept, a process for the execution of the monitoring concept has to be defined. This includes the definition and assignment of the roles and responsibilities involved. It has to be defined who is supposed to carry out which activity within the process and how communication between the different roles within the support organization is supposed to take place. A Business Process Monitoring concept has to be closely integrated with the support organization. This includes the integration with the Incident/Problem Management process and the Change Management process. These processes have to be adjusted to the Business Process Monitoring concept so that communication and escalation procedures are adequate to support the Business Process Monitoring concept including the final communication of open alerts to SAP. Wherever communication connected with Business Process Monitoring happens outside these support processes, separate communication and escalation paths and procedures have to be defined. See the separate Best Practice for General Business Process Management for further details. © 2010 SAP AG page 18/18
  19. 19. Best Practice for Solution OperationsManage Operations for classical spare parts management2 Business Process Monitoring for Service Parts Order Management with SAP ERPThis section will show you, based on a typical example process, what business process monitoring forService Parts Order Management with SAP ERP should look like. It will give you an idea of how to identify abusiness process step you could keep an eye on and make you familiar with how to choose the mostpromising monitoring possibilities from the available ones.2.1 Sample ScenarioVehicle OEM is a car producer. Its main business is selling and producing cars, but a big part of the revenueis constituted by selling service parts for broken cars from several distribution centers worldwide.Material stocks are kept in inventory management in the ERP system and in warehouse managementsystems for the different distribution centers where the physical movements are managed.To be able to do this, they use the following core business processes. Sales Order Management.The following section takes you through this core business process step-by-step, explaining where and howyou can identify focus points for Business Process Monitoring. For each business process step, the mosteffective way for Business Process Monitoring in the context of the example is highlighted.2.2 Business Process Sales Order ManagementDuring the business process Sales Order Management, Spare Parts are ordered by car dealers ormaintenance shops from the OEM. During the complete process, and especially during order taking, youhave to distinguish two cases: standard stock replenishment orders by the dealer and urgent orders, knownas Vehicle-Off-Road or VOR orders.The sales order is typically created in a dealer management system and replicated to the OEM’s ERPsystem. During order creation, or in a separate step, the ordered parts may be replaced by other parts basedon availability or further criteria. Either the standard functionalities of SD may be used, or more complexsupersessions chains may be modeled by IS-automotive specific functionality. Once the final part has beendetermined, the delivery can be created. In addition to this step, pro-forma invoices may often be printed.After the shipping activities have been performed in the warehouse, the goods leave the plant physically andan invoice is sent to the dealer.© 2010 SAP AG page 19/19
  20. 20. Best Practice for Solution OperationsManage Operations for classical spare parts management Sales Order Management for Spare Parts DMS R/3 (1) Create Urgent Order (3) Create Sales Order (2) Create Stock Order (4) Create Delivery (VL10A) (5) Create Proforma Invoice (6) Perform Shopfloor (Outbound) (7) Compare Proforma Invoice (and reprint if needed) (8) Perform Billing (9) Send Invoice to Dealer confidential2.2.1 Business Process Step 1: Create Urgent Order2.2.1.1 DescriptionGeneral Information:A sales order is a contractual agreement between a sales organization and a sold-to party about deliveringproducts or providing a service for defined prices, quantities, and times. Different order types may be usedduring a process.Sample Scenario-Specific Information:The sales orders are coming in via a dealer portal and are fed automatically via BAPI or IDoc into the ERPsystem. In the context of sales of spare parts, urgent orders are called Vehicle-Off-Road or VOR orders.2.2.1.2 Monitoring Requirements:Error Monitoring:It is important to monitor the availability and correct execution of the interface between the dealer and theERP system. If the connection is not working or orders are rejected in the system, dealer and end customersatisfaction may decrease as a car may not be fixed quickly.Performance Monitoring:It is vital to ensure dealer and end user satisfaction for the performance of the interface.© 2010 SAP AG page 20/20
  21. 21. Best Practice for Solution OperationsManage Operations for classical spare parts management2.2.1.3 Monitoring Objects in SAP Solution Manager Monitoring Selection Alert Analysis Tool on Monitoring Object Criteria Satellite System Frequency / Data CollectionEvaluate RFC RFC Destination Availability of RFC SM59 Every 5 minutesConnections connection(BORFCCON)IDoc Monitoring Message Type, Delta Number WE05 Every 15 minutes(IMIDOC01) Basic Type, Partner Monitor Number, IDocs in Status “51”2.2.1.4 Monitoring without SAP Solution ManagerIf IDoc transfer is used, you should utilize transactions BD87 and WE05 to check for erroneous messages atleast once per hour.2.2.1.5 How to Find Meaningful Thresholds for Each Monitoring ObjectAgree with the dealers on acceptable down-times of the system and set the threshold accordingly.2.2.2 Business Process Step 2: Create Stock Order2.2.2.1 DescriptionGeneral Information:A sales order is a contractual agreement between a sales organization and a sold-to party about deliveringproducts or providing a service for defined prices, quantities, and times. Different order types may be usedduring a process.Sample Scenario specific Information:The sales orders are coming in via a dealer portal and are fed automatically via a BAPI or IDoc into the ERPsystem. File-transfer followed by Batch-Input-Processing is sometimes used to process stock orders.2.2.2.2 Monitoring Requirements:Error Monitoring:It is important to monitor the availability and correct execution of the interface between the dealer and theERP system. If the connection is not working or orders are rejected in the system, dealer and end customersatisfaction may decrease as a car may not be fixed quickly.Performance Monitoring:It is vital to ensure dealer and end user satisfaction for the performance of the interface.2.2.2.3 Monitoring Objects in SAP Solution Manager Monitoring Selection Alert Analysis Tool on Monitoring Object Criteria Satellite System Frequency / Data CollectionEvaluate RFC RFC Destination Availability of RFC SM59 Every hourConnections connection(BORFCCON)© 2010 SAP AG page 21/21
  22. 22. Best Practice for Solution OperationsManage Operations for classical spare parts managementIDoc Monitoring Message Type, Delta Number WE05 Every 15 minutes(IMIDOC01) Basic Type, Partner Monitor Number, IDocs in Status “51”BatchInput- Session Name, Errors per session, SM35 Every hour to onceMonitoring Created By Job Cancellation, a day(IMBTCINP) Sessions in specified status(es)2.2.2.4 Monitoring without SAP Solution ManagerIf IDoc-transfer is used, you should use transactions BD87 and WE05 to check for erroneous messages atleast once per hour.If data is processed via BatchInput, you should check transaction SM35 for errors at least once per day.2.2.2.5 How to Find Meaningful Thresholds for Each Monitoring ObjectAgree with the dealers on acceptable down-times of the system and set the threshold accordingly.2.2.3 Business Process Step 3: Create Sales Order2.2.3.1 DescriptionGeneral Information:A sales order is a contractual agreement between a sales organization and a sold-to party about deliveringproducts or providing a service for defined prices, quantities and times. Different order types may be usedduring a process.Sample Scenario-Specific Information:The sales orders are coming in via a dealer portal and are fed automatically via a BAPI or an IDoc into theERP system.During spare parts management, it is common that a service part is ordered by a dealer but that another parthas to be shipped. The most common reasons are that a newer, compatible part exists that supersedes theordered part or that an older, compatible model exists that has to be sold first to deplete the current stock.This supersession can be based on complex rules, which may affect performance and backlog if rules are notmanaged properly.2.2.3.2 Monitoring Requirements:Error Monitoring:Error monitoring is mainly handled during interface processing as discussed during the preceding stepsCreate Urgent Order and Create Stock Order. No separate monitoring is necessary at this step.Performance Monitoring:It is vital to ensure dealer and end user satisfaction for the performance of the interface.Throughput Monitoring:For the success of the business process execution the throughput of sales orders (for specific sales areas) iscritical. It has to be ensured that enough sales orders are created each day to generate enough revenue.Sample Scenario-Specific:In addition, you have to distinguish between standard orders and VORs. VORs are usually more importantregarding customer satisfaction but standard orders generate more revenueBacklog Monitoring:The sales orders have to be processed in a timely mannerSample Scenario specific:© 2010 SAP AG page 22/22
  23. 23. Best Practice for Solution OperationsManage Operations for classical spare parts managementIn addition, you have to distinguish between standard orders and VORs. VORs usually have much faster,agreed delivery cycles and a backlog is therefore more critical than in standard cases.2.2.3.3 Monitoring Objects in SAP Solution Manager Monitoring Selection Alert Analysis Tool on Monitoring Object Criteria Satellite System Frequency / Data CollectionPerformance: Function Module, Response Time STAD every 15 minutesBOPERFMO UserThroughput: Sales Order type for Stock Sales Documents VA03 Once per dayDocuments Orders Created(KPSD001)Throughput: Sales Order type for Sales Documents VA03 Once per day orDocuments Urgent Orders Created t twice per day: total(KPSD001) and after cut-off timeBacklog: Sales Sales Area, Order Orders (GI date in VA03 Once per dayDocuments Types past but not(KPSD001) delivered)Backlog: Sales Sales Area, Order Orders with delivery VA03, VA05 Once per dayDocuments Types block via index(KPSD001) table, Orders with credit block via index table, Incomplete Sales DocumentsBackground Job Job Name, Start Start Delay, SM37 Every 5 minutesMonitoring Time Maximum Duration, during job execution Job Cancellation if interface data is processed in backgroundData Consistency: Variant Age of last Report SDRQCR21 Once per daySD-Requirements consistency check(DCSDRQCR21) result, % of items with errors/ checked itemsErrors: Update Object Type, Object No. of Errs for Red SM13 N.A.Errors Name (Upd1)2.2.3.4 Further Monitoring ObjectsCheck in transaction ST22 whether short dumps occurred.2.2.3.5 Monitoring without SAP Solution ManagerCheck the number of orders in backlog daily using the following transactions: Incomplete Sales Orders using transaction V.02 Backorders using transaction V.15 Open Sales Orders using transaction VA05In addition, the job log of the scheduled SDRQCR21 executions needs to be checked using transactionSM37.© 2010 SAP AG page 23/23
  24. 24. Best Practice for Solution OperationsManage Operations for classical spare parts managementCheck every hour whether update errors occurred.2.2.3.6 How to Find Meaningful Thresholds for Each Monitoring ObjectThe thresholds for throughput depend on your typical business volume. As a starting point, you shouldmeasure the actual number of documents created per day in your system differentiated by VOR and otherorders and add/subtract 20% to obtain a starting point for yellow and 30% to obtain a starting point for redalerts.2.2.3.7 Scheduling of Background JobsJob Scheduling Requirements Recommended or ABAP Variant Sche- Predece- Successor Scheduling Error Hand-Generated Job Name Report duling ssor Job Job Restriction ling in Case of CancellationS_<SYSIDClient>_ SDRQCR21 Daily in Job should Restart job<COUNTRY>_ test be executedSales_SDRQCR21_ mode during a time<PLANT>_D where no requirements are generated2.2.4 Business Process Step 4: Create Delivery2.2.4.1 DescriptionGeneral Information:An outbound delivery is created with reference to a sales order to start all activities needed to send therequested goods to the customer.Sample Scenario specific Information:You should separate the delivery creation for VOR orders from the standard orders so that delivery of VORorders is not blocked or delayed by the processing of less important orders. To do this, you have to customizeVOR orders as immediate delivery or schedule a separate batch job to process these orders before the batchjob for delivery creation is started.2.2.4.2 Monitoring Requirements:Error Monitoring:It is important that the jobs creating the delivery are finished in time and do not cancel. Furthermore, noexceptions should be issued during the processing, which indicate that a sales order could not be delivered.Performance Monitoring:Performance problems can lead to a delayed creation of deliveries. Missing or delayed data could causeover-stock situations and bad customer satisfaction.Throughput Monitoring:For the success of the business process execution the throughput of deliveries is critical. It has to be ensuredthat enough deliveries are created each day to prevent overstock and backlog situations.Backlog Monitoring:The deliveries have to be processed in a timely manner. Especially the shop floor performance is critical.© 2010 SAP AG page 24/24
  25. 25. Best Practice for Solution OperationsManage Operations for classical spare parts management2.2.4.3 Monitoring Objects in SAP Solution Manager Monitoring Selection Alert Analysis Tool on Monitoring Object Criteria Satellite System Frequency / Data CollectionBackground Jobs Job Name, Start Start Delay, SM37 every 5 minutesfor delivery creation Time Maximum Duration, during every job Cancellation executionThroughput: Shipping Point, Outbound Deliveries VL03 DailyDeliveries Delivery Type, Data (created)(KPLE0001) from prev. day, Created byBacklog: Deliveries Shipping Point, Outbound Deliveries VL03 Daily(KPLE0001) Delivery Type, Data (Overdue) from prev. day, Created byErrors: Due List Log Due List Type = No documents V_SA Daily Delivery, User, created, No. of specific messagesErrors: Update Object Type, Object No. of Errs for Red SM13 N.A.Errors Name (Upd1)Performance Transactions used Response Time STAD Daily for manual delivery creation like VL01N2.2.4.4 Further Monitoring ObjectsCheck every hour in transaction ST22 whether short dumps occurred for the delivery process.2.2.4.5 Monitoring without SAP Solution ManagerYou should check the log files of the delivery creation every day to see whether any errors occurred usingtransactions SM37 and V_SA. The collective run type to be used in transaction V_SA is “L”.Check the run time of the jobs for delivery creation manually in transaction SM37 and compare it with yourtime window at least once per day.Use transactions ST04 and STAD to check the response times of important manual transactions.Check every hour in transaction SM13 whether update errors occurred.Check every hour whether short dumps related to the delivery process have occurred using transactionST22-2.2.5 Business Process Step 5: Create Pro-forma Invoice2.2.5.1 DescriptionGeneral Information:A pro-forma invoice is a dummy billing document created prior to the real invoice. The pro forma invoice canbe used, for example, for invoice simulation or export papers. It is not unusual to send a pro-forma invoicewith the delivery especially in case of cross-border deliveries or intercompany processes where a subsidiaryis stocked.© 2010 SAP AG page 25/25
  26. 26. Best Practice for Solution OperationsManage Operations for classical spare parts managementSample Scenario-Specific Information:Spare-parts business usually very time critical. To have these papers ready as early as possible, a pro-formainvoice can already be created while the shop floor activities are executed. As the final delivery may deviatefrom the expected outcome for example due to stock shortages a verification is needed after shop floorcontrol.2.2.5.2 Monitoring Requirements:Error Monitoring:It is vital that all messages are processed successfully as otherwise the papers are not ready after loading thetruck thus delaying the physical goods issue and transport.2.2.5.3 Monitoring Objects in SAP Solution Manager Monitoring Selection Alert Analysis Tool on Monitoring Object Criteria Satellite System Frequency / Data CollectionBacklog: Messages Application, Not processed every 5 minutes(Output message type, messagesDetermination) transm. Medium,(KWMSG001) dispatch time, partner function, message partner, output device, print immediately, user name, older than x daysErrors: Messages Application, Incorrectly Report RSNAST0F every 5 minutes(Output message type, processedDetermination) transm. Medium, messages(KWMSG001) dispatch time, partner function, message partner, output device, print immediately, user name, older than x days2.2.5.4 Monitoring without SAP Solution ManagerExecute report RSNAST0F to check for incorrectly processed messages every hour.2.2.6 Business Process Step 6: Perform Shop Floor (Outbound)2.2.6.1 DescriptionGeneral Information:Behind step 6 “Perform Shop Floor (Outbound)”, a complete process is hidden that starts with the creation oftransfer orders and picking lists and ends with the posting of the goods issue. Very often, this sub-process isexecuted in a separate warehouse management system due to the high volume encountered in spare partsmanagement.2.2.6.2 Monitoring Requirements:Error Monitoring:When the shop floor activities are executed in an external system, the deliveries have to be replicated fromthe ERP system to the WMS system. You have to ensure that all interface documents are processedsuccessfully.© 2010 SAP AG page 26/26
  27. 27. Best Practice for Solution OperationsManage Operations for classical spare parts managementPerformance Monitoring:It is vital to ensure quick response during the shop floor processing, especially in high volume businesses likea spare parts management.Throughput Monitoring:You have to ensure that enough transfer orders are created and confirmed each day. Creation andconfirmation of less transfer orders than expected could indicate that users are not using the system in theintended way, for example, by picking stock physically without performing the appropriate actions in thesystem like confirmation of the transfer order. This could lead to understock situations and incorrect ATPinformation in the system.Backlog Monitoring:Unconfirmed transfer orders should be detected as early as possible, because these indicate either a stockshortage situation as they could not been picked, or a bypass of the system as the goods may have beenpicked but not confirmed in the system. This would lead to inconsistencies.Data Consistency Requirements:Especially if a decentralized warehouse management system is used the consistency between the stockinformation in the warehouse and the stock information in inventory management in ERP has to be checked.Inconsistencies indicate a discrepancy between the real world and the information in the ERP system usedfor example during ATP checks and MRP runs. This could lead to understock or overstock situations anddelays in the delivery process.2.2.6.3 Monitoring Objects in SAP Solution Manager Monitoring Selection Alert Analysis Tool on Monitoring Object Criteria Satellite System Frequency / Data CollectionData Consistency: Variant Existence of a SM37, LX23 WeeklyWM-IM Stock difference, Age ofcomparison last consistency(DCWMLX23) check resultThroughput: Warehouse number, Outbound TO Items LT21, LL01 DailyTransfer Orders Source storage (created), Outbound(KPWM002) type, destination TO Items storage type, data (confirmed) from previous dayThroughput: Warehouse number, TR Items (created) DailyTransfer Source storageRequirements type, destination(KPWM005) storage type, data from previous dayBacklog: Transfer Warehouse number, Outbound TO Items LT21, LL01 DailyOrders (KPWM002) Source storage (open) type, destination storage type, older than x daysBacklog: Transfer Warehouse number, TR Items (open) LL01 DailyRequirements Source storage(KPWM005) type, destination storage type, older than x days© 2010 SAP AG page 27/27
  28. 28. Best Practice for Solution OperationsManage Operations for classical spare parts managementErrors: Transfer Warehouse number, Outbound TO Items LT21 DailyOrders (KPWM002) Source storage (confirmed with diff.) type, destination storage type, data from previous dayErrors: Warehouse Warehouse number Negative Stocks, LL01 DailyActivity Monitor Stock in Interim(KPWM001) Storage Types2.2.6.4 Monitoring without SAP Solution ManagerUse the warehouse monitor (transaction LL01) to check for open transfer requirements, unconfirmed transferorders, negative stocks, and stock in interim storage types once per day.2.2.6.5 Scheduling of Background JobsJob Scheduling Requirements Recommended or ABAP Variant Sche- Predece- Successor Scheduling Error Hand- Generated Job Report duling ssor Job Job Restriction ling in Case Name of CancellationS_<SIDCLNT>_ RLABGL00 Every Should be<COUNTRY>_ two performedSALES_RLABGL00 weeks when no_<PLANT>_M to once documents per are month transferred between WMS and ERP system2.2.7 Business Process Step 7: Create Pro-forma Invoice (and reprint if necessary)2.2.7.1 DescriptionGeneral Information:A pro-forma invoice is a dummy billing document created prior to the real invoice. The pro forma invoice canbe used, for example, for invoice simulation or export papers. It is not unusual to send a pro-forma invoicewith the delivery, especially in case of cross-border deliveries or intercompany processes where a subsidiaryis stocked.Sample Scenario-Specific Information:Spare-parts business is in general very time critical. To have these papers ready as early as possible, a pro-forma invoice has already been created before the shop floor activities were executed. As the final deliverymay deviate from the expected outcome for example due to stock shortages a verification is needed aftershop floor control. During this step, the actual pick quantities are compared to the delivery quantity and asecond pro-forma invoice is created if deviations occurred.2.2.7.2 Monitoring Requirements:Error Monitoring:As the timing is very critical, and the printing is done at a late process stage during this step, errors in theprinting process may delay the delivery. Therefore, it is vital to detect any errors as quickly as possible.Besides technical monitoring, user reactions are very quick at this stage.© 2010 SAP AG page 28/28
  29. 29. Best Practice for Solution OperationsManage Operations for classical spare parts managementPerformance Monitoring:It is vital to ensure the performance for reprinting the pro-forma invoice as at this stage the truck driver mayalready be to leave the plant and the delivery especially in case of service parts for commercial vehicles.2.2.7.3 Monitoring Objects in SAP Solution Manager Monitoring Selection Alert Analysis Tool on Monitoring Object Criteria Satellite System Frequency / Data CollectionBacklog: Messages Application, Not processed every 5 minutes(Output message type, messagesDetermination) transm. Medium,(KWMSG001) dispatch time, partner function, message partner, output device, print immediately, user name, older than x daysErrors: Messages Application, Incorrectly Report RSNAST0F every 5 minutes(Output message type, processedDetermination) transm. Medium, messages(KWMSG001) dispatch time, partner function, message partner, output device, print immediately, user name, older than x days2.2.7.4 Monitoring without SAP Solution ManagerExecute report RSNAST0F to check for incorrectly processed messages every hour.2.2.8 Business Process Step 8: Perform Billing2.2.8.1 DescriptionGeneral Information:An invoice is a document that states the customer’s obligation. It is usually created after goods receipt andincludes information like the amount and taxes to be paid.2.2.8.2 Monitoring Requirements:Error Monitoring:Invoices not created or transferred to FI will result in a delay of the customer payment potentially causing lossof money and affecting the cash flow. Therefore, it is important to monitor the scheduled jobs for cancellationand for any update errors or shortdumps during the invoice creation.Performance Monitoring:It is vital to ensure customer and end user satisfaction for the performance for transaction VF01.Throughput Monitoring:For the success of the business process execution, the throughput of invoices is critical. It has to be ensuredthat enough invoices are created each day to generate enough revenue. If an invoice is delayed, thecustomer will have to pay later resulting in financial losses and delayed cash flow.© 2010 SAP AG page 29/29
  30. 30. Best Practice for Solution OperationsManage Operations for classical spare parts managementBacklog Monitoring:Invoices have to be transferred to Financial Accounting for the necessary follow-up procedures like receivingthe incoming payment, and starting dunning procedures if the incoming payment is overdue.Data Consistency Requirements:You should ensure the consistency between SD and FI. Inconsistencies between SD and FI could indicatemissing open items or duplicate billing to the customer if you use one step posting.2.2.8.3 Monitoring Objects in SAP Solution Manager Monitoring Selection Alert Analysis Tool on Monitoring Object Criteria Satellite System Frequency / Data CollectionBackground Job Job Name, Start Start Delay, SM37 every 5 minutes Time Maximum Duration during every job Cancellation executionBacklog: SD Billing Type, Billing SD Invoices not VF03, VFX3 DailyInvoices (AR) Cat., Sales Org, posted to FI(KPSD0002) Dist. Channel, Division, Created by, older than x daysThroughput: SD Billing Type, Billing Sales invoices VF03 DailyInvoices (AR) Cat., Sales Org, posted per day(KPSD0002) Dist. Channel, Division, Created by, data from previous dayErrors: Update Object Type, Object No. of Errs for Red SM13 N.A.Errors Name (Upd1)Performance: Transaction ResponseTime STAD N.A.PerformanceMonitor(BOPERFMO) orDialoguePerformanceThroughput: Due Due List Type = No documents VF04, VF03 N.A.List Log “Billing”, created Aggregation: “per log”Errors: Due List Log Msg Type = E, A No of specific VF04, VF03 N.A. Msg ID = ‘*’ messages Msg. No = ‘*’*2.2.8.4 Further Monitoring ObjectsCheck once per day in transaction ST22 whether short dumps related to the invoice creation exist.2.2.8.5 Monitoring without SAP Solution ManagerCheck daily for update errors related to the invoice creation using transaction SM13.Check the performance of transactions executed in dialog regularly using transactions STAD and ST03N.© 2010 SAP AG page 30/30
  31. 31. Best Practice for Solution OperationsManage Operations for classical spare parts managementCheck the correct execution for any background jobs you have scheduled for invoice creation usingtransaction SM37. In addition, you should check the job log of these executions in transaction SM37.Check once per day in transaction ST22 whether short dumps related to the invoice creation exist.2.2.8.6 Scheduling of Background JobsJob Scheduling Requirements Recommended or ABAP Variant Sche- Predece- Successor Scheduling Error Hand- Generated Job Name Report duling ssor Job Job Restriction ling in Case of CancellationS_<SIDCLIENT> RV60SBAT Daily After delivery_<COUNTRY>_SALES creation_RV60SBAT_<SALESORG>_D2.2.9 Business Process Step 9: Send Invoice to the Dealer2.2.9.1 DescriptionGeneral Information:An invoice is a document that states the customer’s obligation. It is usually created after goods receipt andincludes information like the amount and taxes to be paid. During this process, the invoice is sent to thedealer via output determination.2.2.9.2 Monitoring Requirements:Error Monitoring:You should check for any incorrectly processed invoice messages. Messages not being printed and sent tothe customer will cause delays in the incoming payment.Backlog Monitoring:You should check for any unprocessed invoice messages. Messages not being printed and sent to thecustomer will cause delays in the incoming payment.2.2.9.3 Monitoring Objects in SAP Solution Manager Monitoring Selection Alert Analysis Tool on Monitoring Object Criteria Satellite System Frequency / Data CollectionBacklog: Messages Application, Not processed every 5 minutes(Output message type, messagesDetermination) transm. Medium,(KWMSG001) dispatch time, partner function, message partner, output device, print immediately, user name, older than x days© 2010 SAP AG page 31/31
  32. 32. Best Practice for Solution OperationsManage Operations for classical spare parts managementErrors: Messages Application, Incorrectly Report RSNAST0F every 5 minutes(Output message type, processedDetermination) transm. Medium, messages(KWMSG001) dispatch time, partner function, message partner, output device, print immediately, user name, older than x days2.2.9.4 Monitoring without SAP Solution ManagerCheck the spool for unprocessed and erroneous messages for application V3.2.2.9.5 Scheduling of Background JobsIf the invoice is not sent during invoice creation, ABAP report SDV70AV3A (transaction VF31) has to bescheduled on a regular basis to pick up invoices ready to be printed.Job Scheduling Requirements Recommended or ABAP Report Variant Sche- Error Handling in Generated Job Name duling Case of CancellationS_<SysIDCLNT>_<Country>_ SDV70AV3A Every hour Restart job or executeSPP_Invoice_Print_D to once a transaction VF31 day manually© 2010 SAP AG page 32/32
  33. 33. Best Practice for Solution OperationsManage Operations for classical spare parts management3 Further Information3.1 TroubleshootingIf executing this Best Practice did not produce the desired results Search for related notes in the SAP Service Marketplace. Open an SAP Customer Message describing your problem (please see the respective component in section Error Handling, Restartability and Escalation of every step).3.2 Related Best Practice DocumentsThere are several other Best Practice documents available on the Service Marketplace underhttps://service.sap.com/solutionmanagerbp that relate to this Best Practice document. These documents are: General Business Process Management: This document explains the procedures you should use to create a general Business Process Management concept. This includes the definition and documentation of the core business processes, definition of monitoring objects, definition of monitoring activities including error handling procedures, monitoring tools, monitoring frequencies, the definition of communication and escalation procedures and the assignment of responsibilities. ALE Monitoring: This Best Practice helps you set up an Interface Monitoring concept with the focus on ALE Monitoring for your SAP solution. This document will outline possibilities on how to optimally monitor ALE-based interfaces manually as well as automated by using SAP Solution Manager. Both monitoring approaches aim to detect any irregularities or deviations or to detect error situations at an early stage. Job Scheduling Management: This Best Practice provides a detailed description what SAP recommends as a standardized formal process to support a job request process, including an end user job request form and an approval process. This integrated process will avoid error-prone and time intensive manual processes of copying redundant data from one data source to another (for example, MS excel to MS Excel or MS Excel to job scheduling tool). SAP Business Process Management for ERP Logistics: This Best Practice helps you set up a Business Process Monitoring concept for your SAP ERP solution. The concept aims to define procedures for business process oriented monitoring and error handling and escalation procedures for your company’s ERP core business processes. These procedures intend to ensure a smooth and reliable flow of the core business processes so that your business requirements are met. Background Job monitoring with SAP Solution Manager: This Best Practice will help you to set up background job monitoring properly in the framework of Business Process Monitoring in the SAP Solution Manager.Note that these documents are also available in the SAP Service Marketplace using alias RunSAPRunSAP Best Practices.3.3 Literature For detailed information on how to administer an SAP R/3 system, see the book: Liane Will, SAP R/3 System Administration, 2003 For information on how to monitor and tune the general system performance, see the book: Thomas Schneider, SAP Performance Optimization Guide, 2006 For information on how to monitor your business processes using the SAP Solution Manager, see the book: Thomas Schroeder, Business Process Monitoring mit dem SAP Solution Manager, 2009 (currently only available in German)© 2010 SAP AG page 33/33
  34. 34. Best Practice for Solution OperationsManage Operations for classical spare parts management For information on how to set up general system monitoring using the SAP Solution Manager, see the book: Corinna Weidmann, Lars Teuber, Konzeption und Einrichtung des Systemmmonitorings mit dem SAP Solution Manager, 2009 (currently only available in German)3.4 Feedback and QuestionsSend any feedback by formulating an SAP customer message to component SV-SMG-MON-BPM. You cando this at http://service.sap.com/message.© 2010 SAP AG page 34/34

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