Configure a Customer-Specific Transaction Type for Problem Management in SAP Solution Manager 7.1

  • by Prakhar Saxena, SAP Solution Manager SME, Capgemini India Pvt. Ltd.
  • February 6, 2013
Manager
SAP Solution Manager 7.1 IT Service Management has a new transaction type, SMPR, for configuring the Problem Management process to find out the real cause of incidents occurring due to the same problem. Problem messages assist in quick, easy ticket resolution during support. You can create a customer-specific transaction type for Problem Management via a standard wizard available in SAP Solution Manager 7.1, which reduces time to implement customized problem management for any specific customer. Learn how to customize SMPR as ZMPR so you can have custom-defined status values and other settings, and enable the support team to create a problem message as a follow-up activity to correct the underlying problem.
Key Concept

The new transaction type SMPR in SAP Solution Manager 7.1 can be used to configure Problem Management. Problem Management focuses on finding out the real issue for why one or more incidents occurred. An incident can be created manually or automatically via different ways specifying different issues, but behind all these issues can be a single problem for which you only have one problem message. This saves lot of effort and energy for support teams because instead of multiple teams working on several incidents, they work on a single problem ticket.

Problem Management is a central service point that enables centralized issue and problem resolution processing in multiple organization levels. Problem Management is tightly integrated via the Incident Management process of SAP Solution Manager, which is a centralized support channel with which all relevant stakeholders (e.g., end users, business users, key users, managers) of an incident are connected.

 

Solution Manager 7.1 offers several new features in IT Service Management (ITSM), including Problem Management, which is used to correct the source of issues. Typically in ITSM whenever there is an issue a user posts a message that goes to the central service desk for resolution, where a central support team processes it. This is the Solution Manager Incident Management functionality. For example, a user facing an authorization problem in SAP ERP Central Component (SAP ECC) posts an incident that is routed to Solution Manager automatically and the support team is assigned for the issue resolution.

 

If several issues are reported that correspond to the same problem for which further detailed analysis is required, and you don’t use Problem Management, you have to resolve all the tickets one by one. This requires more time and resource investment for resolution. If you have Problem Management in place, a problem message is created out of an incident and the related incidents will be linked and locked for further processing.

Prakhar Saxena

Prakhar Saxena is an SAP Solution Manager-certified consultant with more than six years of experience. He currently works with Capgemini India Pvt Ltd as an SAP Solution Manager SME and is involved with SAP Solution Manager Implementations and upgrades across the world for various clients. He has worked extensively with Project Management, Test Management, Solution Documentation Assistant, Service Desk, and Change Request Management. He has also built proof of concepts (POCs) and demos for various companies around the world.

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