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Issue Management problem monitoring is an interface between your support organization and SAP Support. SAP Support staff can coordinate their cooperation with you using this function by, for example, suggesting solutions for the problem. With this function, you can monitor problems (Issues and Top Issues) which were identified in a production business process or solution, and must be solved. You can trace the entire lifecycle of your problems (issues) and their solutions.

Prerequisites

  • You have assigned the required roles to the users, and created authorization object instances according to SAP Note 834534

  • You have a contingency contract number for Expertise on Demand requests

  • You may have created your own subjects, priorities and status for issues and top issues. For further information, see SAP note 1019583.

Process

  1. You, or an SAP support member, identify a problem in your solution which requires action (issue).

  2. You, or an SAP support member, create a new problem (issue), directly in the SAP Solution Manager Issue Tracking, or from a service. The SAP support member enters his recommendations to SAP Support Services.

  3. You contact SAP and order a support service which helps solve the problem (issue), from the problem (issue). The link between issue and service is retained.

  4. The SAP support member, or the support team, perform the service for your solution landscape, locally or remotely.

  5. During the service, the SAP support member updates the problem information in the Issue Tracking.

  6. You can analyze open problems.

  7. Implement the recommendations which you have received for the problems.

  8. Update the problem (issue) status in the SAP Solution Manager, and close it.