How to create the perfect incident for Solution Manager Change Request Management component?
The Perfect Incident
When creating an Incident, be sure to include the following information when it is relevant to the issue:
System landscape: describe your system landscape, by mentioning system ID’s and client numbers of your system wherever applicable.
Ensure that it is clear exactly which system is encountering the reported Issue.
Software component versions: provide the software component versions including the SP (Support Package) levels for the system. (E.G. ST 710 SP 10)
Steps to reproduce: create a step by step description document which uses screenshots to illustrate the steps leading to the issue.
- Be sure to mention all relevant information, such as Transaction codes used, User data, and example data which can be used for reproducing the issue.
- Do not attach individual screenshots one by one to the incident. Instead use Microsoft Word or Excel as the main document and put the screenshots into a single file with instructions.
- Compressing the description document into an archive file is not necessary. Single files of up to 4 MB can be attached to Incidents.
Specific Sample Documents: Provide the Document ID number of any change document that is currently experiencing, or has previously experienced the described Issue.
- Also provide other relevant specific data like Transport Request ID numbers, Project names, Task List information, etc.
DUMP: If a DUMP is being encountered, export it into the .html or .txt format and attach it to the incident.
Performance issues: If the performance issue persists, try to reproduce the issue and trace it with transaction ST12, and attach the trace files into the incident. If ST12 transaction is not available, trace the performance problem with transactions SE30 and ST05 in parallel.
ST12 Trace: This integrates the ABAP (SE30) and the Performance (ST05) Trace into one transaction. The ST12 transaction for customer systems is delivered using the ST-A/PI add-on (standard add-on for service preparation).
Permissions for SAP Processors: To speed up processing of the Incident, ensure that any permissions which the SAP Processor might need during the investigation of the issue are granted, and explicitly stated in the text of the Incident.
- As per SAP policies, an SAP Processor cannot perform either a logon action, or take screenshots of a Customer system (for illustrating solutions to that Customer) without explicit permissions from the Customer.
- An SAP Processor also needs explicit permissions before test data or documents can be created on the effected Customer system.
The below template text can be Customised and inserted into the text of an Incident so that any of the above mentioned permissions are granted:
- "For the purpose of analysing and testing the described issue, I authorise logon to our system (specify the system) by the employees of SAP Support that are dealing with this Incident. I also authorize the taking of screenshots by the employee for the sole purpose of illustrating possible solutions to me for this issue. Finally, I authorise the creation of test data and/or documents (specify the test data/documents that the processor is permitted to create) during the course of the employee's investigations".
User Authorizations for analysis: If you grant permission to a SAP Support Engineer to logon and perform analysis of the effected system, ensure that the User provided in the Secure area has all of the Authorizations, Profiles, and Roles necessary to reproduce the issue.
User related issues: If the issue is relating to system Users, specify if only a single User encounters the issue, or if a group / all Users are encountering the issue.
- Specify Users that experience the issue, so they can be used for the purpose of analysis.
- If specific single Users are encountering the issue, create a copy of one of those Users on the system for testing and investigation purposes. Ensure to place the details of the newly created copy User in the Secure area, and inform the SAP processor that you have done this.
Web UI issues: If the issue involves elements of the Web UI, try to reproduce the issue while temporarily enabling the SU01 User parameter 'WCF_IGNORE_ENHANCEMT' with the value 'A'.
- Provide the results of this test in the Incident text. (I.E. was the issue still reproducible, or does the issue no longer occur when the parameter is enabled?)
ChaRM document issues: If the issue involves specific ChaRM document types (E.G. ZMCR, YMHF, etc.), enable the relevant standard document Transaction types (E.G. SMCR, SMHF, etc.) by making the necessary entries in Transaction code DNO_CUST04, and test the issue again using these standard document Transaction types.
- Provide the results of this test in the Incident text. (I.E. was the issue still reproducible, or does the issue no longer occur when using the standard ChaRM document Transaction types?)