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In this view you can choose between the service view, the session view, and the graphical view. You can filter the views as required.

  • Service view

    The session view contains a list that shows the status, the planned date, the number of issues assigned, and the scope for the following services:

    • SAP services for a specified solution

    • Self-services that the customer executes for a solution

    • SAP EarlyWatch Alert services

    In the Details area of the session view, you can find additional information about each service, its sessions, and the issues assigned.

    In the session view, you can also:

    • create a new self-service

    • delete an existing self-service

    • edit the details of a service.

    • call the current SAP service plan

    • update your service contents

      Note Note

      You can Update Solution Master Data at SAP in the Solutions view.

      For further information, see Solutions.

      End of the note.
  • Session view: You can prepare, execute, and edit service sessions. You can use a number of criteria to filter the overview of service sessions.

  • Graphical view: Here you are given an overview of when the issues, top issues, support requests, and services of a solution are scheduled.

Prerequisites

  • You have created a solution.

  • You have a solution with a service plan.

  • You have updated the solution master data at SAP.

    If not, in the Solutions view, choose Update Solution Master Data at SAP.

Procedure

Switching between the Service View, Session View, and Graphical View

In the Services View, you can choose between the Service View, Session View, and the Graphical View. To change the view, select a radio button in the navigation area in the Services group box.

Displaying Services and Sessions (Service View, Session View)

To display services in the service view or session view, proceed as follows:

  1. Enter filter criteria in the screen area Filter Services by.

  2. Choose Find.

    The services that satisfy the filter criteria are displayed in the Services for <solution ID> list.

    • The list shows the status, the planned date, the number of issues assigned, and the scope of each service.

    • If a service comprises several sessions, you can expand the list, to display the sessions.

Displaying Service Details (Service View, Session View)

To display service details in the session view, select a service name in the list.

The associated detailed information is shown in the Service Details screen area on the Details and Assigned Issues tabs:

  • The Details tab contains, for example, the following information about the service:

    • solution assigned

    • service plan number

    • service name

    • service type

    • service scope

    • the project assigned

    • service request number

    • estimated effort required by SAP to provide the service

    • link to existing service messages

  • The Assigned Issues tab contains the issues assigned to the service.

    Note Note

    The Assigned Issues tab is only shown if issues are assigned to the service.

    End of the note.
Editing Service Details (Service View)

To edit the service details in the service view, proceed as follows:

  1. Select a service name in the list Services for <solution ID>

  2. Choose Change.

    You go to a dialog box.

    If the selected service is a self-service, in the dialog box, you can:

    • change the status of the service.

    • change the planned date of the service.

    • enter a comment about the scope of the service.

    • If you have linked the solution to projects, you can assign the projects via the context, and specify a milestone.

    • You can cancel or save your entries.

    If the selected service is an SAP service, in the dialog box, you can:

    • specify the customer status of the service.

    • specify a date for the service.

    • enter a comment about the customer scope of the service.

    • If you have linked the solution to projects, you can assign the projects via the context and specify a milestone.

    • You can cancel or save your entries. You can send your entries to SAP.

Displaying and Editing Session Details (Session View)

To display and edit session details in the session view, in the expanded list select a session that is assigned to a service.

The Assigned Issues, Attachments, and Contacts tabs are displayed in the Service Details screening area, along with the Details tab.

Note Note

The Assigned Issues and Attachments tabs are only displayed if issues are already assigned to the selected session or its higher-level service, or the selected session has documents as attachments.

End of the note.

You have the following options:

  • On the Assigned Issues tab, you can:

    • see which issues are assigned to the session.

    • assign issues to the session.

    • click on an issue ID, to get, and edit, issue details.

      For further information, see Issues.

  • On the Attachments tab, you can:

    • You see whether a document is attached to a session

    • You can export the document

    • Delete the document

Editing a Session (Session View)

You have the following options for editing service sessions:

  • In order to delete faulty entries of the surface session, for example, select Return to Session on the Sessions tab.

    All entries are deleted.

    The button is enabled if the session has already been executed.

  • If the Questionnaire button is enabled, select the button to open a questionnaire. In order for SAP to prepare a Going Live service, for example, SAP needs certain information that is collected with a questionnaire. The service can otherwise not be provided.

  • To execute a session, choose the name of the service session. You have to confirm that you have the required certification.

    Note Note

    This prompt only appears for certified services.

    To receive a certificate that may be missing, create a support message for the component SV-BO-SW.

    End of the note.
  • If there is download data, you can display it by following the link in the SDCC Data Status column.

  • A background job automatically calls up services on a regular basis. If you know that there is a service that was just updated, choose Call Up Service to immediately call up the service.

Creating a New Self-Service (Service View)

To create a new self-service in the service view, proceed as follows:

  1. Choose Create.

    If you have not selected a solution, a list of available solutions is displayed. Choose the solution you require. Choose OK.

  2. In the Create New Service Session dialog box, specify the planned execution date for the new service.

  3. Select a service in the proposals list.

  4. Choose Create.

    The service you just created is displayed in the service list.

Deleting a Self-Service (Service View)

To delete a self-service in the session view, proceed as follows:

  1. Select a self-service in the list.

    Choosing a self-service makes the Delete pushbutton active.

  2. Choose Delete.

    You go to the Delete Service dialog box.

  3. To confirm deletion of the self-service, choose Delete again, in the dialog box.

    The self-service is deleted from the list.

Calling a Current Service Plan from SAP (Service View)

SAP administers a service plan that comprises the services that are planned and provided for the solution. To call the current service plan for a solution, from SAP: Proceed as follows:

  1. Choose Call Current Service Plan from SAP.

    You go to a dialog box.

  2. Choose a solution.

    The dialog box states when the service plan was last updated.

Note Note

You can automatically receive service plans from SAP by using job SM:SYNC SAP SESSIONS, program RDSWPCISERVICEPLAN. You schedule the job in the Solution Manager Configuration. By default, the job is executed daily.

Customers without connection to SAP Global Support Backbone (RFC destination SAP-OSS) cannot receive the service plan. Service consultants must create the services manually.

End of the note.
Updating Service Contents (Service View)

You can update the service contents for selected and planned services.

Note Note

Under Common Tasks is the option Schedule Service Content Update. Here you can determine when the system is to search for content updates. You can also restrict the size of the downloaded packages, and specify which data is to be downloaded automatically or activated. For more information, see Common Tasks.

End of the note.
  1. Choose Update Service Content. You go to the Update Service Content dialog box.

  2. To find out which services are to be provided in a certain time period, specify a time period.

  3. Choose Find. The system then searches for all SAP services for the specified period.

    The SAP services are displayed as a list of session packages, in which each package contains a group of services. When you choose a session package, detail view shows the sessions in the package, the session ID, the scheduled date, session context and the solution.

  4. Choose Find Updates. The system checks for which service updates are available at SAP. If there are no updates are available, you are informed.

    Note Note

    The two following transactions can take some time, depending on the scope of the update. Set timeout to longer than five minutes.

    End of the note.
  5. Choose Download Updates. If updates are available, this transaction can take several minutes, depending on the connection to SAP.

  6. Choose Activate Updates.

  7. If you want to check which operations (downloading, activating, or deactivating service content) have run on the system, choose the Log tab.

Displaying Scheduling of Services, Service Request, Issues and Top Issues Graphically (Graphical View)

To display the scheduling of services, support requests, issues, and top issues for a solution graphically by project, proceed as follows:

  1. Enter filter criteria in the screen area Filter Services by, in the graphical view.

  2. Choose Find.

    The objects which satisfy the filter criteria, are displayed graphically, as scheduled.

    Note Note

    All cross-project services, support requests, issues, and top issues are listed under Cross-Project Services and Issues.

    End of the note.

    The legend at the bottom of the screen tells you about the objects used in the graphical view.

    Note Note

    The color coding of the objects indicates the following:

    • If the object in an Issue or Top Issue is redist, the due date of the Issues or Top Issue is in the past.

    • Service objects are colored according to their rating.

    End of the note.

In the graphical view, you can also do the following:

  • Create new support requests directly in the graphical view.

    Open the context menu at the right-hand side of the screen (bar chart). Choose Create Support Request.

    You go to the Create Support Request dialog box.

  • In the graphical view, you can call the displayed services, support requests, issues, and top issues in the view Support Requests, Services, Top Issues, or Issues.

    Click on the object in the graphical view.