SAP Solution Manager Training

10/2020
Agenda
• SAP Solution Manager & ChaRM

• ChaRM Flow in SAP

• ChaRM process steps for SAP CoE BAA

1. Creating and updating Incident (IT support ticket)
2. Creating a Request for Change
3. Processing Change Document
4. Creating Transport Request (executing the change)
5. Triggering test execution
6. Reviewing Super user testing

• Reference Materials

2
Explore yourself and send your questions…

• You can have the opportunity to explore in test environment of SolMan (SMD 050)
• We plan a moment on Oct 29th 14h MYT to review FAQ
• If you need support before, we are happy to deliver. Send an e-mail to: *SAP COE
SolMan Team

3
Reference Materials

These links will assist you in the PPG SAP change/life cycle mgmt process
Three options to access the links:
1) Enter presentation mode on this slide and click on the link
2) Right click on the link and choose “Open Hyperlink”
3) Right click on the link, choose “Copy Hyperlink” and paste it in your browser

Links
• This presentation
• SolMan manual for Business Analysts (Normal Correction)
• SAP CoE Procedures and Standards in SharePoint
 Feel free to explore the SAP CoE site as well
• Functional Specs (FS) Standards

4
SAP Solution Manager (SOLMAN)
SAP Solution Manager - SOLMAN

• Definition: SAP Solution Manager is an application lifecycle management (ALM) platform

providing integrated content, tools, methodologies and access to SAP systems
• It helps you implement, maintain, run, and adopt all enterprise applications while supporting
business innovation, business continuity, and operations

6
CHaRM Flow in SAP

Create TR
Create Create Process Trigger Review
and
incident request for change execute test Super
(Ticket) change document execution User Test
the change
 CoE-IT CoE-IT
SU Funct A. GCM Overall PPG ChaRM process
mail
Normal CD via
Create Monthly Cycle
Incident Fiori Or
Confirm
Incident
Direct via urgent CD

mail mail
CD status CD status:
CD “back to
“Successfully Imported into
development”
mail tested” PROD
SMP Create/Adjust
Approval CD
RfC mail
Upload Test Authorize for
CD import
To be tested results
Create CD

Issue can
be resolved Verification
directly in if issue is
PROD By IT-CoE resolved
via
F-userID Import O

QUA Copy of
TEST Import Q
change Task

Change Task TEST Release of

DEV Change Task
Once a ticket is submitted
The incident document is picked by the IT SAP CoE Functional Analyst as per SLA and provide
an initial response as per the priority chosen
• Very High: within 1 hrs (additional communication with the issue-creator is required)
• High: within 4 hrs Feedback

Service
Service

Desk
• Medium: within 1 working day BAA Message Superuser

• Low: within 3 working days

Change
Change

Change Request Management

BAA/ Request PRD
Manager
Developer

Controlled transports

Super Correction
user/ Document Task
List QAS
Tester

Controlled transports
SAPCC Maintenance Cycle

DEV

• If a configuration/coding change is required:

 IT SAP CoE Functional Analyst will prepare a Request for Change (RfC) to be approved by a
Global Change Manager
 Once RfC approved, a Change Document (CD) is created
9
SOLMAN Documents- summary
 Incidents
o Document that identifies an issue or problem or a request for enhancement to PPG’s SAP configuration
o Primarily created by super users, but can be initiated by the SAP CoE
Super user  Create incidents using Fiori
o Priority of the incidents drives the reaction time of the SAP CoE. More to come on priority

 Request for Change

o Documents a specific change to a SAP object, form, or configuration item
o Created by the SAP CoE (Business Analyst)
o Contains the reason for the change and the functional specification
o Usually linked to an incident as well as to a change document
o Reviewed and approved by the global change manager (GCM)

 Change Document
o Used to log changes to specific business objects in SAP
o Documents the technical change objects (tables, ABAP, etc.)
o Created by the GCM
o Linked to the RfC and development tasks when applicable
o Tracks the life cycle of the change (creation  development  testing/approval  production import)
o Test results are tied to the change document
o Tracks approvals by the super users and GCMs

10
ChaRM process steps for SAP CoE BAA

1. Creating and updating Incident (IT support ticket)

2. Creating a Request for Change
3. Processing Change Document
4. Creating Transport Request (executing the change)
5. Triggering test execution
6. Reviewing Super user testing

Create TR
Create Create Process Trigger Review
and
incident request for change execute test Super
(Ticket) change document execution User Test
the change

11
ChaRM process steps for SAP CoE BAA

1. Creating and Updating Incidents(IT support ticket)

• Priority Setting

• Fiori is used to create Incidents by the Super Users

 Available to you as well

• Access Fiori and SOLMAN environment

• Finding and updating tickets in SOLMAN

Create Create Process Create TR Trigger test Review Super
incident request for change and execute execution User Test
(Ticket) change document the change

12
Priority Setting
Priority Setting

• Equates to the criticality of the incident

• Drives the reaction time of the CoE for incidents

• Tracked and monitored by the CoE

Let’s review these values…

14
Priorities and Solution manager

Super users must call when

raising “Very High” issues

Super users must be available

by phone to answer questions
and to verify that the issue is
resolved when asked

15
Fiori
Starting Fiori

• Copy this link into your favorites of your web-browser:

• Use: https://myapps.ppg.com
 Click “Ok” if you get any error pop-ups
• Example

• Only use this link incase you need support of

IT-SAP-CoE
Don’t use any of the other (still existing) options!

• Notice you can do this also from your smart

phone/tablet! This will give you the following
screen:
17
Home screen of SAP-Fiori-app
click on the ‘create incident’ tile

Depending on your role you might see

also other tiles but these are not
relevant for SAP-Incident Management

18
Select the incident type
always select Z1IN “IT Support Ticket”

You might see other incident types; please don’t use them!

19
Describe your incident by completing this form
 the fields with * are mandatory

Select your category via drop down

Describe your issue via key words
“Cannot release ProdOrder 95301

20
Select Category Level 1 : Select System (S4 HANA) and use the arrow (>) at the end to go to the next level
Level 2: SAP Stream/Support Team for the selected system
Level 3 : SAP module : select the module related to the support incident/request

At Level 3, just click on the category

(e.g. Production) to select it

Use of the arrow at level 3 shows

level 4 options which are not in use
at PPG

Note: Level 3 category is

displayed in Fiori

21
Describe your incident by completing this form
 the fields with * are mandatory

Click ‘Create’ to submit the And upload screenshots or

incident… supporting
Now describe documents
your issueif possible
as
Click “+” to select
clearly as possible a file to attach

Defineyour
Define in which system
priority as peryour issue is occurring: (from listing)
SLA:
Very ‘PSP’
TypeHigh fortoBusiness
select e.g. ‘System
blocking PSP without
issues 0020994219 500’ (for PSP-500)
workaround
High for business disruptive issues due to errors in system
Medium for business disruptive issues with workaround
Low for system changes to improve ongoing business processes
22
Once your ticket is submitted

• You will get a mail (with incident number)!

• You can go back to home of the Fiori app

• You can add extra info to incident; by using ‘My Incidents’ app
Select the incident you want to add info to

Or also notice the option to ‘Withdraw’ (or ‘Confirm’)

Here you can make some further comments or reply
to initial feedback of the IT-SAP CoE Funct. Analyst

24
Solution Manager
Accessing Solution Manager
Two ways to access SOLMAN
• SMP  Transaction SM_CRM

• Directly from your Internet Browser

• Link  SOLMAN

Create an Incident

26
Creating an Incident

Select the Incident Type

Choose Z1IN (support ticket) unless directed otherwise

27
Creating an Incident (continued)

Fields prefixed with “*” and/or highlighted in red are required

Use the drop downs when applicable to select the values
Category 1: Choose S/4 Hana
IT Operator: Enter your ID if you are going to work on the ticket
Solution Category: Click “Help” to see the definitions
28
Creating an Incident (continued)
Save the Ticket
Click “Save” to save the changes

Enter a description of the ticket

Can enter different text types by using the “Add Text”
drop down

Attachment: Attach files to the ticket

• Click Choose Files (Browse in the screen shot) to
find and select the files
• Select the file from the Pop Up and click “Open”
• Click Upload to attach the files to the ticket
29
Finding Incidents in Solution Manger
Finding Incidents

31
Finding Incidents (continued)

1. Type the incident number

or your ID into PPG IT
Operator
1

2. Press the ‘Search button’

3. Click on the listed

2
‘Incident ID’

The incident will be displayed, and you can edit and update it accordingly

32
Primary Incident Statuses
Status Definition
New Incident created; support analyst not assigned
Assigned Incident assigned to the support analyst (PPG IT Operator); work has not
started
In Process Support analyst is working on the incident
Pending Awaiting action; usually by the super user (Hold of UAT)
Hold status can also be 3rd party
Resolved Support analyst has resolved the incident; awaiting confirmation by the
super user
Confirmed Changes are confirmed; incident is closed - no further action can be taken

Cancelled Incident is cancelled; no further action will be taken

Forwarded Incident sent to another support team (rarely used anymore)
Transferred to Incident is now a project in Planview and will be tracked in Planview
PPM Incident is closed; no further action allowed
Note: SOLMAN statuses may contain additional descriptors as part of their status - e.g. “Assigned (Z1IN: IT Support ticket)”

33
ChaRM process steps for SAP CoE BAA

Creating a Request for Change

• Change an Support Ticket (Incident) into a Change Request

Create Create Process Create TR Trigger test Review Super

incident request for change and execute execution User Test
(Ticket) change document the change

34
Change a Support Ticket to a Change Request
1. Find and select an Incident

2. To create a Request for change from this incident click the button: CREATE FOLLOW-UP.
From the resulting pop-up window select whether your Request for Change is a Global RfC or a
Project RfC by selecting the corresponding transaction type.

35
Change a Support Ticket to a Change Request (continued)

Request for Change global

For a global Request for Change choose: Z1CR RFC GLOBAL

36
Change a Support Ticket to a Change Request (continued)

Request for Change project

For a Project Request for Change choose: Z2CR RFC PPM PROJECT

37
Change a Support Ticket to a Change Request (continued)

Click button Edit to switch to change mode

Enter the name of

Change Manager

Select an Approval
Procedure

Select a Change
Cycle

Scroll down to the assignment block: REQUEST for CHANGE SCOPE

38
Change a Support Ticket to a Change Request (continued)
Scroll down to the assignment block: REQUEST for CHANGE SCOPE

Click button “Insert”

Select from the dropdown list under

column
CHANGE CATEGORY the type of
change:
* ADMIN CHANGE
* URGENT CHANGE
* NORMAL CHANGE

39
Change a Support Ticket to a Change Request (continued)

Now click the button “Actions” at the top of the screen

Select from the ACTIONS dropdown list the action: SET REQUEST FOR CHANGE TO ‘VALIDATION’

40
Change a Support Ticket to a Change Request (continued)

Click button “Save”

Note: the status of the RFC has changed from CREATED to VALIDATION.
Note: when an RfC is in status VALIDATION a check needs to be carried out whether all required
information is present before sending it to the Change Manager for approval.

41
Change a Support Ticket to a Change Request (continued)

Select from the “Actions” dropdown list the action “Release for Approval”

Note: the status of the RFC has changed from CREATED to VALIDATION.
Note: when an RfC is in status VALIDATION a check needs to be carried out whether all required
information is present before sending it to the Change Manager for approval.
42
Change a Support Ticket to a Change Request (continued)

Click button “Save”

Note: the status of the RFC has changed from VALIDATION to BE APPROVED.

43
Change a Support Ticket to a Change Request (continued)

Note: the status of the RFC has changed from VALIDATION to BE APPROVED.

This was the last step in

creating the change
request.

After the change request

has been created, it is up
to the change manager
(GCM) to approve it and
create a correction
document.

Please see the manual

“Solman Manual BAA
(Normal correction),
starting at page 18, for
the steps performed by
the GCM
44
Change a Support Ticket to a Change Request (continued)

• Send E-mail to Change manager, copy to all applicable support team and all
change managers, e.g. below

45
ChaRM process steps for SAP CoE BAA

Processing Change Document

• Creation of the Change Document

• Executing the Change

Create Create Process Create TR Trigger test Review Super

incident request for change and execute execution User Test
(Ticket) change document the change

46
Creation of the Change Document

When the Change Manager approves the change request, the next step to
release the change request for development

This step creates the change document (CD).

The CD number is then linked to the change request

CD numbering identifies
the type of change

Number starts with

“3” – Urgent Change
“4” – Normal Change

47
Finding and Executing Change Documents in Solution Manager
Selecting your CD in SMP-050

1. Type the provide CD number

into ‘Document ID’

1 2. Press the ‘Search button’

3. Click on the listed ‘Change

3 ID’

49
Executing the Change

Once approved, the task of the BAA (support analyst)/developer is to execute the change

Click on “Edit” to start

50
Executing the Change (continued)

Select form the “Actions”

dropdown list Set To “In
Development”

Click button “Save”

Note: the status of the RFC has changed from CREATED to IN DEVELOPMENT.

51
ChaRM process steps for SAP CoE BAA

Creating Transport Request (executing the change)

• Executing the Change (continued)

Create Create Process Create TR Trigger test Review Super

incident request for change and execute execution User Test
(Ticket) change document the change

52
Executing the Change (continued)

Scroll down to assignment block: Transport Management

Click button “Transport

Request”

53
Executing the Change (continued)

Transport Request Pop Up Appears

Update the short description

Select the type of transport

request (workbench or
customizing)

Click Button “Create”

54
Executing the Change (continued)

Transport Requests Created

Details on
Landscape section
see page 22 - 24
of BAA MANUAL

Additional transport request tasks can be created if needed

55
Executing the Change (continued)

• The BAA/developer will complete the change in the development environment

When saving the change, choose the right transport no., based on the transport request which was created in the Change document.
Note: button Own Requests can help you to quickly identify the correct transport request number

56
ChaRM process steps for SAP CoE BAA

Triggering test execution

• Executing the Change (continued)

Create Create Process Create TR Trigger test Review Super

incident request for change and execute execution User Test
(Ticket) change document the change

57
ChaRM process steps for SAP CoE BAA
Readying the change for Testing
• The BAA/developer has completed the change in the development environment
• Go to transaction code <SE10> to release your task (Click button “truck”)

58
Executing the Change (continued)

Readying the change for Testing

• Next - Ready the change for super user testing
• Edit Change Document In SOLMAN: select “Tester” and choose action “Pass Normal Change to Test”

Click button “Edit”

Select a “Tester”

Click the button “Action”;

from the drop down list
choose “Pass Normal
Change to Test”

59
Executing the Change (continued)

Readying the change for Testing

• Provide testing guidance to the super user via “Test Instructions”

Click “Add Text” dropdown

Select “Test Instruction”

60
Executing the Change (continued)

Readying the change for Testing

• Provide testing guidance to the super user via “Test Instructions”

Enter the text instructions

for the super user to assist
in the testing procedures

Attachments with additional guidance or test scenarios can also be tied to the change…

61
Executing the Change (continued)

Readying the change for Testing

• Attaching documents
Scroll down to the
attachment section during
the scroll bar on the right

If necessary, click on the

“Attachments” to open the
section

Click on “Choose Files”

A file pop up will appear

Find your file and click
“Open”

Please note: After clicking “Open”, the file will be displayed even The file will be displayed
though it is not displayed in the screen shot on this slide and then click “Upload” to
attach the file
62
Executing the Change (continued)

Readying the change for Testing

• Attaching documents

Attached files are now

uploaded

To make changes to attached documents

• Please see pages 28 – 30 in the Solman Manual BAA document

63
Executing the Change (continued)

Status will be automatically set “To Be Tested”

Click button “Save”

This will trigger an email notification to the super user that a change document is pending their testing and
approval

64
Executing the Change (continued)

Confirmation of the Transports Moved to the Quality (Q) Environment

Scroll down to assignment

block: TRANSPORT
MANAGEMENT and take notice
that a transport of copies
has been created

Now wait for the batch job to

import the test copy of the
transport into Q

Note: you can check under assignment block: LANDSCAPE if the transport of copies has been
imported in the QAS-system

65
Executing the Change (continued)

Notify the Super User that the Change is ready to test

Scroll to the Text block and

click on the Add Text
dropdown list and select
“Test Report”

66
Executing the Change (continued)

Super User confirming test results

Super user enters text concerning

test report. Here it is also possible
to refer to additional attachments in
case they want to attach the
separate test case documentation
to the Normal Change

67
ChaRM process steps – Super User Testing and GCM actions

Reviewing Super user test

• The super users were instructed to reach out to you if issues are found during
testing
Create Create Process Create TR Trigger test Review Super
incident request for change and execute execution User Test
(Ticket) change document the change

Global Change Manager (GCM) Responsibilities

• The GCMs perform the remaining actions and steps once the super user has marked
the change document as “Confirm Successful Test”
• Please see pages 34 – 40 for more information on the GCM actions. Please note that
a batch job now updates the change document status to “Imported to Production”
after the transports are moved to production.

68
Explore yourself and send your questions…

• You can have the opportunity to explore in test environment of SolMan (SMD 050)
• We plan a moment on Oct 29th 14h MYT to review FAQ
• If you need support before, we are happy to deliver. Send an e-mail to: *SAP COE
SolMan Team

69
Reference Materials

These links will assist you in the PPG SAP change/life cycle mgmt process
Three options to access the links:
1) Enter presentation mode on this slide and click on the link
2) Right click on the link and choose “Open Hyperlink”
3) Right click on the link, choose “Copy Hyperlink” and paste it in your browser

Links
• This presentation
• SolMan manual for Business Analysts (Normal Correction)
• SAP CoE Procedures and Standards in SharePoint
 Feel free to explore the SAP CoE site as well
• Functional Specs (FS) Standards

70
Questions…
Incidents & Change Documents: Status Reference
Further info
Common Statuses for Incidents
Status Definition Status Definition
Assigned Assigned to a SAP IT team member New Ticket created; no action taken yet by the IT
CoE
Cancelled / Ticket is cancelled; no further action will
Withdrawn be taken On Hold Ticket is on hold
Completed For ER tickets, changes in production Pending Action by Super User required
Reason ID is Super User / UAT
Confirmed Changes confirmed; incident is closed
Resolved Ticket is resolved/fixed; no further action
Forwarded Ticket sent to another support team will be taken
IRT Initial reaction time for the ticket is/is To be Tested Changes are ready for testing
about to be exceeded based on priority
Transferred to PPM Ticket requires a PPM project for tracking –
In Progress Support Analyst is working on the ticket project ticket transferred to PPM
Waiting for import Approved; changes will move to production
MPT Time to resolve the ticket is or about to
on the next transport cycle
be exceeded based on SLA and priority
In Process Support analyst is working on the ticket

Note: SOLMAN statuses may contain additional descriptors as part of their status - e.g. “Assigned (Z1IN: IT Support ticket)”
73
Further info
Common Statuses for Change Documents (CDs)Statuses

Flow: Created  In Development  To Be Tested  Successfully Tested  Authorized for Production  Imported
into Production  Confirmed

Status Definition Status Definition

Authorized for Changes approved by the CoE GCM; In Development Program development is underway
Production awaiting transport to production
Successfully Tested Changes tested and approved by the Super
Completed For ER tickets, changes in production
User
Confirmed Changes in production and confirmed by To Be Tested Changes complete; awaiting testing by the
the Super User Super User
Created Change document created; no action yet Withdrawn Changes are cancelled; no further action to
taken by the IT CoE be taken
Imported into Changes moved to production; awaiting
Production confirmation

74
Super User – Roles and Responsibilities
Responsibilities / Duties
• SAP support for your department: 1st contact for end users
 Roll up your sleeves and dig into issues
 Work directly with SAP users – in person, phone calls with Skype, and emails
 When needed, simulate or re-create the issue in Q15

• Creation of issues and enhancement requests (via FL IT for larger initiatives) + testing / validation of the solutions for them
 Filter requests and make sure only relevant / value added requests are raised
 Work directly with SAP CoE for root cause analysis
 Coordinate and/or test changes via test scenarios to resolve issues or for enhancements

• Testing SAP changes impacting your function

 Global changes and upgrade projects

• Initiate authorization role requests via CP for your function

• Participate in Super User meetings organized by SAP CoE

 Get updates / training about new functionalities
 Share best practices and participate in global standardization efforts

• Inform your function about relevant SAP changes

• Train/Coordinate SAP users in your function Issues Support

 Significant changes and / or new hires Incidents tickets PPG SAP
SAP CoE IT
User Enhancem SAP Enh. / Projects
• Local batch job / interface monitoring (if applicable) requests
Businesses
Functions
Superuser SAP Support
Training Training 3rd party offshore /
RTC