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The person reporting the problem and the support employee can communicate directly in the Incident Management work center.

If an internal solution database is installed, the support employee responsible can switch to expert mode and enter symptoms in the solution database, to process the problem and search for solutions. He or she can also search for SAP notes in the SAP Service Marketplace. If the support employee does not find a problem solution, he or she can forward the support message to subsequent support units, or to SAP Support, and monitor the progress of processing, in Incident Management.

Prerequisites

  • Incident Management is configured for the Solution Manager using the configuration guide.

  • You have set-up the criteria by which an incoming support message is assigned to a support unit, e.g. priority, category, region of creator, in the Incident Management customizing. By default, the system assigns the support message to the support unit for its SAP component. For more information, see SAP Hinweis 616946.

  • You are authorized for your tasks as problem reporter or support employee in Incident Management. For more information, see   http://service.sap.com/instguides   SAP Components  , in the SAP Solution Manager security guide, in the SAP Service Marketplace.

Process

  1. The customer or user creates a support message in one of the following ways:

    • In the Incident Management work center, using   Common Tasks -> New Message  

    • In an SAP system with SAP GUI, with   Help -> Create Support Message  , in the menu of a transaction

  2. The system automatically gets the system data for the support message.

  3. The support message is displayed in Incident Management.

    1. The system automatically assigns the support message to the appropriate support level, for example, by SAP component, priority or support message category.

    2. The system automatically determines the associated business partners, for example, customer, key user or support team.

    3. The system creates a service process in the SAP Solution Manager.

    4. If you have customized accordingly, the system checks whether the installation and requester already have contracts. Such a contract can, for example, contain a Service Level Agreement (SLA), in which the customer has been guaranteed certain levels of service, for example maximum response times.

      If there is a contract, the support employee chooses the relevant contract item, for example, Support, Consulting or Development.

  4. A member of the support unit responsible enters him or herself as the support employee in the support message.

  5. The support employee searches for a solution to the problem described by the problem reporter. He or she can switch to expert mode and search the customer solution database, if there is one.

  6. The support employee searches the SAP Service Marketplace for SAP notes.

    If the support employee finds a suitable SAP note, he or she assigns it to the support message. You can import and test SAP notes with code corrections, directly into the development or test system, using the SAP Note Assistant. After testing, the changes are transported to the quality assurance and production systems. You can discard unwanted changes using the SAP Note Assistant.

  7. If the support employee does not find a solution on SAP Service Marketplace, he or she will create an internal memo with the measures taken to find a solution, in the support message, and forward it to subsequent support units, if required.

  8. If the next support unit cannot solve the problem either, the support employee adds an Info for SAP to the support message, and forwards it with its attachments to SAP Support (SAP Support Portal).

  9. SAP Support processes the message and sends it back to you, with a proposed solution or a further question, and an updated status.

    You can monitor the status of the support message in Incident Management.

  10. The person responsible in the internal support organization, for example, the Customer Competence Center, tests and evaluates the proposed solution.

  11. The person responsible in the internal support organization confirms the solution and calls up the positive call closure questionnaire.

  12. The problem reporter tests and confirms the solutions, or responds to the solution if his problem is not solved or not solved completely yet.

  13. If there is an internal solution database, the support employee formats the solution to make it available to other support staff.