Show TOC

Process documentationTypical Procedure in Work Center Incident Management Locate this document in the navigation structure

 

In Work Center Incident Management, the person reporting the problem and the support employee can communicate directly.

If an internal solution database is installed, the responsible support employee can switch to advanced mode and enter symptoms in the solution database to process the problem and search for solutions. He or she can also search for SAP Notes on SAP Service Marketplace. If the support employee does not find a problem solution, he or she can forward the support message to subsequent support units, or to SAP Support, and monitor the progress of processing in Incident Management.

Prerequisites

  • Incident Management is configured for the Solution Manager according to the configuration guide.

  • You have set-up the criteria by which an incoming support message is assigned to a support unit, e.g. priority, category, region of creator, in the Incident Management customizing. By default, the system assigns the support message to the support unit for its SAP component. For more information, see SAP Note 616946.

  • You have authorizations for Incident Management according to your tasks as problem reporter or support employee. For more information, see the Security Guide SAP Solution Manager on SAP Service Marketplace under   http://service.sap.com/instguides   SAP Components   SAP Solution Manager  .

Process

  1. The customer or user creates a support message in one of the following ways:

    • In the Incident Management Work Center using   Common Tasks   New Message  

    • In an SAP system via   Help   Create Support Message   in the menu of a transaction

  2. The system automatically gets the system data for the support message.

  3. The support message is displayed in Incident Management.

    1. The system automatically assigns the support message to the appropriate support level, for example, by SAP component, priority or support message category.

    2. The system automatically determines the associated business partners, for example, customer, key user or support team.

    3. The system creates a service process in the SAP Solution Manager.

    4. If you have customized accordingly, the system checks whether contracts have already been made for the installation and requester. Such a contract can, for example, contain a Service Level Agreement (SLA), in which the customer has been guaranteed certain services, for example maximum response times.

      If a contract is found, the support employee chooses the relevant contract item, for example, Support, Consulting or Development.

  4. A member of the responsible support unit enters himself as the support employee in the support message.

  5. The support employee searches for a solution to the problem described by the problem reporter. He or she can switch to advanced mode and use the customer solution database for the search, if such a solution database is installed.

  6. The support employee searches SAP Service Marketplace for SAP Notes.

    If the support employee has found a suitable SAP Note, he or she assigns it to the support message. You can import and test SAP Notes with code corrections, directly into the development or test system using the SAP Note Assistant. After successful testing, the changes are transported to the quality assurance or production system. You can discard unwanted changes using the SAP Note Assistant.

  7. If the support employee does not find a solution on SAP Service Marketplace, he or she will create an internal memo with the measures you have taken to find a solution in the support message, and forward it to subsequent support units, if required.

  8. If the next support unit cannot solve the problem either, the support employee adds an Info for SAP to the support message and forwards it with its attachments to SAP Support (SAP Support Portal).

  9. SAP Support processes the message and sends it back to you with a proposed solution or a further question, and an updated status.

    You can monitor the status of the support message in Incident Management.

  10. The person responsible in the internal support organization, for example, the Customer Competence Center, tests and evaluates the proposed solution.

  11. The person responsible in the internal support organization confirms the solution and calls up the positive call closure questionnaire.

  12. The problem reporter tests and confirms the solutions, or responds to the solution if his problem is not solved or not solved completely yet.

  13. If an internal solution database is available, the support employee formats the found solution for it in order to make it available to other support employees.