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Procedure documentationIssues


This view displays issues. They can be assigned to a top issue, solution, project, business process, scenario or system. An issue is a problem that requires a reaction because it interrupts, or could interrupt, production. This problem type is more serious than an error or interruption that reported in an incident message.

In the list view, you can specify filter criteria to find and display issues. You can create new issues, edit the details of issues or delete issues with the status Completed.

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


You have created an issue for a service, self-service, business process or solution provided by SAP.


Display Issues

To display issues, specify filter criteria. Choose Find. The issues that satisfy the filter criteria are then listed.

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

Display and Edit Issue Details

To display the details, select an issue. One or more tabs then are displayed in the detail area, depending on the information available for the issue:

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

  • The Tasks/Recommendations tab contains the tasks for the issue. If you select the ID of a task, its details open.

  • The Linked Objects tab contains the objects (such as Expert-on-Demand) linked to the issue.

To edit the details of an issue, select the issue ID in the top list. The Details of Issue <issue ID> dialog box opens displaying several tab pages, depending on the settings in the Define Issue Settings common task. Here you can view the details and edit issues that have not yet been completed. For more information about the tabs in the dialog box, see Creating New Issues.

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 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.
Creating New Issues

You can create a new issue for a solution, a project, and so on.

  1. Choose Create. The Issue Details dialog box appears. Specify the priority, the due date, and a short description in the required entry fields (marked with a red star). You can also specify a topic and status.

  2. On the Description and Analysis tab pages, you can enter a detailed description and an analysis of the problem. You can upload one or more documents with a description of the problem.

  3. On the Context tab page, assign a context to the issue. This is the solution, project, project management project, business scenario, business process, and system.

    You can tag issues to flexibly group them as required. The tags are available for all users.

    Once you have specified a solution, save the issue. This calls the available context information. If the information is complete, choose Add. The context is displayed in the table below.

  4. On the Processing Information tab page, you can specify a task for the issue.

  5. On the Messages/Expert-on-Demand tab page, you can request an SAP expert, or team of experts. Choose Request SAP Expert. You can also assign a message under Service Desk Messages.

  6. On the Service Sessions tab page, you can assign sessions involved in an issue.

  7. On the Change Requests tab page, you can assign a change request that helps solve the issue.

  8. On the Processing Information tab page, enter editing information. Specify the processor responsible.

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

Using Microsoft Word to Edit Texts

From the Description and Analysis tab pages, you can start Microsoft Word to add formatting and graphics, such as screenshots, to the text. As an editor, Microsoft Word 2007 or higher is used that is installed on your computer.

To save the formatting or graphics in the issue, save the issue.

If you choose Plain Text Editor, the formatting and the graphics are removed.

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