ProcedureCreate Issues/Top Issues Directly

Procedure

You want to create a problem message (Top Issue/Issue).

You have:

  • created a solution.

  • assigned the required roles, and created authorization object instances according to SAP note 834534.

  • set-up SAPconnect in the IMG (transaction SPRO), if you want to send E-Mails.

  • configured the CRM Survey Suite and the CRM Application Tool (CAT) server in the IMG (transaction SPRO), if you want to use the feedback functionality.

  • installed und configured the Adobe Document Service (ADS) in the IMG (transaction SPRO), if you want to generate the issue summary as a PDF document:

    • set-up an HTTP connection to external server

    • activate service

Create Top Issue

  1. Choose the transaction SOLUTION_MANAGER.

  2. Choose the solution for which you want to create the Top Issue.

  3. Choose   Issue Management   Top Issues   in Operations.

    Note Note

    If you have already created Top Issues, you can see them in a table.

    End of the note.

  4. Choose Create Top Issue. You go to the Top Issue Maintenance screen.

  5. Enter the required data.

  6. Save your data.

    Note Note

    The system sends Top Issues with the status active to SAP, automatically, weekly, or when you change them.

    End of the note.

Create Issue

You can connect issues to service sessions.

  1. Choose the transaction SOLUTION_MANAGER.

  2. Choose the solution for which you want to create the Issue.

  3. Choose   Issue Management   Issues   in Operations.

    Note Note

    If you have already created Issues, you can see them in a table.

    End of the note.

  4. Choose Create Issue. You go to the Maintain Issue screen.

  5. Enter the required data.

    • Description tab.

      You can replace the template with your own problem description, or upload documents.

    • Context tab

      Assign your Issue/Top Issue to a detailed solution context:

      1. You can select business process, business process step and/or system.

      2. Choose Add.

        The selected context appears in the lower table.

        Note Note

        If the Issue was created from a session, it appears.

        End of the note.

    • Recommended Tasks tab

      • You can assign tasks to your Issue

      • You can assign Issues to your Top Issue

    • Messages/Expertise on Demand tab

      You can assign a Service Desk message to your Issue and request an SAP expert, here

    • Service Session tab

      Assign the session created, to the Issue.

    • Change Requests tab

      You can assign change requests to the Issue.

    • Processing Information tab

      You see workflow data (log information, processing time) about your Issue, e.g. processor.

      Note Note

      If you change attributes, e.g. processor, you can send change messages.

      End of the note.

  6. Save your data.

    The system generates the Issue ID automatically.

    Note Note

    The Issue ID is in the process flow data.

    End of the note.

  7. Go back to the initial screen.

RESULT

The Issue created is in the Issue list. You can now:

  • assign tasks to the Issue

  • order a service for it from SAP.

  • request an SAP expert.

  • print a summary report in HTML or PDF format, for an Issue, with Summary.

  • fill out the SAP feedback form with the Feedback link.

    Note Note

    You can analyze the feedback form with the CRM Survey Suite or Issue Reporting.

    End of the note.

  • Process your Issue further, and close it, in expert mode.

    Note Note

    If you close your Issue/Top Issue, you cannot reopen it.

    End of the note.