The Solution Database (SDB) is a new application in R/3 offering the ability to store, link and access problem symptoms and solutions. Because the Solution Database stores custom information, this application can be used by many types of companies in different business scenarios.
The following applications in R/3 have already integrated the Solution Database Search into their processes :
Problem management in Customer Service (CS) , Plant Maintenance (PM) and Quality Management (QM), as well as Agent Front Office of the Customer Interaction Center (CIC).
The Solution Database contains symptoms, solutions and links between the two entities.
Symptom:
A change in a product or system that indicates a malfunction of some type is called a 'symptom'. Symptoms can be described by free-form text, attributes of code catalogues for problem code, problem cause and problem location, as well as by customized attributes, priorities and statuses. A symptom can be referenced to any business object, like a product or a piece of equipment or an installation.
Symptoms, along with solutions, are stored and linked in the Solution Database.
Solution :
An action or process that will eliminate a symptom and the problem indicated by the symptom is called a 'solution'. Solutions can be described by free-from text, actions which have to be taken and attachments, which support and illustrate the problem solving.
Solutions, along with symptoms, are stored and linked in the Solution Database. A link connects a symptom to one or more solutions and can be dynamic in that it can be changed over time.
Symptoms and solutions are managed by statuses and can be released for public use.
Content Management of the Solution Database
The component provides an administrative environment to maintain symptoms, solutions and the links. In addition, the content indexing for the search process is supported by a search engine component.
To maintain the content of the Solution Database, goto transaction IS01, or follow the menu path (to be defined later).
To compile a lexicon and indices for the documents in the Soliution Database, goto transaction IS02, or follow the menu path (to be defined later).
Searching of Solution Database
Search Egine
Searching is enabled by a search engine of SAP and provides a generic solution to accurately and readily retrieve the documents based on a text query. The main concepts of the search engine are 1) build an indexing system for existing documents, 2) search is done by matching the similarities between the query and the indexing system, and 3) a set of relevant weights will be returned with unique identification of the documents.
Text Search
Text search allows to submit a query in a free-text format. The query can be a sentence or a document. The text search is applied to the SDB for the implementation of the concept of case-based reasoning while each symptom is considered as an existing case, and the text query as an unidentified case.
Attribute Search
Attributes are pre-defined items. In SAPs terminology, attributes are mainly the codes and code groups customized by users. The attribute search is similar to retrieving documents where certain attributes are used. However, differing from the where-used scenario, the attribute search can match a query with multiple attributes without restricted to pure AND/OR Boolean operations, rather an overall similarity between the query and the documents.
The following applications and components of R/3 have integrated the search of the Solution Database :
Problem Management : In Customer Service (CS), Plant Maintenance (PM) and Quality Management (QM), solutions can be searched from notifications. Problem descriptions and problem attributes, entered in the notification, are selected and a search for symptoms is started, matching the entered query. You can select symptoms, select solutions and tasks, and link them back to the notification.
Agent Frontoffice : In the Customer Interaction Center (CIC), an agent can specify the problem or question and start the search of symptoms, matching the criteria entered. Furthermore, solutions, linked to the symptoms, can be selected and referenced back into the contact interaction.
Symptom Customizing
Definition of Symptom Types
Symptom Types are the highest level of grouping and catagorizing feature for Symptom records in the Solution Database. Each Symptom Type allows to default various code groups, catalog types, profiles and priority groups for symptom records. Each default value is allowed to be overwritten in a single symptom record. The transaction for customizing symptom types is ISCA.
Definition of Symptom Category
Symptom Categories are the next level of categorization for symptoms, after symptom types. Multiple symptom categories can exist per symptom type. Each symptom can be categorized with one allowed symptom category acc. to its symptom type.The transaction for customizing symptom categories is ISCC.
Definition of Object Types for Symptoms
A symptom in the Solution Database, describing a failure or malbehaviour, can be linked to an object, like a product, a single piece of equipment, an technical installation, etc. Here you can customize, what kind of objects, defined by their business object identifier, can be linked to symptoms. In addition, you have to specify the methods for existence checking and displaying of the object. The transaction for customizing object types for symptoms is ISCG.
Definition of Application Areas
Symptom records can be assigned to an application area. An application area is a free-defined attribute. All possible application areas have to be defined in this table. Examples : "Product Component 1, Product Component 2, etc". The transaction for customizing application areas is ISCE.
Solution Customizing
Definition of Solution Types
Solution Types are the highest level of grouping and catagorizing feature for Solution records in the Solution DB. Each Solution Type allows to default various code groups, catalog types, profiles for tasks. The default value is allowed to be overwritten in a single solution record. The transaction for customizing solution types is ISCB.
Definition of Solution Categories
Solution Categories are the next level of categorization for solutions, after solution types. Multiple solution categories can exist per solution type. Each solution can be categorized with one allowed solution category acc. to its solution type. The transaction for customizing solution categories is ISCD.
General Data:
Definition of Validation Categories
Validation Categories are an additional feature to classify symptoms and solutions in the Solution Database. All possible values for validation categories have to be defined in this table. Examples: " Version 1.1.4, Release 3.2, Revision 15.A, etc" . The transaction for customizing validation categories is ISCF.
Basic Settings:
Number ranges for Solution Database
Number ranges for entries in the Solution Database are defined under number range object : ISDB. Only internal number assignments are possible. Group 1 is the number range for symptom records, Group 2 the number range for solution records. The number range assignment for symptoms and solutions are independent from their types and categories. The transaction for defining number ranges is ISNR.