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This view lists issues. They can be assigned to a top issue, solution, project, business process, scenario or system. An issue is a problem that requires a reaction because it interrupts, or could interrupt, production. This problem type is more serious than an error or interruption that reported in a Service Desk message.

You can specify filter criteria to find and display issues. You can create new issues, edit the details of issues or delete issues with the status Completed.


  • You have created an issue for a service, self-service, business process or solution provided by SAP.


Display Issues

To display issues, specify filter criteria. Choose Find. The issues that satisfy the filter criteria are then listed.

If you only want to display certain issues, for example, all overdue issues or all issues assigned to you with the status In Process, you can also choose the corresponding link in the work center overview. The Issues view opens and the filter is automatically applied.

Display and Edit Issue Details

To display the details, select an issue in the list. Depending on the information available for the issue, one or more of the following tabs is then displayed below in the detail area: Details, Tasks/Recommendations, and Linked Objects.

  • The Details tab contains a detailed description of the top issue in addition to the information in the list.

  • The Tasks/Recommendations tab contains the tasks for the issue. If you click on the ID of a task, its details open.

  • The Linked Objects tab contains the objects (such as Expert-on-Demand) linked to the issue.

To edit the details of an issue, select the issue ID in the top list. The Details of Issue <issue ID> dialog box opens. Here you can view the details and edit issues that have not yet been completed. For more information about the tabs in the dialog box, see Creating New Issues.

Creating New Issues

You can create a new issue for a solution, a project and so on.

  1. Choose Create. The Issue Details dialog box appears. Specify the priority, the due date and a short description in the required entry fields (marked with a red star). You can also specify a topic and status.

  2. You can enter a detailed description and an analysis of the problem, in the Description and Analysis tabs. You can upload one or more documents with a description of the problem.

  3. Assign a context to the issue, in the Context tab. This is the solution, project, business scenario, business process and system.

    Once you have specified a solution, save the issue. This calls up the available context information. If the information is complete, choose Add. The context is displayed in the table below.

  4. You can specify a task for the issue, in the Recommended Tasks tab.

  5. You can request an SAP expert, or team of experts, in the Messages/Expert-on-Demand tab. Choose Request SAP Expert. You can also assign a message under Service Desk Messages.

  6. You can assign sessions involved in an issue, to it, in the Service Sessions tab.

  7. You can assign a change request that helps solve the issue, in the Change Requests tab.

  8. Enter editing information in the Editing Information tab. Specify the processor responsible.

  9. The Expert Mode button is at the top of the dialog box. Experienced users can use this to call up a CRM issue management application.

  10. The Overview button at the top of the dialog box creates a document with an overview of the most important data for the top issue. You can display or print this document in Word format or as a PDF file.

  11. To complete the procedure, choose Save and Back.

Using Microsoft Word to Edit Texts

From the Description and Analysis tab pages, you can start Microsoft Word to add formatting and graphics, such as screenshots, to the text. As an editor, Microsoft Word 2007 or higher is used that is installed on your computer.

To save the formatting or graphics in the issue, save the issue.

If you choose Plain Text Editor, the formatting and the graphics are removed.

In the preview, only the plain text without formatting or graphics is displayed.