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 Customizing (transaction SPRO
) if you want to send e-mails
Configured the CRM survey suite and the CRM application tool (CAT) server in Customizing (transaction SPRO
) if you want to use the feedback functionality
Installed and configured Adobe Document Services (ADS) in Customizing (transaction SPRO
) if you want to generate the issue summary as a PDF document:
Set up an HTTP connection to the external server
Activate the service
Create Top Issue
Open Issue Management.
Choose the solution for which you want to create the Top Issue.
Choose the Top Issues
view.
Note
If you have already created Top Issues, you can see them in a table.
Choose Create
. The Top Issue Details
screen appears.
Enter the required data.
Save your data.
Note
If you have already sent a Top Issue to SAP, the system automatically sends this weekly or when you change it. The system continues to send it to SAP until processing is completed.
For more information, see SAP Note 971138.
Create Issue
You can connect issues to service sessions.
Open Issue Management.
Choose the solution for which you want to create the issue.
Choose the Issues
view.
Note
If you have already created issues, you can see them in a table.
Choose Create
. The Issue Details
screen appears.
Enter the required data.
Tab: Description & Analysis
You can replace the template with your own problem description, or upload documents.
Tab: Context
You can select business process, business process step and/or system.
Choose Add
.
The selected context appears in the lower table.
Note
If the issue was created from a session, the session is displayed.
Tab: Recommended Tasks
You can assign tasks to your Issue
You can assign Issues to your Top Issue.
Tab: Messages/Expertise-on-Demand
You can assign a service desk message to your issue and request an SAP expert.
Tab: Service Sessions
Assign the session created to the issue.
Tab: Change Requests
You can assign change requests to the issue.
Tab: Processing Information
You see workflow data (log information, processing time) about your issue, for example, the processor.
Note
If you change attributes, such as the processor, you can send change messages.
Save your data.
The system generates the issue ID automatically.
Note
The issue ID is visible in the process flow data.
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, by choosing Summary
Fill out the SAP feedback form by means of the feedback link
Note
You can analyze the feedback form with the CRM survey suite or issue reporting.
Process your issue further in expert mode and close it
Note
If you close your Issue/Top Issue, you cannot reopen it.