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Procedure documentationSelf-Services Locate this document in the navigation structure

 

Self-services

  • Optimize your solutions

  • Resolve problems

Prerequisites

  • You have created a solution.

  • You have a connection to SAP Service Marketplace.

  • You have Microsoft Word 2007 or higher on your computer.

  • In Microsoft Word, under   File   Options   Trust Center   Trust Center Settings  , you have selected the Trust access to the VBA project object model checkbox.

Procedure

Creating a service
  1. Call the SAP Engagement and Service Delivery work center.

  2. In the Services view, choose the Self-Services service type.

  3. Choose the Create pushbutton.

    You get a list of all services which you can perform yourself.

  4. Flag which services you want to create (and if necessary, for which systems).

  5. Choose the Create pushbutton.

  6. Choose the date to perform the service.

    The selected service appears in the sessions overview.

Editing session details
  1. Choose the Change pushbutton.

    You go to the session Service Session Details.

  2. Edit the data for the tabs.

Service session details

Tab Page

Explanation

Focus/Notes

Enter a long text with your own information.

Context

If you have linked the solution to projects, you can assign them.

Issues

If you have linked the solution to issues, you can assign them or create them directly from the session.

Documents & SDCCN Data

If you have created a report, you can see it here. You can upload or delete documents from your PC.

Processing Information

Assign a processor.

  1. Save your entries.

    If you have assigned issues, you see them in the overview in the lower-level table for your service.

Processing a service session
  1. Choose your service session.

    You go to the Service Session Details.

  2. On the Sessions tab page, choose the link for your session.

    You go to the service session.

    Note Note

    For some services (Guided Self-Service Performance Optimization, for example) you need certification and an access code.

    End of the note.
  3. To process the service session, perform the checks at the left-hand side of the screen (SAP GUI), or perform the steps of the guided procedure (Web Dynpro). To do so, follow the instruction text.

    To perform a check, you have the following options:

    • To compute a rating, choose Save. To save the current check and go the next check to be performed, choose the Save + next open check pushbutton (SAP GUI). Depending on the check type, the check may have a rating:

      • Checks with rating: Complex tasks, for example the analysis step in a performance optimization self-service, are carried out in SAP GUI-based self-service sessions.

        You provide the required information manually, because these steps cannot be carried out fully automatically.

        If a red rating is displayed, analyze the problem and enter your problem description. If an automatically generated text, for example a recommendation, is displayed, check it and adapt it to your situation.

        Ratings and texts are displayed in the final report.

      • Checks without rating: The To Do flag changes to To Do (Done).

      When the step is performed and a rating is computed, in Web Dynpro-based self-services, the green, yellow, red, or gray (to do) rating is displayed on the respective tab.

    • To set the rating of a check manually, choose the respective pushbutton, if applicable. Background: A rating is not set automatically for each check you perform. In some cases, you must set a rating manually, based on the information displayed in texts or tables.

      Depending on the service and service type (SAP GUI-based self-service or Web Dynpro-based guided self-service), one of the following, for example, can be the result:

      • An issue or a task may be generated automatically (if a rating is yellow or red, for example).

      • An existing issue or task may be updated.

      • The priority of an issue or task may be changed.

    • To check how the result of the check is displayed in the service session report, choose the Report Preview pushbutton. You can preview the service session report only if the check has a rating.

    • Depending on the service type, by choosing the Microsoft Word pushbutton, you can use Microsoft Word to edit the text and add formatting and graphics, such as screenshots which, for example, describe an issue. The texts and graphics are in the Microsoft Word service session report.

    • To add a note to a check, choose the Commentary pushbutton (SAP GUI only). You note, for example, tasks which are still to be performed to complete a check. Commentaries appear only in the service session, they are not in the service session report.

    Note Note

    Services session layout (SAP GUI):

    • Navigation bar on top of the screen: Depending on the service session type, the pushbuttons allow you, for example, to do the following:

      • Create the service session report as a Microsoft Word or HTML document

      • Under Attachments, display the service session reports which have already been created.

      • If displayed: Under Action List, define issues and tasks.

        Recommendation Recommendation

        We recommend creating issues and tasks in the Engagement and Service Delivery work center. For more information, see Issues and Tasks.

        End of the recommendation.
    • Left-hand side of the screen: The hierarchical check tree is an overview of the checks to be performed. Typically, you perform the checks top-down. Depending on the checks, new checks can be added, for example if you specify a technical system which requires further checks.

    • Top right-hand corner of the screen:

      • The instruction text describes the use of the check, provides background information and tells you how to perform the check. The use of check-specific pushbuttons (for example, the Refresh System List pushbutton, which is displayed when you select the Systems in Scope check), is explained.

      • The pushbuttons below the instruction text allow you to navigate, perform check-specific actions, or preview the result of the check, as displayed in the service session report.

    • Bottom right corner of the screen: Maintenance tables and texts. In the texts, you provide, for example, a summary of the project, or specify business processes to be analyzed or the measures to be performed.

    End of the note.
  4. Save your entries.

    You have processed the session.

  5. Optional: To discard all checks and repeat the service session, choose   Session Components   Re-initialize  .

  6. Optional: To lock the service session after completion, to prevent it from being changed, choose   Session Components   Complete  .

    The service session can then only be displayed.

  7. Optional: Create and save the service session report as a Microsoft Word document, or view, and save it as an HTML document. The procedure is the same as in other sessions, for example Create SAP EarlyWatch Alert Report, Display Session Details.