Sap Solman Charm Issue Management

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  • hello sir....i have some queries....i work as a java programmer. i have task to access solution manager from java front end.like i want to create ,process, close the issue in front end .but it should be reflect in solution manager ...like what you said here....so please give some idea .....thanks for your presentation
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  • 1. SAP Solution Manager Issue Management Using Issue Management with Implemetation Tools in Solution Manager. http://www.linkedin.com/in/solutionmanager Wenceslao Lacaze
  • 2. 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
  • 3. Change Request Management - Issue Management 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 SAP-SOLMAN-CHARM-Issue Management-v2.0.doc Page 3 of 12
  • 4. 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 SAP-SOLMAN-CHARM-Issue Management-v2.0.doc Page 4 of 12
  • 5. Change Request Management - Issue Management 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 SAP-SOLMAN-CHARM-Issue Management-v2.0.doc Page 5 of 12
  • 6. Change Request Management - Issue Management • 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 SAP-SOLMAN-CHARM-Issue Management-v2.0.doc Page 6 of 12
  • 7. 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 When you create a task the system ask for • Priority • Due on • Short Text SAP-SOLMAN-CHARM-Issue Management-v2.0.doc Page 7 of 12
  • 8. Change Request Management - Issue Management • 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 SAP-SOLMAN-CHARM-Issue Management-v2.0.doc Page 8 of 12
  • 9. Change Request Management - Issue Management 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. SAP-SOLMAN-CHARM-Issue Management-v2.0.doc Page 9 of 12
  • 10. 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. SAP-SOLMAN-CHARM-Issue Management-v2.0.doc Page 10 of 12
  • 11. 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 SAP-SOLMAN-CHARM-Issue Management-v2.0.doc Page 11 of 12
  • 12. 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. SAP-SOLMAN-CHARM-Issue Management-v2.0.doc Page 12 of 12