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Procedure documentationTop Issues

 

This view shows the top issues. Top issues can be assigned to a solution, a project, business process, scenario, or system.

A top issue is a serious problem that exceeds a normal problem (issue). It can also be a group of various similar issues.

In the list view, to find and display top issues, you can specify filter criteria accordingly. You have the option of creating new top issues and assigning them issues. You can edit the details of top issues. You can delete top issues with the status Completed.

The hierarchical view displays the top issues and their related issues and tasks so that you have a clear overview of the status. You can export the hierarchy.

Prerequisites

  • You have created a top issue.

Procedure

Displaying Top Issues

To display top issues, enter the filter criteria under Filter Top Issues by. Choose Find. The top issues that correspond to the filter criteria you specified are then displayed in the list.

If you only want to display certain top issues, for example all overdue top issues, or all issues assigned to you with the status In Process, you can choose the corresponding link in the work center overview. The Top Issues view opens and the corresponding filter is automatically applied.

Displaying the Details of Top Issues

To display the details, select a top issue in the list. Depending on which additional information is available for the top issue, one or more of the following tabs appear in the detail area: Details, Tasks/Action Plan and Assigned Issues.

  • The Details tab contains a detailed description of the top issue, in addition to the information in the list.

  • On the Tasks/Action Plan tab, you can find information about the tasks assigned to the top issue. To display the task details, click on the task ID.

  • On the Assigned Issues tab, you can see the issues assigned to the top issue in question. To display the details, click on an issue ID.

Creating New Top Issues or Editing Details

  1. Select the top issue. You can create a new top issue or edit the details of an existing top issue. Apart from the initial access, the procedure is the same.

    • If you would like to create a new top issue for a specific solution, first choose the solution you require in the filter area and then choose Create. The solution you selected is then specified in the context. However, you do not necessarily have to assign a solution.

    • To edit the details, click on the ID of an existing top issue.

    In both cases, the Details of the Top Issue dialog box opens. If creating a new top issue, enter the priority, the due date, and a short description in the required entry fields. You also have the option of specifying the topic and status (Open, In Process, Draft).

  2. On the Description tab page, specify a detailed description of the problem that occurs. You have the following options:

    • To add screenshots or format the text, for example, choose the Microsoft Word pushbutton. The text you have entered appears in the Word document.

      In the preview, only the plain text without formatting or graphics is displayed.

    • To remove the formatting or graphics, choose Plain Text Editor.

    • To upload an existing document with a description of the problem, choose Upload Document.

  3. On the Context tab page, assign a context to the top issue. You can specify a project, business scenario, a business process, and a system.

    Once you have entered all the necessary information, choose Add. The specified context is displayed in the table below.

  4. On the Recommended Tasks tab page, you can create tasks for the top issue (if required) or assign them. Before you create a new task, you have to save the top issue. Then choose Create.

  5. On the Assigned Issues tab page, you can choose Create Issue to define a new issue subordinate to the top issue. You can choose Assign to assign existing issues to the top issue.

  6. On the Processing Information tab, enter information about the editing. This includes the name of the person responsible for editing and the due date.

    Under Last Sent to SAP, you can see who sent the top issue to SAP and when, if applicable.

  7. Once all the information has been specified, you have the option of sending the top issue to SAP if it has not already been sent. To do this, choose Send to SAP at the top of the screen. The responsible employees at SAP can then familiarize themselves with the top issue and discuss it internally. Only send top issues to SAP if you have agreed on this procedure with your SAP contact person.

    Note Note

    Send only top issues with the associated tasks and documents to SAP. You cannot send issues.

    End of the note.

  8. To generate a document that gives you an overview of the most important data for the top issue, choose the Summary button on the top edge of the dialog box. You can display or print this document in Word format.

  9. To complete the procedure, choose Save and Back.

Changing Attributes Quickly

To change multiple list items quickly, choose Edit.

You can change the following attributes:

  • Short text

  • Due date

  • Status

  • Processor

  • Priority

Creating a Summary

In a summary, you compile the most important data of a top issue or issue. The summary is created as a Word document.

  1. Select one or several top issues or issues.

  2. Choose Summary.

    A window opens.

  3. Select the sections that the summary should contain.

  4. Choose OK.

    You can download the summary.

Notifying Processors About Overdue Top Issues

As an application manager, you want to notify processors about certain top issues or issues.

  1. Choose Send Notification and choose one of the following:

    • Notify Processor: To inform or ask the processor about one or several top issues or issues.

    • Notify Specified Person: To inform someone about one or several top issues or issues. For example, ask someone to process unassigned issues.

    • Notify Overdue: To identify overdue top issues or issues, and ensure that they are processed by the responsible processor.

    A notification form is displayed.

    For overdue top issues or issues, the overdue top issues or issues that are assigned to a processor are displayed. Select the overdue issue or top issue.

  2. Enter the persons that should receive the notification.

  3. Adapt the notification template text as required.

  4. Choose Send.

An e-mail informs the recipients about the issues or top issues you selected.

User-specific changes to the template are stored. To discard the changes, choose Use Default Template.

Note Note

You edit the templates in Customizing for SAP Engagement and Service Delivery, where in transaction SE61, document class General Text, the ISM_NOTIFY_TEMPLATE and ISM_NOTIFICATION_TEMPLATE objects provide the template texts.

End of the note.