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Procedure documentationCreating Issues with or without Solution Link

Prerequisites

You have:

  1. Created a solution.

  2. Assigned the required roles and created authorization object instances, according to SAP Note 834534Information published on SAP site.

  3. Set-up SAPconnect in the IMG (SPRO transaction), to send E-Mails.

  4. Configured the CRM Survey Suite and the CRM Application Tool (CAT) server in the IMG (transaction SPRO), to use the feedback functionality.

  5. Installed and configured Adobe Document Service (ADS) in the IMG (transaction SPRO), to generate the issue summary as a PDF document.

Procedure

  1. Enter the SOLMAN_ISSUE_MGMT transaction.

  2. Choose Create.

  3. Enter the required data.

  4. Choose the Description & Analysis tab.

  5. Enter the required information, such as description, impact on business processes and the solution criteria that must be met upon the closure of the issue. Attach the documents to support the description, if required.

  6. To specify what the issue refers to, choose the Context tab.

  7. Select the Solution, Business Scenario or System.

  8. Choose the Processing Information tab.

  9. Enter the name of the processor and your comments about the task.

  10. To create a task, choose the Recommended Tasks tab.

    More information: Creating Task.

  11. Choose the Messages/Expertise-on-Demand tab.

  12. To request an SAP expert:

    1. Choose Request SAP Expert.

    2. Enter the required data.

    3. Choose the Description and Communication tab.

    4. Enter the required data.

    5. To create a task, choose the Recommended Tasks tab.

      More information: Creating Task.

    6. Choose the Processing Information tab.

    7. Enter the name of the processor.

    8. Enter the time taken to solve the issue.

  13. To assign a support message to the issue:

    1. Choose Assign.

    2. Select the support message.

  14. To record information about a support message not originating from IT Service Management:

    1. Choose Append Row or Insert Row.

    2. Add the information.

  15. To assign a service session for processing the issue, choose Service Session tab.

    1. Choose Assign.

    2. Choose the service session.

  16. To manage the change requests, choose the Change Requests tab.

  17. To create a change request:

    1. Choose Create Change Requests.

    2. Enter the required data.

  18. To assign a change request:

    1. Choose Assign.

    2. Choose the change request.

  19. Choose Save & Back.

  20. To change the default settings:

    1. Choose Issue Settings.

    2. Make the changes.

  21. To view the summary of the issues:

    1. Select the Reporting view.

    2. Choose the issues.

    3. Choose Summary.

  22. To edit the processing log:

    1. Select the Processing Log view.

    2. Select an issue.

    3. Choose Edit Processing Log.

    4. Make the necessary changes.