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Procedure documentationCreating Issues/Top Issues Directly Locate this document in the navigation structure

Procedure

You want to create a problem message (Top Issue/Issue).

You have:

  • Created a solution

  • Assigned the required roles and created authorization object instances, according to SAP Note 834534

  • Set up SAPconnect in Customizing (transaction SPRO) if you want to send e-mails

  • Configured the CRM survey suite and the CRM application tool (CAT) server in Customizing (transaction SPRO) if you want to use the feedback functionality

  • Installed und configured Adobe Document Services (ADS) in Customizing (transaction SPRO) if you want to generate the issue summary as a PDF document:

    • Set up a HTTP connection to the external server

    • Activate the service

Create Top Issue

  1. Open the SAP Engagement and Service Delivery work center.

  2. Choose the solution for which you want to create the Top Issue.

  3. Choose the Top Issues view.

    Note Note

    If you have already created Top Issues, you can see them in a table.

    End of the note.

  4. Choose Create. The Top Issue Details screen appears.

  5. Enter the required data.

  6. Save your data.

    Note Note

    If you have already sent a Top Issue to SAP, the system automatically sends this weekly or when you change it. The system continues to send it to SAP until processing is completed.

    For more information, see SAP Note 971138.

    End of the note.

Create Issue

You can connect issues to service sessions.

  1. Open the SAP Engagement and Service Delivery work center.

  2. Choose the solution for which you want to create the issue.

  3. Choose the Issues view.

    Note Note

    If you have already created issues, you can see them in a table.

    End of the note.

  4. Choose Create. The Issue Details screen appears.

  5. Enter the required data.

    • Tab: Description & Analysis

      You can replace the template with your own problem description, or upload documents.

    • Tab: Context

      Assign your Issue/Top Issue to a detailed solution context:

      1. You can select business process, business process step and/or system.

      2. Choose Add.

        The selected context appears in the lower table.

        Note Note

        If the issue was created from a session, the session is displayed.

        End of the note.

    • Tab: Recommended Tasks

      • You can assign tasks to your Issue

      • You can assign Issues to your Top Issue.

    • Tab: Messages/Expertise-on-Demand

      You can assign an IT Service Management message to your issue and request an SAP expert.

    • Tab: Service Sessions

      Assign the session created to the issue.

    • Tab: Change Requests

      You can assign change requests to the issue.

    • Tab: Processing Information

      You see workflow data (log information, processing time) about your issue, for example, the processor.

      Note Note

      If you change attributes, such as the processor, you can send change messages.

      End of the note.

  6. Save your data.

    The system generates the issue ID automatically.

    Note Note

    The issue ID is visible in the process flow data.

    End of the note.

  7. Go back to the initial screen.

Result

The issue created is in the issue list. You can now:

  • Assign tasks to the issue

  • Order a service for it from SAP

  • Request an SAP expert

  • Print a summary report in HTML or PDF format for an issue, by choosing Summary

  • Fill out the SAP feedback form by means of the feedback link

    Note Note

    You can analyze the feedback form with the CRM survey suite or issue reporting.

    End of the note.

  • Process your issue further in expert mode and close it

    Note Note

    If you close your Issue/Top Issue, you cannot reopen it.

    End of the note.