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Procedure documentationForwarding Incidents to SAP Outside Business Hours (IT Service Providers)

 

If key users at customers of an IT service provider report incidents outside of business hours, they want the incident to be processed soon. Therefore, for the incident transaction type for IT service provider (SMIV) with priority Very High, it is configured that the incidents are directly forwarded to SAP during this time.

The incidents are forwarded using the SMIV_VAR_SEND_SAP_AUTO action in the SMIV_VAR action profile.

Procedure

An incident is automatically forwarded to SAP as follows:

  1. The key user reports an incident with Very High priority outside of the business hours of their IT service provider.

    The system sets the Send to SAP automatically indicator automatically and executes the SMIV_VAR_SEND_SAP_AUTO action.

    The incident is automatically sent to SAP directly, without involving the support at the IT service provider.

  2. During incident processing, every time when the incident is saved, the SMIV_VAR_SEND_SAP_AUTO action is triggered, and is executed successfully when the following conditions are met:

    • The Send to SAP automatically indicator is set.

    • The current status is Send to SAP (E0004) or Send to Support (E0010) (configurable in action SMIV_VAR_SEND_SAP_AUTO)

    • There is a text in text type Additional information (SU30) (configurable in action SMIV_VAR_SEND_SAP_AUTO).

    If the key user has limited authorizations, for example, can only display certain text types, when the Send to SAP automatically indicator is set, the Reply from SAP (SU11) and Information from SAP (SU16) text types are copied to Reply (SU01), so that the key user can display the text from SAP.

  3. When the SAP support replies, the incident is directly sent to the reporting key user, without involving the support at the IT service provider.

  4. When the key user writes a reply, by default, the text is stored in text type Additional information (SU30) and the incident status changes to Send to Support (E0010), so that the SMIV_VAR_SEND_SAP_AUTO action is executed successfully and the incident is sent to SAP.

Note Note

For a business partner of type Organization, you specify business hours in Maintain Business Partner (BP), in the Control tab page, by opening Calling Hours.

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Manually Forwarding an Incident to SAP

A processor at the IT service provider can forward an incident to SAP, because, for example, they want to involve SAP support in solving the incident.

You can configure to where the reply from SAP is routed.

Default configuration:

  1. At any time in incident processing, a processor at the IT service provider can send an incident to SAP.

  2. By default, when SAP replies to the incident, it is routed back to the processor at the IT service provider.

  3. When the incident is solved, the processor forwards the solution to the reporter.

Note Note

If you want the reply from SAP to be directly routed to the reporting key user, instead of to the processor, implement SAP Note 1798126Information published on SAP site.

End of the note.