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Function documentationEngagements

 

The Engagements app in the SAP Engagement and Service Delivery work center handles SAP Support engagements. You identify top issues and issues, plan, and perform self-services, and document each engagement cycle qualitatively and quantitatively.

You can use the app to create self-services and support requests.

Organizing measures in engagement cycles focuses on those services that are of most use to you. This increases your benefit from SAP Enterprise Support.

Prerequisites

To be able to create support requests, your user must have the role SAP_SERVICE_REQUEST_ALL.

Features

An engagement cycle comprises one or more top issues or issues that you want to handle in a specified period, to improve the performance of your business processes and IT organization. You specify targets for your improvement measures, and document the extent to which your targets were achieved and the improvements achieved in the engagement cycle. the Engagements app provides information about the following areas.

Top Issues

You assign top issues to an engagement cycle. These are the problems that should be resolved at the end of the engagement cycle.

You specify which tasks you want to perform in your own self-services. You assign activities, top issues, and issues, and specify priorities, responsibilities, and deadlines.

Tasks

You create self-services and support requests for the top issues assigned to your engagements.

Services

You see details of assigned self-services, including any relevant issues, add new self-services to the engagement cycle, and edit those already assigned. You can also create self service from this tab. The Assigned Issues tab is only shown if issues are assigned to the service.

Reports

Display information about an engagement.

Delivery Progress Reports

To document the customer engagement, upload the reports that were delivered to the customer.

Dashboards

The Delivery Progress Reporting dashboard shows the assigned project, its phases or workstreams, and milestones or quality checks. You can download the dashboard data.

For integration validation projects, the dashboard displays the statuses of the business processes and business process steps. The integration validation service provides the data.

Project

You can link engagements to project management projects to help structure the engagement.

  • Assign: Assign a project to the engagement cycle.

  • Create: Create a new project.

  • Import: Import a project from a file that was previously exported, for example, from another source.

For more information, see Integration of PPM Projects and Change Request Management.