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In continuation to my previous blog, Problem Management is the new capability available from Solution Manager 7.1 version onwards.

This helps to identify the real issue behind several incidents corresponding to same major problem. For e.g. we visit a doctor and suffering from cough and cold with fever, doctor performs his analysis, test or finds root cause of it and informs us it’s a Viral Infection.

Thus, Problem Management is a process by which Support Team can identify and then resolve the root cause of the similar incidents.

The SAP standard transaction type for Problem Management is SMPR and it has the same status profile like we have for SMIN or Incidents.

As a process we can integrate problem management with incident management process. Typically, End User post incident incase of facing issues which can be SAP or Non SAP. Support Team is identified to resolve it. In case, if deeper analysis is required and also it is cause of many other incidents, Support Team member or Message Processor can create a problem ticket.

Creation of Problem Ticket as a follow up from incident will also link up the incident to problem ticket. In the below screenshot, we can see if we click “Create Follow-Up” button a pop up appears and allows to create a problem ticket.

Click on the SMPR or Problem, system will create a new Problem Ticket as shown below.

Well we can see here plenty of fields copied from incident automatically to problem message or ticket. This enables the person who is going to work on this Problem with all the details like relevant system, issue reported via incident etc.

In addition system creates a relationship with related incident and this is visible in the Related Incident section for the problem.

There is another great feature here that we can lock the incident so that extra efforts for the other Support Team will be saved and only one concerned person will work on the problem message.

To lock an incident click on Edit List button and choose the incident. Now click on the Lock option and you will notice incident is locked.

Thus now Problem Management Support Team member can work upon the problem ticket and resolves it followed by incident resolution as well.

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8 Comments

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  1. Jansi Rani Murugesan

    Hi,

    Thanks for shairng.

    Just would like to know, for problem managment would work automatically? we dont required any SPRO tasks like copy control? since in the above you mentioned the details n problem ticket automatically comes from incident. no need any spro task for enabling integration between problem management and incident management.

    if we need any spro activity, could you please share some of the inputs here regarding, that would be helpful further.

    Regards,

    Jansi

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    1. Prakhar Saxena Post author

      Hi Jansi

      The way you configure SMIN similar way you have to configure SMPR which means it is as per customer requirement and process you have configured.

      If you are using standard transaction types most of the settings will work but if you using Z* transaction type it won’t so it depends how we configure for any customer or requirements

      hope it clarifies your doubt

      Regards

      Prakhar

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      1. Shahul Hameed

        Hi Jansi / Prakhar,

        I appreciate if you have figure out how to configure Problem Management, to update all Incident statuses (which are locked into a problem ticket), by updating Problem status.

        I am still searching for this, but i am not getting any clues.

        I am on SOLMAN 7.1 SP10, and using customized ZMIN and ZMPR.

        Thanks in advance

        Shahul

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        1. Jose Cabrita

          Hi Shahul,

          Did you get an answer for your question? I’m trying to figure out how to trigger Incident statuses to different values when Problem ticket is updated.

          I cannot see any evident activity in transaction SPRO –  SAP Solution Manager IMG – SAP Solution Manager – Capabilities (Optional) – IT Service Management to perform those changes.

          Thank you very much in advance for any useful information.

          Regards,

          Jose Cabrita

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          1. Shahul Hameed

            Hi Jose,

            Glad that you asked. Actually, this feature is not delivered as part of SAP standard. You need a CRM developer to assist you on this development.

            We have done the following (thru coding), when a Problem is updated, the following are updated to the incidents:-

            1. Status

            2. Attachment

            3. Knowledge Article (KA)

            4. Text description (but this still has some issues, we are still working on it).

            Its sad that these basic functionalities are not provided by SAP out of the box, but expect them to be developed ourself… hmmmm…

            Regards

            Shahul

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  2. Deena Govender

    Hi Prakhar

    Thanks for the blog, very informative. Quick question, when you lock an incident in status new to a problem and you close the problem, it does not close the incident. Is this a SAP standard feature. Only incidents in status in process and above is closed.

    Regards

    Deena Govender

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