Procedure for Key Users

Procedure for Key Users
Incident management – key users
www.bg.atos.net
Version 3.0 English / 31.07.2014
Signatories
Person responsible
Date / Signature
Created by
Teodora Stoyanova
31.07.2014
Checked
Nataliya Chakarova
31.07.2014
Approved
Stela Ilieva
31.07.2014
Table of Contents
1.
Introduction ........................................................................................................................................... 3
2.
Create a message for the incident ......................................................................................................... 3
2.1
Create a message directly from SAP ............................................................................................. 3
2.2
Create a message through the Browser ......................................................................................... 6
3.
Monitoring of messages status ............................................................................................................ 11
4.
Personalization of panel My Message – Reported By Me .................................................................. 15
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1. Introduction
An incident is any unplanned interruption or reduction in IT service quality. The aim of incident
management is to ensure timely the normal functioning of the services provided by the IT
organization in order to reduce negative impact on the business. Incidents are classified by
priority (optional), or by urgency and impact on the business processes. This categorization is
necessary for determination of the person responsible for solving the incident and subsequent
analysis. If the incident cannot be resolved in the required time, the responsible person can
escalate to another team with the appropriate skills, and the appropriate level of management.
When the incident and the offered solution are successfully tested, the incident is closed.
The Incident management tool is crucial for keeping record of and managing information about
the incident.
SAP Solution manager is a simple, high-quality and reliable tool that supports the entire process
of incidents management.
2. Create a message for the incident
Create a message for the incident - support request (text referred to the message) is the first
step in the incidents management. Messages can be created by users with the appropriate
authorization - key users.
Messages can be created in two ways - directly from SAP on the screen where the incident
occurs or from the transaction for creating a new message in the Solution Manager.
2.1 Create a message directly from SAP
Directly from SAP (Fig.1):
- Double click on the SAP field opens a pop-up window
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Fig.1
- In the pop-up window (Fig.2) should be entered detailed information about the incident (SAP
component to which the message is related), short description, priority and detailed description
of the incident.
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Fig.2
-
If you have a document that further explains the problem you can add it as an
attachment to the message (Fig.3).
Fig.3
-
Save the message after the incident details are entered (Fig.4)
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Fig.4
- If the message is saved successfully the following information window pops up (Fig.5).
Fig.5
When the message is successfully stored, the system sends an e-mail to the support team to
resolve the specific request according to the SAP component (this is determined by the SAP
components incorporated in the header of the support message).
2.2
Create a message through the Browser
Prerequisite: You have to add in PC directory
C:\Windows\System32\drivers\etc\hosts the following row:
95.158.146.73
sofsrv04.bgsof.bg
Please open the browser and type the following address to log to the web application:
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https://sofsrv04.bgsof.bg:1443/support
Fig.6
Enter your credentials (Fig.6) – user name and password, and select “English” language. After
completion of the data on the screen press button Log on.
The following screen opens:
Fig.7
The selection of “Create Incident” button on the screen (Fig.7) opens a window to create a new
message (Fig.8).
Enter a short description of the incident that you want to report (mandatory). Select the level of
business impact which this incident has (mandatory).Select the level of urgency of the incident
(mandatory). Impact and Urgency together will determine the priority of the incident message.
Enter a long description of the incident as detailed as possible. If another person should be
involved in the incident resolution, specify them as “Contact Person”.
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Fig.8
When the form is completed select the button “Next” from the navigation row of the screen or
choose the next item – number 2.
Fig.9
Enter the object in which the incident occurs (Fig.9). It could be a system, an application or any
IT object.
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You can search by equipment number, description, or other values, in the “Configuration item”
field.
Go on the next item or Select Categorization (Fig.10):
Fig.10
On this screen (Fig.11) you can select “SAP Component” (optional).
Fig.11
Go on to the next item “Add Attachment” (Fig.12).
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Fig.12
Upload any attachment file (MS Office files, graphics, etc.) which will help the IT support to
identify and understand your incident.
To give a reference which might be relevant for the resolution, create a link with the “URL”
button.
With the next step – “Confirmation” the message will be displayed before for final check
(Fig.13).
Fig.13
You should check the filled in information. It can be easily edited with button “Previous” which
allows reverting to previous screens.
In order to confirm the created incident and send it to support team, press button “Confirm and
Send” (Fig. 14).
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Fig.14
The system shows you the initial screen where you can see the created message under status
“Open” and user status “Sent to support” - in the table below (Fig.15).
Fig.15
3. Monitoring of messages status
Detailed information for messages and current statuses is visible in panel “My Messages –
Reported By Me” (Fig.16). In this screen are recorded all messages created by an user. They
can be categorized by menu Status.
Statuses:



Open and closed – display all incidents
Open – only open incident
Closed – only closed incident
The incident can be tracked depend on it user status. The following statuses are possible:
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






Sent to support – the new incident is created and the analysis on it has not been started
yet;
In Process – the analysis has been started;
Proposed solution – the solution has been sent to the Reporter
Author action – waiting for customer (reporter) action
Confirmed – the solution has been confirmed by Reporter
Withdrawn – the message is withdrawn by reporter
Forwarded – forward to another consultant
The message can be opened for overview by clicking on it.
The button “New” allows the user to create a new message from this screen.
With the button “Edit” the incident’s priority can be changed in urgent cases or additional
attachments can be added.
Fig.16
After editing of the message the button “Save and Replay” (Fig.17) opens a screen (Fig.18) for
additional information related to the message.
Fig.17
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Fig.18
With “Send Replay” (Fig.18) the information will be recorded in the message and is visible for
the Message processor.
Fig.19
When a solution has being proposed and the user agrees with it, the message has to be
confirmed with the “Confirm” button (Fig.20). After confirmation the system will close the
message and the user will not be able to make any more changes.
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Fig.20
The status of message is changed to Closed – user status Confirmed (Fig.21).
Fig.21
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4. Personalization of panel My Message – Reported By Me
The table in panel My Message – Reported By Me can be personalized with button
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personalized.
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Fig.21
In the pop-up screen (Fig.21) the columns can be set up depending on the key user’s need. They can be
easily added or removed by two buttons for movement. The adjustments have to be saved with the
relevant button “Save”.
Export to Spreadsheet is possible with the following button
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(Fig.22)
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.
Fig.22
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