Create Issue/Top Issue Directly

Use

You want to create a Top Issue/Issue.

Prerequisites

You have:

●      created a solution

●      assigned the required roles, and created authorization objects according to SAP note 834534.

●      set up SAPconnect in the IMG (transaction SPRO), if you want to send E-Mails.

●      configured the CRM Survey Suite and the CRM Application Tool (CAT) Server, in the IMG (transaction SPRO), if you want to use the Feedback functionality.

●      installed the Adobe Document Service (ADS) and configured it in the IMG (transaction SPRO), if you want to generate the Issue Summary as a PDF document:

○       set up http connection to external server

○       activate the service

Procedure

Create Top Issue

...

       1.      Choose the transaction SOLUTION_MANAGER.

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

       3.      Choose Continuous Improvement → Top Issues, in the Operations area.

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

       4.      Choose Create Top Issue.

You go to the Top Issue Maintenance screen.

       5.      Enter the required data.

       6.      Save your data.

Create Issue

You can connect issues to service sessions.

...

       1.      Choose the transaction SOLUTION_MANAGER.

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

       3.      Choose Continuous Improvement → Issues, in the Operations area.

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

       4.      Choose Create Issue.

You go to the Issue Maintenance screen.

       5.      Enter the required data.

○       Description tab.

You can replace the template with your own problem description.

○       Context tab

Assign your (top) issue to a detailed Solution Context:

                                                  i.       Choose business process, business process step and/or system.

                                                ii.       Choose Add.

The selected context appears in the table below. If the issue was created in a session, the session appears.

○       Recommended Tasks tab

■       Assign tasks to your issue

■       You can assign issues to your top issue

○       Messages/Expertise on Demand tab

■       You can request an SAP expert here

○       Service Sessions tab

You assign the created session to the issue.

○       Change Requests tab

You can assign change requests to the issue.

○       Processing Information tab

You see important data about the workflow of your issue, e.g. the processor.

You can send change messages when you change attributes, e.g. processor.

       6.      Save your data.

The issue ID is in the procedure data.

The system generates the issue ID.

       7.      Go back to the initial screen.

Result

The issue created appears in the issue list.

You can:

...

●      assign tasks to the issue.

●      order a service for it from SAP.

●      request an SAP expert.

●      print out a summary report in HTML or PDF format for one issue, with Summary.

●      fill out the SAP feedback form with the Feedback link. You can analyze the feedback form with the CRM Survey Suite or the Issue Reporting.

●      process your issue further in expert mode, and close it if possible.

When you have closed your (top) issue, you cannot reopen it.