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Change Request Management Configuration and Upgrade Guide

Applicable Releases: SAP Solution Manager 7.1 SP 03 (onwards)

SAP Solution Manager Scenarios: Change Request Management

Version 1.1 January 2012

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Document History
Document Version 1.1 Description Updated version, including additional topics/detailed information about 1.00 Copy Control for Partners Publishing of Saved Searches Creating customer UI configuration Defining mandatory fields Creating system wide text-templates Information about migrating customer fields Useful Notes updated

First official release of this guide

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Table of Contents
1. General Information............................................................................................................. 1 1.1 1.2 2. Change Request Management Overview .................................................................... 1 Chapters Overview ....................................................................................................... 2

Standard Configuration ...................................................................................................... 3 2.1 Check-Prerequisites ..................................................................................................... 3 2.1.1 2.1.2 2.1.3 2.2 2.3 Required Activities ........................................................................................... 3 Basic Configuration SAP Solution Manager .................................................... 3 Piece List Activation ......................................................................................... 5

Implementation of Notes ............................................................................................... 6 Copy Transaction Types ............................................................................................... 7 2.3.1 2.3.2 Copy Transaction Types via Report ................................................................ 8 Manual Copy .................................................................................................. 12

2.4 2.5

Automatic Configuration ............................................................................................. 12 Manual Configuration ................................................................................................. 13 2.5.1 2.5.2 2.5.3 2.5.4 2.5.5 2.5.6 Transport Management System .................................................................... 13 Authorizations ................................................................................................ 14 Business Roles and Authorizations ............................................................... 14 Create a SAP Solution Manager Project to activate Change Request Management .................................................................................................. 15 Managed System information (IBase) ........................................................... 25 Master Data ................................................................................................... 26

3.

Additional Configuration .................................................................................................. 33 3.1 Additional Functions ................................................................................................... 33 3.1.1 3.1.2 3.1.3 3.1.4 3.1.5 3.1.6 3.1.7 3.1.8 3.1.9 CRM Field Customizing ................................................................................. 33 Approval Procedures ..................................................................................... 38 Scope Assignment Block ............................................................................... 42 Transport Management Assignment Block .................................................... 44 Landscape Assignment Block ........................................................................ 46 Project, Solution, Document & Test management Assignment Block ........... 47 SAP WebClient UI Configuration & Personalization ...................................... 49 Adding Custom Actions to the SAP WebClient UI ......................................... 49 TREX Set-up .................................................................................................. 50

3.1.10 Support Team Determination (optional) ......................................................... 50 3.1.11 Multilevel Categorization ................................................................................ 50 3.1.12 Publishing of Saved Search ........................................................................... 51 3.1.13 Create a system wide text Template ............................................................. 51 3.1.14 Create customer specific UI configuration ..................................................... 53 3.1.15 How to define mandatory fields ..................................................................... 56 3.2 Customer Specific Setup ............................................................................................ 58 3.2.1 3.2.2 3.2.3 3.2.4 Transaction Type ........................................................................................... 58 Text Determination Procedure ....................................................................... 61 Partner Determination Procedure .................................................................. 65 Status Profile .................................................................................................. 66

3.2.5 3.2.6 3.2.7 3.2.8 3.2.9 3.3

Date Profile .................................................................................................... 68 Action Profile .................................................................................................. 69 Number Ranges ............................................................................................. 71 Assign new transaction types to Change Request Management .................. 72 Integration with other Processes (Copy Control) ........................................... 73

3.2.10 Notifications ................................................................................................... 75 Example Use Case: How to enhance the standard workflow .................................... 76 3.3.1 3.3.2 3.3.3 3.3.4 3.3.5 3.3.6 4. Step 1: Status Profile ..................................................................................... 76 Step 2: Actions ............................................................................................... 77 Step 3: Conditions .......................................................................................... 78 Step 4: Create new condition ......................................................................... 81 Step 5: Define Status Attributes ..................................................................... 86 Optional: ChaRM Actions & Conditions ......................................................... 86

Upgrade .............................................................................................................................. 88 4.1 Overview ..................................................................................................................... 88 4.1.1 4.1.2 4.2 4.3 Transition phase ............................................................................................ 88 Upgrade Roadmap......................................................................................... 89

Options to take over open transactions ...................................................................... 90 Configuration Comparison (7.0 <> 7.1) ...................................................................... 91 4.3.1 4.3.2 4.3.3 4.3.4 4.3.5 4.3.6 4.3.7 4.3.8 4.3.9 Overview Status Profiles ................................................................................ 91 Overview CRM PPF Actions .......................................................................... 94 Overview ChaRM-Actions .............................................................................. 98 Overview CRM PPF-Conditions .................................................................. 100 Overview ChaRM-Conditions....................................................................... 102 BadIs in Change Request Management ...................................................... 105 Searching old transaction types in Web Client ............................................ 105 Copy Control ................................................................................................ 107 Categorization & Subject Profile .................................................................. 108

4.3.10 Customizing Approval Settings .................................................................... 108 4.3.11 Remote Connectivity for Managed Systems................................................ 110 4.3.1 5. Migration of Customer specific fields ........................................................... 111

Background Jobs ............................................................................................................ 112 5.1 Which Jobs are relevant for Change Request Management? ................................. 112

6.

Troubleshooting .............................................................................................................. 113 6.1 6.2 Useful SAP Notes ..................................................................................................... 113 Known Pitfalls & Resolution ...................................................................................... 113

7.

Additional Resources ...................................................................................................... 123 7.1 7.2 7.3 IT Service Management ........................................................................................... 123 Change Request Management ................................................................................. 123 Web Client UI Framework ........................................................................................ 123

Change Request Management Configuration Guide

1. General Information
This guide describes the configuration of the Change Request Management with SAP Solution Manager 7.1.

1.1 Change Request Management Overview


In today's distributed environments, comprehensive change control management plays a crucial role. With standardized processes, methods and tools, it ensures high transparency and continuous quality of the change processes, during the entire application life cycle. Change Request Management comes with a predefined set of workflows and processes, which are all compliant to the recommendations provided by the IT infrastructure library (ITIL). This will support you when trying to setup an ITIL compliant change management process in your company. Change Request Management coordinates all changes in a software landscape, to ensure that changes do not conflict with each other. It also ensures that changes are made without disrupting the ongoing business. This results in improved quality of the software landscape, higher availability of IT solutions, and lower total cost of ownership. Change Request Management ensures that the performed changes remain transparent and traceable. Change request management enables you to manage your Solution Manager projects (maintenance, implementation, template, and upgrade) from end to end: starting with change management and project planning, to physical transports of changes from the development environment into the productive environment. The processes supported by change request management includes urgent corrections for implementing fast and direct changes in the productive environment, and activities for maintenance projects, and implementation, upgrade, and template projects. Cross-system and cross-component changes are supported and secure by sophisticated functionalities. Change request management offers a lot of benefits, like ensuring a comprehensible documentation of planned and implemented changes and their consequences. By having a tight integration with the SAP transport management system, it guarantees a complete coverage of change requests to technical transports. This will also result in a consistent documentation of all change requests, which makes it easy to comply with compliance auditions. By using this infrastructure and toolset the efficiency of change management projects will improve significantly. The usage of preconfigured workflows and holistic change processes will not only reduce the workload of IT specialists, but also minimize business disruptions finally resulting in reduced costs. This approach will help you to increase the transparency of your solution, make it easier to get an overview and help to achieve a higher quality of changes. With Change Request Management, SAP delivers an end-to-end solution that comes with no additional license costs and that is already available on your SAP Solution Manager. Benefit from the tight integration in SAPs Application Lifecycle Management and make Change Request Management to the change management tool of your organization.

Changes and Enhancements with the new Release The Change Request Management scenario in SAP Solution Manager 7.1 comprises various new functionalities which are based on SAP CRM 7.1 IT Service Management. It includes the web-based user interface SAP Web Client which replaces the SAP GUI transactions CRMD_ORDER and CRM_DNO_MONITOR. SAP WebClient is the new main workplace of all user groups in Change Request Management. The Work Center Change Management is still available in SAP Solution Manager 7.1 SP01 and could be used. February 2012 1

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The SAP ITSM functions have been developed on new object types, so that it was necessary to have new transaction types for Incident and Change Management. The former SDCR, SDHF, SDMJ etc. based documents cannot be displayed or processed in the SAP WebClient. Therefore, new transaction types (SMCR, SMMJ, SMHF, SMAD, SMCG, SMTM) are introduced. They replace the transaction types SDCR, SDHF, SDMJ etc. which were used in the Change Request Management Scenario in SAP Solution Manager 7.0.

1.2 Chapters Overview


Chapter 2 provides information about the standard configuration of Change Request Management. This includes detailed information about the guided procedure within SOLMAN_SETUP. After completing this chapter, the standard Change Request Management functionalities have been configured in your system. Chapter 3 provides detail information about additional functionalities and configuration options of Change Request Management. The chapter is divided into two main sections: Additional Functionalities covering standard functionalities that are used by Change Request Management and how they can be configured. The area Customer Specific Setup contains an overview, how the standard process and workflow of Change Request Management can be adapted to your individual requirements. Chapter 4 is the upgrade chapter providing a detailed overview of all the things that have been changed in Change Request Management between 7.0 and 7.1. The chapter contains a detailed comparison of configurations and technical details between the two releases - this shall guide you through the transition phase (e.g. from SDCR to SMCR). Chapter 5 provides a quick overview about background jobs of Change Request Management. Chapter 6 covers a list of useful SAP Notes in the area of Change Request Management and gives an overview about known pitfalls from other projects and their resolution. Finally, Chapter 7 contains a list of additional resources for Change Request Management, IT Service Management and the SAP Web Client User Interface. Those resources are especially important when you want to get more information on the topic, e.g. in regards to UI enhancements or the functionalities of IT Service Management in general.

Prerequisite for the configuration of the Change Request Management is an installed SAP Solution Manager 7.1 SPS 3. For more information, please see the SAP Solution Manager Installation Guide available in SAP Service Marketplace.

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2. Standard Configuration

SAP Solution Manager provides a setup procedure for the IT Service Management topic, including Change Request Management. This setup procedure will guide you through the setup of SAP Solution Manager in general, as well as the different scenarios. You can access the procedure via transaction SOLMAN_SETUP and reach the IT Service Management area in the menu on the left by clicking IT Service Management. This area is further divided into Incident & Problem Management and Change Request Management. This chapter will guide you through the different setup steps and describe some of the important activities more in detail.

2.1 Check-Prerequisites
2.1.1 Required Activities
Before you get started with the setup of the Change Request Management scenario you need to make sure that the SAP Solution Manager is correctly installed. SAP provides a number of installation guides for different Operating System and Database combinations. The guides can be accessed via the SAP Service Marketplace: http://service.sap.com/instguides

2.1.2 Basic Configuration SAP Solution Manager


Before starting with the Basic Configuration of your Solution Manager system you should read the documentation and initial descriptions available in the Implementation Guide (transaction SPRO). Therefore, navigate to SAP Solution Manager Implementation Guide SAP Solution Manager Basic Configuration Basic Configuration: Guided Procedure

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Change Request Management Configuration Guide

Via the transaction SOLMAN_SETUP, you start the initial configuration of the SAP Solution Manager system. In the navigation area on the left, you can access the following guided procedures which contain configuration steps relevant for the Change Request Management scenario: System Preparation: In this guided procedure, you make settings preliminary for the Solution Manager Configuration, such as creation of dialog users with the required authorizations, implementation of the central correction note and web service configuration. Basic Configuration: This guided procedure leads you through all configuration steps which you must perform to enable basic scenarios in the SAP Solution Manager. As part of the basic configuration, you set up the connection to SAP, schedule relevant background jobs and activate piece lists which contain important settings, such as standard customizing. Managed System Configuration: In the Managed System Configuration, you connect satellite systems to the Solution Manager via RFC. This is important since Change Request Management requires a READ, TMW and TRUSTED RfC to every Managed System/Client. In order to ensure that Change Request Management works perfectly with Managed Systems a minimum SP Level is required. Please check SAP Note 907768 for further details.

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Please, confirm you have successfully performed those three configuration steps according to the guided procedure documentations! In addition to the Basic Configuration you can run now the Basic Configuration for Change Request Management

2.1.3 Piece List Activation


The activity in Check Prerequisites will check whether the piece list of IT Service Management, containing all the standard customizing for Incident-, Problem- and Change Management, was imported correctly.

More Details regarding the Customizing Piece List


The Standard Customizing of Change Request Management and all other IT Service Management relevant areas is delivered via a so called customizing piece list. This piece list needs to be activated as part of SOLMAN_SETUP and will copy the standard customizing from Client 000 into the working client. Activating the piece list again will overwrite all existing standard customizing with the content of the piece list therefore it is strictly recommended to copy all transaction types into the customer namespace, before starting to use Change Request Management on customer site.

The existing BC-Sets of Change Request Management are not supposed to be activated within a 7.1 system, since they are replaced by the customizing piece list!

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2.2 Implementation of Notes

The next step of the setup procedure covers the download, import and post processing process for some important Change Request Management Notes. It is highly recommended to implement the latest Notes in order to make sure that all Change Request Management functionalities are running correctly. Besides the recommended mandatory SAP Notes, there are additional optional notes that contain further bug fixes, that might not be required by all customers. Most of those notes are for some specific Change Request Management scenarios.

Additional Information reg. Note Implementations and Basic ChaRM Configuration


Before you start to configure Change Request Management please review the according Master Note that fits to your SP Level and implement the latest version before moving on with configuration. 1606456 Master Note for Change Request Management ST 7.1 SP3 1574224 - General note for Change Request Management ST 7.1

To reach the basic configuration for Change Request Management call transaction SPRO and navigate to SAP Solution Manager Implementation Guide SAP Solution Manager Capabilities (Optional) Change Management Basic Configuration This area contains four individual tasks:
1. 2. 3. 4.

Transport Management System Activate Integration with Change Request Management Set up Authorization and Work Center Navigation Activate Solution Manager Services

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2.3 Copy Transaction Types

One of the most important activities (and time consuming in the past) was the copy of the transaction types into the customer namespace. This activity is so important because once you would start to customize the standard delivered processes, by overwriting and changing the standard your entire customizing might get lost, in case SAP would deliver new customizing via the piece list with an upgrade. By copying all the profiles

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and settings into the customer namespace, you ensure that these settings will be save, even when doing an upgrade or implementation of an service pack. Also you can keep the SAP standard workflows as a reference, so in case of an error in your workflow you can check if the same error happens in the SAP standard workflow and like this easily determine if the issue is caused by customizing or any custom specific setup or if it is a general problem.

2.3.1 Copy Transaction Types via Report


As part of step 3 in SOLMAN_SETUP for Change Request Management there is a link to a copy report to copy the standard transaction types into the customer namespace. Please make sure to activate the piece list, so the standard customizing is implemented correctly, before copying the transaction types. Please ensure that when you copy into your namespace you only exchange the first character of the Transaction Type, e.g. SMCR to YMCR or ZMCR. Changes of more than the starting character could cause issues in the phase controller and will require a significant amount of manual customizing effort, which is not recommended at all.

2.3.1.1

Scope:

The transaction AI_CRM_CPY_PROCTYPE provides the following functions Copies a transaction type into customer namespace o The copy includes almost all relevant entries including Status Profile Action Profile Data Profile o The usage of an transaction type is not be copied, these settings must be made manual DNO_CUST04 Usage in SOLAR01/02 and test workbench Update a already copied transaction type Display and transaction type 8

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All customizing which is created with the transaction will be stored on a transport request depending on the client settings (SCC4) All entries which are created are written to a log, which is used by the update logic and can be displayed by transaction AI_CRM_CPY_PTYPE_LOG.

2.3.1.2

Function in Details

Copy transaction type

1. Select a source transaction type using value help 2. Enter a target transaction type a. The target transaction type will be checked i. If it exist, it cannot be used ii. If the key differentiate in the last three characters you will get a warning when you execute (4.) 3. If you let the check box Display selected data on screen first you will get an overview of the entries which will be created

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4. Execute

5. In the popup you see the source profile and the proposed names of the target profile a. If you remove a profile then the source profile will be assigned (no copy) b. If you change a profile to an existing profile, the profile will be assigned but no adaption/copy will be done to the profile c. If you change a profile to a not existing profile this profile will be created. In case of actions the actions IDs will start with the first 4 characters of the profile d. It is recommended to change the description of the target profiles, if not the IMG activity will send warnings same description. 6. Execute

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Here you see all tables, all keys, all values which will be created, you can drill down for each profile and you can also see some SAP Solution Manager tables with specific content which will be copied. The green field contains the keys and changed values. 7. Executing the Copy Icon the copy process runs. a. Depending on the client settings a pop up for a transport request will pop up

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2.3.2 Manual Copy


Besides the automatic copy of the transaction types there is still the manual way through the IMG-Guide, which is available via transaction SPRO. Since the report will take over the copy process automatically, this guide will not cover a detailed description of the manual copy process. More information can be found in the documentation of the IMG-Guide, attached to each customizing activity. The general path to the Change Request Management customizing options: Transaction SPRO SAP Reference IMG SAP Solution Manager Capabilities (optional) Change Management

2.4 Automatic Configuration

The automatic configuration step will create the required entries for Change Request Management in table BCOS_CUST as well as setting the CHARM_CLIENT to the current working client. Especially the CHARM_CLIENT is required to run Change Request Management correctly, because it will tell the system which client will actually host the Change Request Management scenario.

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2.5 Manual Configuration

In the manual configuration step, all those activities that are required or recommended to run Change Request Management can be configured. Since those steps are manual, the system cannot do it automatically but the procedure will guide you through the process and navigate you to the related node in the IMG Guide of SAP Solution Manager. The following sections will describe those activities more in detail:

2.5.1 Transport Management System


Here you find a section for Transport Management Configuration. This section provides solely information how to setup a TMS to make it work together with Change Request Management. The steps that are required can be found in the IMG of SAP Solution Manager: IMG SAP Solution Manager Capabilities (Optional) Change Management Basic Configuration Transport Management System

This step cannot be further automated, because every customer might have a different system landscape. You can find a basic description, how you setup the Transport Management System for a simulated 3system landscape in the Change Request Management RKT-Materials via http://service.sap.com/rkt-solman

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2.5.2 Authorizations
Review the documentation for details about standard roles provided. There is a guide available in the SAP Service Marketplace that contains more information about authorizations: http://service.sap.com/instguides SAP Components SAP Solution Manager Release 7.1 6 Additional Guides Business and Authorization Roles (ITSM) Standard roles in SAP Solution Manager
SAP_CM_DEVELOPER_COMP SAP_CM_CHANGE_MANAGER_COMP SAP_CM_TESTER_COMP SAP_CM_OPERATOR_COMP SAP_CM_REQUESTER_COMP SAP_CM_ADMINISTRATOR_COMP

2.5.3 Business Roles and Authorizations


For the ITSM (Incident Management, Problem Management, Change Management) scenario in the SAP Solution Manager, SAP provides the predefined business role SOLMANPRO for SAP Web Client configuration including predefined authorization (PFCG) roles for setting up an authorization concept. You use the business role SOLMANPRO to control the navigation bar, logical links and user authorizations. For further information about all PFCG roles which are relevant for the Change Request Management scenario, please refer to the SAP Solution Manager Security Guide. This guide is available in SAP Service Marketplace. The business role SOLMANPRO and the authorization roles are only intended to be used as a template for Best Practices scope. The roles have to be validated and adapted to the specific customer requirements. For detailed instructions on how to adapt business and PFCG roles, please refer to the configuration guide Business and Authorization Roles available in SAP Service Marketplace. Also check the following SAP Notes for further details. 1481246 Hinweis Berechtigungen fr den Service Desk Release 7.1 1436271 UIU framework SM 1436270 Sammelhinweis Berechtigungen Solution Manager Release 7.1

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2.5.4 Create a SAP Solution Manager Project to activate Change Request Management
After the successful setup of Change Request Management and the creation of business partner and system information (Ibase) a final step need to be performed. A SAP Solution Manager project needs to be defined and activated for Change Request Management. The following picture describes the project structure and components for Change Request Management. Starting point is always a SAP Solution Manager Project. Later on a Project Cycle is created out of a SAP Solution Manager Project. This Project Cycle contains different components for Change Request Management e.g. Task List, IMG Project and CTS Project, Project Phases etc.

Within a SAP Solution Manager Project the managed system landscape can be define. This is done with logical components. A logical component consists of several logical systems (system/client combination). Each logical system gets within a logical component a description and a system role assigned. The definition of a logical component is done in transaction SMSY. Call SMSY and navigate to System Groups and Logical Components. Logical components are based on product version. Choose a product and press with the right mouse button on the product description.

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Define the description and name for the logical component. Confirm your settings.

On the right side of the screen you can now assign logical systems to some predefined named categories. Assign your systems accordingly to the logical component. Change Request Management requires at least two systems.

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Each category has a System Role assigned. This can be checked by pressing the button System Role.

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Change Request Management requires at least one logical system with System Role Source System and one logical system with System Role Production System. Below an example for a three tier landscape defined in one logical component.

Call transaction SOLAR_PROJECT_ADMIN. Press the button Create Project.

Define a Project Name, select a project type (e.g. Maintenance) and Confirm.

Maintain a Title and choose a language.

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Confirm the Pop-Up asking for the document enhancement.

Navigate to the tab System Landscape and select (use value help) the logical component defined before.

The logical component will be put into the project definition. Save your settings.

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Navigate to the tab Change Management and activate the Change Management integration for this project. Confirm the pop-up window.

Before creating the project cycle and taks list run a check for the project definition. Press the button Check.

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This Check covers different aspects. Initial configuration, correct transport management setup or assigned business partner. The result list shouldnt contain any errors. In case of check for the error message and also the application log (button right next to the Check button).

When the project check was successful you create a project cycle and a task list. To do this just press the button Create Task List.

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Define a name for the Task List and confirm.

After the successful creation this pop-up will show up.

You can now navigate to the Task List directly. The initial phase value will be Development without Release and the tasks for the project track will still be locked. You can unlock the tasks either by pressing on it with the right mouse button or use the task Lock/Release Transport Tracks incl. Role Types. February 2012 22

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Example: Unlock task with right mouse button

Example: Open tasks with task Lock/Release Transport Tracks incl. Role Types

Select the system types for which the tasks should be released and confirm.

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After leaving the task list you get directly back to the SAP Solution Manager Project definition. There you can see the successful defined SAP Solution Manager Project which can now be used with Change Request Management.

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2.5.5 Managed System information (IBase)


With the new SAP Solution Manager Release 7.1 major changes in terms of system management in SAP Solution Manager are introduced. Central component to administrate Managed Systems is the Landscape Management Database (LMDB).

As central repository for all managed systems the LMDB provides detailed system information for other repositories like SMSY. The SMSY is still being used to define i.e. Logical component and to update the IBase with system information. Both, logical components and the IBase, are used in Change Request Management. While a logical component helps to define the selection of systems that should be managed within a Change Request Management Project, the IBase provides a unique identification for any system and/or client. These way scenarios like Incident Management or Change Request Management can clearly identify and document the targeted system within their processes. Details about the technical settings for the IBase can be found at the IMG in transaction SPRO.

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There you will find information that the IBase will automatically be updated once a system is maintained in SMSY. This automatic update is bases on the parameter IB_GEN_AUTO (blank no value) in transaction DNO_CUST04. Since the SMSY itself will be updated by the LMDB is this way ensured that the IBase contains updated information about all managed systems. If you set the parameter IB_GEN_AOTO to X the automatic generation will be stopped and entried for the Installed Bases and components have to be maintained manually. For more details about system landscape management in SAP Solution Manager go to service.sap.com/rktsolman SAP Solution Manager 7.1 SAP Solution Manager Setup and Operations Operations of SAP Solution Manager. There you will find a presentation with details about LMDB, SMSY and SLD.

2.5.6 Master Data


After the initial configuration of SAP Solution Manager, you are ready to create the master data relevant for the Change Request Management scenario. It includes the creation of user and business partner as well as the system information about the managed systems.

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2.5.6.1

Business Partner and User

For the Application Change Request Management, there are two types of relevant business partners linked to System Users in the Solution Manager: Organization: represents companies/organizations Person: represents companys employees, such as key users and processors

User and Business partners can be created either automatically or manually.

2.5.6.2

Create User and Business Partner Automatically

There are two options to create User and Business Partner (Key User, Message Processor) automatically. Option 1 will create User as well as Business Partner. Option 2 can be used to create only Business Partner for User of Satellite Systems. Option 1: Report AI_SDK_USER_BP_GEN With this report, you generate system users and appropriate business partners in one step in SAP Solution Manager for users of a SAP managed system: 1. Start transaction SE38. 2. Enter AI_SDK_USER_BP_GEN in the Program input field and choose Execute. 3. Select the report execution options. 4. Choose Execute.

The next example shows which execution options should be checked, if you wish to: o o o create business partners and system users (by using a reference user) update existing business partners search for users via existing RFC connections between the SAP Solution Manager and managed systems of type READ 27

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o o o

identify users and business partners by e-mail address display all execution details execute the report in test mode

Either you create this template User beforehand or you take your existing user. New Users will get same authorizations.

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If a user exists in more than one managed systems (e.g. based on e-mail address), the report will create a SAP Solution Manager user with business partner who is allowed to create tickets for each of the corresponding managed systems. For more information on AI_SDK_USER_BP_GEN, please refer to the SAP Help online documentation for SAP Solution Manager 7.1 SP01 at http://help.sap.com/. To find the corresponding documentation more easily, use the search term AI_SDK_USER_BP_GEN. Option 2: Transaction BP_GEN Via transaction BP_GEN, you generate business partners in SAP Solution Manager for users of managed systems. 1. Choose Add.

2. Select a system from which you want to create business partners. (e.g SD7)

3. Select users for which business partners should be created and doubleclick on it to add the user to the list of the selected Users

. 4. Choose Create, as shown below.

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5. Select Create

6. Check the Status on the bottom of the screen

2.5.6.3

Create User and Business Partner Manually

To create a business partner for an employee, please proceed as follows: 1. Call transaction BP. 2. Select Create Person.

3. Enter name and address data in the Address tab. 4. Enter an e-mail address in the area Communication of the Address tab. 5. In the Identification Numbers page area of the Identification tab, specify for which systems the employee is allowed to create incidents / support messages. You have to make an entry of type CRM001 for each target system, as shown in the figure below. The identification number contains data of the target system in the following format: <system ID><installation number> <client><system user ID> February 2012 30

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6. Select the BP role Employee.

7. In the Employee Data area of the Identification tab, assign the employees system user to the business partner.

8. Select the BP role Contact Person.

9. In the Name area of the Address tab, enter a language in the Correspondence lang. field. 10. Save your settings.

2.5.6.4

Set up an Organizational Model (optional)

The organizational model reflects the functional structure of your company. It consists of organizational units which represent how the company is structured in terms of functions and positions which specify how different functions / tasks are assigned to individual posts.

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An organizational model can be used in various scenarios. For example, you can represent support teams as organizational units, which is important for the set-up of support team determination. For more information on how to set up an organizational model, please refer to chapter 4 (Create Organizational Model) of the guide Support Team Determination via Business Rule Framework plus (BRFplus) available in SAP Service Marketplace (http://service.sap.com).

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3. Additional Configuration

The last step in the setup procedure is the additional configuration. This covers all the additional functionalities of Change Request Management that might not be used by every customer or in every landscape situation some of the most common and most important settings are described in the following sections:

3.1 Additional Functions


3.1.1 CRM Field Customizing
Impact & Urgency
This field customizing is not part of the Change request management specific IMG but is available via standard CRM customizing IMG.

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Define the impact, urgency, and recommended priority levels that you assign to a request for change. The combination of impact and urgency determines the recommended priority of the transaction.

Define Impact:

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Define Urgency:

Define what combination of Impact and Urgency results in which recommended Priority:

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CAUTION: If the Priority Field should automatically take over the value form the recommended Priority field you must make sure you do not have customized a default priority value in the customizing for Transaction Types.

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Mark Business Activity and double click on Customizing header

Make sure the Default Data for the flied Priority is empty

Risk
Customizing of the values that shall be available in the field Risk is also only available via CRM standard IMG and not part of the Change Request management IMG

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3.1.2 Approval Procedures


The new release of SAP Solution Manager Change Request Management supports so called approval procedures as part of the process for the Request for Change. The approval procedure is a small process, which is executed in the status To be approved of the Request for Change transaction. Customers can define multiple approval procedures in their system and select the correct approval procedure depending on the type of change, the priority etc An approval procedure always consists of one or many approval steps each step is assigned to a specific business partner function, and later also assigned to a specific business partner. When you create your approval procedure you can also define which steps can be executed in parallel, and which steps can only be executed when the previous step was done. Besides the definition of the approval procedure itself, you can also define rules to determine the approval procedure or the approver for a step automatically, based on values of the transaction. In general there are two types of rules: Approval Procedure Determination Used to determine, which approval procedure shall be used

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Approval Step Determination rules Used to determine, which business partner of the transaction shall be entered as approver of specific step automatically

Creating a custom approval procedure


In the SAP Implementation Guide follow this path: SAP Solution Manager Capabilities (optional) Change Management Standard Configuration Transaction Types Approval Settings Define Approval Settings You have to go through all the steps listed on the left side of the view start by creating a new approval procedure. You need to define a key-value, a description text (used on the UI) and an approval status profile. The standard profile is IT000003 and has entries for Approve, Reject and Not Relevant.

The next step is to define how long the approval procedure can be changed by the user either it is frozen directly after the initial save, or it will frozen once the approval procedure has been started:

In the next step, you will define the approval steps for your approval procedure in this example a 2-person approval procedure:

Then you need to assign your steps to your approval procedure. You will also assign the default partner function for this step, as well as the rule modeler profile to be able to define rules for this steps:

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Note: Make sure to only assign a business partner function which is assigned to your transaction type otherwise you will get a similar error to: Invalid partner function for approval step Z_STEP_02; has been reset to default

Change Request Management supports two types of Rule Modeler Profile. It is important to assign the correct rule profile and also use the correct name for the approval policy as indicated in this table below:

Rule Modeler Profile


AI_CM_AP_STEP AI_CM_AP_PRO

Approval Policy
AI_CM_CR_RFC_STE AI_CM_CR_RFC_PRO

Comments
Used for step determination Used for general approval procedure determination

If you would like to have a specific step only to be executed if another step was already done before, you also need to customize the Define Previous Step part:

Finally you can define a new approval determination procedure. For each procedure you can define how to determine the approval procedure: Either via rules or via default determination defined in customizing. This approval determination procedure is later assigned to a transaction type. In case you want to define rules, make sure to assign the correct Rule Modeler Profile and use the correct name for the approval policy. If you want to create an own rule modeler profile, please check the IMG documentation of the activity In case you want to use only the standard determination procedure, you simply need to add another entry in the table for Assign Default Approval Procedure

Creation and Management of Rules


Rules can be created and edited in the Web Client UI directly there is no need to go into the IMG after you have set up your approval procedures in general. In the SOLMANPRO Role, choose the entry Service Operations Rules Policies and search for rule policies of Context Approval Management.

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3.1.3 Scope Assignment Block


The Request for Change in Solution Manager 7.1 has a new screen area to define the scope. This new area is the scope assignment block. In comparison to the Change Request of Solution Manager 7.0 its possible to have multiple follow up documents. In Solution Manager 7.0 the change request scope was defined through the field subject and the IBase component, and you could only define one follow up. The Request for Change in Solution Manager 7.1 offers inside the Scope assignment block the possibility for several follow up documents also of different types. The field subject is obsolete in Solman 7.1 it was replaced by the change category of the scope assignment block. For each line item of the scope you have to define a change category and an ibase component.

Add Scope Item

Define Change Category & IBase

To define which change categories are valid you can perform the following customizing. SAP Solution Manager Implementation Guide - SAP Solution Manager - Capabilities (Optional) - Change Management - Standard Configuration - Change Request Management Framework - Make Settings for Change Transaction Types:

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Choose SMCR Request for Change or your corresponding customer specific request for change and then double click on Copy Control Rules in the left navigation area.

Here you can define which follow up documents (also your own Z & Y Types) you want to allow in the scope as change category as well as define which information of the request for change shall be automatically copied. e.g. priority, text, date, attachments, context. For text and date copy you can define separate mapping rules in case you want to copy to a specific text or date. You can perform that customizing by double clicking in the left area to text ID Mapping and Dates mapping. February 2012 43

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CAUTION: The customizing of the copy control rules only work properly for Z & Y Types if before the CRM Copy control was performed properly. You can find this customizing under: SAP Solution Manager Implementation Guide - Customer Relationship Management Transactions - Basic Settings - Copying Control for Business Transactions - Define Copying Control for Transaction Types:

Only documents that are target of SMCR (or Z & Y) here will be allowed in the Change management copy rules.

3.1.4 Transport Management Assignment Block


In change transactions connected to the Change and Transport System you can use various functions from the Transport Management System. These functions allow you to carry out and monitor transports between SAP systems. Features: Display and creating of transport requests, test transports, and tasks Releasing of transport requests and test transports Display of various information on transport requests, such as the status, whether they contain critical objects, or whether there are conflicts Display of tasks for transport requests: When you choose Display Details, the tasks for the selected transport request are displayed in a new screen area. Navigation to transport requests in connected systems Display of the transport log: The connected system is called automatically to do this.

Customizing activity: Adjust Project Field and Scope in Change Request by Status

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For example you can customize for which status of an Urgent Change it is allowed to create a Transport request and Transport Task. Example: Here (see Screenshot below) in status E0002 which is In development the button to create a Transport as well as the button to create a Task should be available. and all other status values E0001, E0004, E0005, etc.) its not allowed and with that the button for creations is not available.

You can use the same customizing option to set other actions/fields to be available status dependent per Transaction type. CLOSE_TSK_LS CREATE_REQ February 2012 close task list create request 45

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CREATE_TASK PROJECT_ID RELEASE_COPY RELEASE_REQU SCOPE

create task Project ID field release transport of copies release original request scope assignment block

IBASE_COMPONENT I base component field

3.1.5 Landscape Assignment Block


The landscape assignment block shows you all systems of the corresponding task list as an overview. Usually only the system which is flagged relevant is visible, you can extend that view to see all systems by pressing the Display All systems button.

You can logon to all systems by clicking on

action.

In the customizing you can define which system is flagged to be the relevant system depending on the status of the change document. SAP Solution Manager Implementation Guide - SAP Solution Manager - Capabilities (Optional) - Change Management - Standard Configuration - Change Request Management Framework - Make Settings for Change Transaction Types:

Mark your Change transaction (e.g. SMMJ) and double click on Specify status Attributes

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Per E-Status you can define which system role type shall be flagged to be the relevant one.

3.1.6 Project, Solution, Document & Test management Assignment Block


The project assignment block as well as the solution, document and test management assignment block are all available for the request for change as and for all change transactions. Here you can define which context shall be linked with a request for change or change transaction.

e.g. here the business process step Create Sales Order was linked as context in the solution assignment block of an change transaction. Depending on the transactions type and the status of your document different actions are available to be performed. To customize this please follow:

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Note: The customizing of this context action per status comes with Solution Manager 7.1 SP5 only. Before you have not updated to support package 5 the use of all available actions is not restricted, meaning all context actions are available for all status.

Available context actions are described below. In the customizing view you can define which context action is allowed at which status for each which transaction type.

ADDPROJECT SOLN DELETEPROJ DELETESOLN ADDDOCU DELETEDOC ADDPROJOBJ DELETEPROJ ADDTESTDOC ADDTESTDOC DELTESTDOC

Add Project in Project Context Add Solution in Solution Context Delete Project in Project Context Delete Solution Object in Soln. Context Add Document in Document Context Delete Document Object in Doc. Context Add Project structure object Delete Object Add test plan or test package in Test WB Add test plan or test package in Test WB Delete test plan or test package in Test WB

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DELTESTDOC STATUSINFO TESTREPORT ADDPROJECT SOLN DIROBJ MAINPROJ

Delete test plan or test package in Test WB Status Info System in Test WB Test Report in Test WB Add Project in Project Context Add Solution in Solution Context Add Structure Object in Solution Context Add Maintenance Project in Solution Context

DELETESOLN ADDDOCU DELETEDOC STATUSINFO TESTREPORT ADDTESTDOC DELTESTDOC DELETEPROJ

Delete Solution Object in Soln. Context Add Document in Document Context Delete Document Object in Doc. Context Status Info System in Test WB Test Report in Test WB Add test plan or test package in Test WB Delete test plan or test package in Test WB Delete Project in Project Context

3.1.7 SAP WebClient UI Configuration & Personalization


There are several possibilities to configure and personalize the SAP WebClient to fit your organization's specific business needs. For example, you can change the layout and texting of pages, fields, assignment blocks or tables.
For more information:

WebClient UI Framework: http://help.sap.com/saphelp_crm70/helpdata/en/4d/2ae3f79e1d49d9be306f7768d55fba/frameset.htm

3.1.8 Adding Custom Actions to the SAP WebClient UI


You can add your own actions to the Change Request Management toolbar Actions-Menu in the SAP Web Client UI:

To do so, perform the following: 1. Call transaction SM30 (Maintain Table Views). 2. Enter AGS_WORK_CUSTOM as the Table/View. 3. Choose Maintain. February 2012 49

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4. For each action, add an entry in the following form: IM_CRM_UI_PPF_<sequence no> Example: IM_CRM_UI_PPF_01 IM_CRM_UI_PPF_02 Z_CUSTOM_ACTION_FILTER_01 Z_CUSTOM_ACTION_FILTER_02 <method filter>

Ensure that the actions which you enter here are compatible with the SAP WebClient. Actions which attempt to carry out any user interaction are generally not compatible with the SAP WebClient. For example, actions which start SAP GUI functions or launch URLs will not work in the SAP WebClient. Only manually executable actions will appear in the list. Ensure that the actions are correctly maintained in your incident action profile, and can be manually started by the user. Youll find an example use-case, describing how to maintain the PPF action profile in section 3.3 of this document.

3.1.9 TREX Set-up


TREX (Text Retrieval and Information Extraction) is a powerful engine which provides intelligent search and automatic classification of documents. TREX search engine is used for full-text search within CRM documents, such as incidents and knowledge articles. TREX search can be performed in the SAP WebClient and in the Incident Management Work Center. For further instructions on how to set up TREX search, please refer to the guide Full-Text Search with TREX available in the SAP Service Marketplace: http://service.sap.com/instguides SAP Components SAP Solution Manager Release 7.1 6 Additional Guides

3.1.10 Support Team Determination (optional)


Please refer to the configuration guide of Application Incident Management for more information on how to set up a team determination. You will find an overview of existing guides and documentations at the end of this document.

3.1.11 Multilevel Categorization


Multilevel categorization enables you to individually design the categorization of business transactions (e.g. incidents) on up to 4 levels. It integrates functions such as auto completion, item determination based on categories and search for related problems, knowledge articles and change requests. For detailed instructions on how to set up and use multilevel categorization, please refer to the guide Multilevel Categorization available in the SAP Service Marketplace: http://service.sap.com/instguides SAP Components SAP Solution Manager Release 7.1 6 Additional Guides February 2012 50

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You can use report AI_CRM_CREATE_CAT_SCHEMA to automatically create an example categorization schema, which you can adapt for your own purposes. Further details are available in the guide Multilevel Categorization in SAP Service Marketplace.

3.1.12 Publishing of Saved Search


With SAP Solution Manager 7.1 it is possible to create so called Saved Searches however, those Saved Searches are personalized for a specific user in standard and cannot be re-used by others. In case you want to enable your users to share those saved searches with other users, you need to manually activate a sharing functionality.

More information can also be found in this Blog on the SCM: http://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/12213

3.1.13 Create a system wide text Template


In the Request for Change document as well as for all Change documents you have the possibility to maintain texts with different Text IDs. Every user can easily create its own text template and re-use it for recurring texts. The disadvantage here is that the text templates are personalized and only available for the users account. If you want to create a system wide text template, that is available to all users, you have to do the following: 1) Transaction SE61 Document Maintenance

Use Document Class General text choose your language and name your template - then press the "Create" button to create this new document.

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Maintain your Text and save the template. (Package and Transport order will be requested) 2) Transaction DNO_CUST04

Maintain the Fieldname with SDK_MSG_PROC_AUTO_TEXT and fill the Field Value with the name of your Text template. 3) Use template in transactions

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For example, open a Request for Change and go to the Text assignment block. Press button Insert Text Template to open the following web dialog:

Choose System Template and select your Template.

Press Insert Text.

3.1.14 Create customer specific UI configuration


Before you can start to configure anything in the CRM web UI you have to make sure you have enabled the configuration mode for your user in the personal settings. Therefore please press the button in the upper right corner of your CRM UI.

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In the screen opening please press on Personalize settings

Make sure you have configuration mode enabled As a result you will find 2 new icons in the shape of a little and a huge spanner in the upper right area of your CRM UI.

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If you can see these 2 spanners as part of your CRM UI you can start configuring. As an example we want to have the fields Impact and Urgency to be mandatory when creating a Request for Change Open a Request for Change document and press the little spanner

As a result you will find the Request for Change UI in purple color and an icon of gearwheels in the upper right area of your screen

If you now click somewhere in on that purple area, the configuration screen will pop up.

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So now you work on your own configuration which is valid for your Role Configuration Key and the Transaction Type you were using.

3.1.15 How to define mandatory fields


Please make sure you have created your customer individual UI configuration, before you start to make changes on the UI configuration (see 3.1.14).

To start configuration mark the filed you want to change ( Impact filed) and press the Show Field Properties button

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Check the Mandatory flag and press apply

Repeat this last step for the Urgency field, press appropriately transport order which is popping up

and save your setting to an

Switch back from Configuration mode to normal mode by pressing the little spanner again. As a result you will now find the fields Impact and Urgency additionally marked as mandatory.

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3.2 Customer Specific Setup


This chapter describes the standard Customizing settings. If you want to change the customizing according to your requirements keep in mind to copy the SAP standard into customer namespace first and make your changes afterwards. In the transaction SOLMAN_SETUP you will find one optional step where you can start a copy program which automates the copying of the ChaRM standard transaction types to the customer namespace. The transaction copy report provides the following functions Copies a transaction type into customer namespace o The copy includes almost all relevant entries including Status Profile Action Profile Data Profile o The usage of an transaction type is not be copied, these settings must be made manual DNO_CUST04 Usage in SOLAR01/02 and test workbench Update a already copied transaction type Display and transaction type

All customizing which is created with the transaction will be stored on a transport request depending on the client settings (SCC4) All entries which are created are written to a log, which is used by the update logic and can be displayed by transaction AI_CRM_CPY_PTYPE_LOG. More information about the copy report can be found in section 2.3 of this document.

3.2.1 Transaction Type


Transaction types are defined as a set of different configuration settings. This set of configuration settings represents information and functions within a process. Change Request Management contains many different processes like Request for Change, Normal Change, Urgent Change or Admin Change. Each of those processe is defined by an individual transaction type. For example for a Request for Change the Transaction Type SMCR is defined. Find below a picture showing the available processes in Change Request Management and the according transaction type.

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A transaction type defines the attributes and characteristics of a CRM business transaction. E.g. the Request for Change transaction type SMCR defines the whole customizing for partners, status, text and workflow action which are needed for the Change Request Management. The following documentation shows as an example details about the transaction type SMCR. Call transaction SPRO and open the SAP Reference IMG. In the IMG activity Define Transaction Types you make the settings for a transaction type.

Select transaction type SMCR and press the button Details.

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The standard settings of SMCR are shown in the figure below.

This screen shows the assigned Profiles and number ranges.

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SAP recommends you to copy the transaction type (incl. dependent customizing, such as partner or text schema) into the customer naming space which must begin with Z or Y. This will ensure that changes will not be overwritten in case of an upgrade. The recommended name for the SMCR copy is ZMCR. This will prevent some additional customizing effort, such as adaption of actions schedule conditions. You have to specify rules for creating follow-on documents. Via the IMG activity Specify Mapping Rules for Copy Control you define which follow-on documents can be created from the copied transaction type and which data the follow-on document should contain. For more information, please refer to the documentation of this IMG activity.

To copy the Transaction Type SMCR into customer namespace Choose Copy as

Enter the customer namespace ZMCR and a description. Afterwards confirm with Return

Save your changes. Now all assigned standard profiles need also to be copied.

3.2.2 Text Determination Procedure


A text determination procedure is a container for text types, such as description, reply or internal note. It is assigned to a text object. In Incident Management, the relevant text object is CRM_ORDERH. The text determination procedure must be assigned to a transaction type which will ensure that the text types can be displayed in documents. February 2012 61

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3.2.2.1

General Settings

Profile SMCR0001 is the standard text determination procedure assigned to the transaction type SMIN. It can be accessed via the IMG activity Define Text Determination Procedure.

Mark the text object CRM_ORDERH and press the folder Procedure on the left side.

Choose from the result list the text profile SMCR0001. The next figure shows the settings of the text determination procedure SMCR0001.

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SAP recommends you to copy SMCR0001 into the customer naming space (which must begin with Z or Y).

This will ensure that changes will not be overwritten in case of an upgrade.
The recommended name for the copy is ZMCR0001.

3.2.2.2

Rich Text Formatting

This section explains how to activate the rich text editor in the SAP WebClient. It enables you to edit texts in a more powerful way e.g. by using fonts (such as bold or italics), copy and paste functions or text alignment. There are two ways to activate rich text formatting: via IMG: rich text formatting is activated for all users via user parameter: user specific rich text activation

To activate the rich text editor for all system users, please do the following: 1. 2. 3. Start transaction DNO_CUST04. Switch to Change mode and choose New Entries. Enter the following data: Field Name: AI_CRM_TXTEDIT_HTML Field Value: X Description: Activation of Rich Text Editor in WebUI

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4.

Save your settings.

To activate the rich text editor for a specific user, please do the following: 1. 2. 3. Start transaction SU01. Switch to Change mode Navigate to the tab Parameters. Enter AI_CRM_TXTEDIT_HTML as Parameter ID and X as Parameter value, as shown in the figure below.

4.

Save your settings.

After you activated the rich text editor, buttons for rich text formatting should be available for editing texts in incidents and problems, as shown in the figure below.

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3.2.3 Partner Determination Procedure


A partner determination procedure specifies which business partners are involved in the business process, for example, a sold-to party (partner function 00000001). The partner determination is executed separately for each partner function. The partner determination procedure must be assigned to the corresponding business transaction to ensure the correct display and processing of the business partners. The relevant partner determination procedure for the Request for Change is SMCR0001.
SAP recommends you to copy the partner schema SMCR0001 into the customer naming space (which

must begin with Z or Y). This will ensure that changes will not be overwritten in case of an upgrade.
The recommended name for the copy is ZMCR0001.

Via the IMG activity Define Partner Determination Procedure you define and configure a partner determination procedure. You specify how a business partner is determined and which partner functions are included in the schema. Furthermore, you are able to define which partner functions should be displayed in the header data of incidents in the work center.

The figure below shows the default partner functions for a Request for Change.

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By scrolling the table shown above to the right you will see further details like an access sequence that can be assigned to partner function and ensure that partner identifications are determined automatically when creating or processing a Request for Change.

3.2.4 Status Profile


A status profile is a container of user statuses which specify the individual status of an object, such as a Request for Change or a Normal Change. For example, a Request for Change could have the status To be Approved.

3.2.4.1

General Settings

Via the IMG activity Define Status Profile for User Status, you define and configure the Status Profile.

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The default status profile for the transaction type SMCR is SMCRHEAD. The figure below shows the standard customizing settings of SMCRHEAD.

By specifying a lowest or highest status number, you can control the transition from one status to another.

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Example: The status In Process has the lowest status number 20 and the highest status number 50. This means, that when this status is active, only a status with a number between 20 and 50 may be activated, i.e. To be Approved, Rejected, Extending Scope, Approved, Being Implemented or Implemented could be set. The system makes a note of the status with the highest status number that has been reached up to the present. The "lowest number" of this status number determines which status number a new status must have at least. In the Trans. column of the user status table you specify which business transaction is triggered when a user status is set. Example: The business transaction FINI is assigned to the status Confirmed. It disables the change option for an incident which has the status Confirmed so that no changes are allowed any more.
SAP recommends you to copy the status profile SMCRHEAD into the customer naming space (which must

begin with Z or Y). This will ensure that changes will not be overwritten in case of an upgrade.
The recommended name for the copy is ZMCRHEAD.

3.2.5 Date Profile


In the date profile, the system controls which reference objects, durations, date types and date rules can be used in a specific transaction type. A reference object is used to determine time zones and calendars (e.g. factory calendar). Using date types, durations and date rules, the system can calculate specific dates. Furthermore, you can define date rules to meet your requirements. You change date settings in the IMG section Date/Time Administration via transaction SPRO.

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The default date profile for the transaction type SMCR is SMCR_HEADER. SAP recommends you to copy the profile into the customer naming space (which must begin with Z or Y). This will ensure that changes will not be overwritten in case of an upgrade. The recommended name for the copy is ZMCR_HEADER.

3.2.6 Action Profile


An action profile contains actions which are specific for a transaction type. For example, a Request for Change is set to an approval stage via the action AWAITING_APPROVAL_SMCR which belongs to the action profile SMCR_ACTIONS. The default action profile for the transaction type SMCR is SMCR_ACTIONS. SAP recommends you to copy the profile into the customer naming space (which must begin with Z or Y). This will ensure that changes will not be overwritten in case of an upgrade. The recommended name for the copy is ZMCR_ACTIONS. After you copied the action profile, you must go to IMG step Define Conditions (area Service Desk), and select the copied profile. Choose Create to select action templates (for each action which was already defined in the action profile) and add them to the list. You make general settings for the actions contained in the action profile via the IMG activity Define Action Profiles and Actions

or alternatively via transaction SPPFCADM.

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Select the action profile SMCR_ACTIONS to see all action definitions in that profile.

For example, you can specify the time period at which the system starts the action (e.g., when saving the document) or the way in which the systems executes the action (workflow, method call or smart forms). February 2012 70

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Via the IMG activity Define Conditions or alternatively via transaction SPPFDETCRM, you define schedule and start conditions for your actions. Each action definition needs to be schedule by defining conditions that specify when an action is available for processing or when an action should be processed automatically. For more information on action conditions, please refer to the documentation of the IMG activity Define Conditions.

3.2.7 Number Ranges


Before you can begin using Change Request Management transaction types, you must ensure that a number range is defined for these transaction types. The number range interval determines the sequential numbers assigned to newly created transactions. To do so you can use transaction SNUM and enter CRM_SERVIC as the number range object. The number range interval which the system uses is defined in the transaction customizing (see above) in the Transaction Numbering section. By default, number range 01 is used.

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3.2.8 Assign new transaction types to Change Request Management


Before you can use new transaction type you need to add them to the Change Request Management framework. In order to do this you need to perform the following two IMG activities.

Assign Implementation to Change Transaction Types Make Settings for Change Transaction Types

3.2.8.1

Assign Implementation to Change Transaction Types

Enter the IMG activity and select the entry for SAP standard transaction type that you want to copy e.g. SMCR. Press the copy button and copy all to your new transaction type e.g. ZMCR.

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Leave all entries from the standard transaction type as they are. Save your activities.

3.2.8.2

Make Settings for Change Transaction Types

This activity contains a summary of Change Request Management specific configuration item for transaction types. Select the standard transaction type and copy all to the new customer transaction type.

Performing this copy procedure covers already some parts of the copy control which is described in the following chapter.

3.2.9 Integration with other Processes (Copy Control)


If you have created your customer specific transaction type like ZMHF or ZMMJ you must customize some copy control rules additionally. This provides the integration of your customer specific transaction types for each processes and scenarios. The following example shows the customizing to enable the integration of customer specific ZMCR with SAP Standard transaction types representing the processes in several scenarios. To change the settings for copy control rules please go to the IMG activity Define Mapping Rules for Copy Control. Make sure you meet the prerequisites as described in the documentation for IMG activity Define Mapping Rules for Copy Control. IMPORTANT: Copy Control rules for partners-functions changed from SAP Solution Manager 7.0 to SAP Solution Manager 7.1. The copy of partner-functions is no longer part of the copy-control process, the standard partner determination functionalities of CRM have to be used. In the standard partner determination you will find new SAP delivered rules to take over the partner from the preceding document.

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The following screenshot shows the standard copy control from SMCR to possible follow up processes e.g. SMHF or SMAD.

Copy the standard entries and replace the standard transaction types with your own transaction types. Choose copy all when being asked for the copy method.

This area also provides the possibility to define what kind of information should be copied from a source (e.g. SMCR) to a target (e.g. SMHF).

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CAUTION: The customizing of the copy control rules only work properly for Z & Y Types if before the CRM Copy control was performed properly. You can find this customizing under: SAP Solution Manager Implementation Guide - Customer Relationship Management Transactions - Basic Settings - Copying Control for Business Transactions - Define Copying Control for Transaction Types:

Only documents that are target of SMCR (or Z & Y) here will be allowed in the Change management copy rules. For more information, also see section 3.1.3.

3.2.10 Notifications
Below is a list of important notes that contain useful information on how to setup and configure mail notifications with Change Request Management: 455140 691303 733511 573736 788626 895546 670544 621183 812385 99965 152474 455127 1275036 Configuration of Email, Fax, Paging/SMS via SMTP Sending mails after status change Sending mails with link to transactions Changing E-Mail-ID of Sender PPF: Adjustment of smart form documents FAQ: Partner dependend actions FAQ: Actions Partner dependend actions not working Partner determination via BADI COM_PARTNER_BADI and access sequence Internet Mail Gateway: Configuration Testing of Fax and Email Email (SMTP) in different SAP releases Coupling of action execution and status change

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3.3 Example Use Case: How to enhance the standard workflow


Use Case: You want to enhance the existing workflow/standard process of a standard transaction type (e.g. SMHF: Urgent Change) and add a new status value to the status profile. You also want to be able to set this new status via a PPF action. Prerequisite: As described in the configuration guide, the transaction type you want to adapt should be copied to the customer specific namespace (e.g. ZMHF) first. This applies to the transaction type, and all the profiles that are included (status, action, text, date, partner, etc). Once you have copied the transaction type into the customer namespace, the changes you are about to make will be update-safe. This means they will not be overwritten when implementing a service pack or update, where SAP delivers updated or changed standard customizing.

3.3.1 Step 1: Status Profile


The first customizing step is to create an own status for a specific transaction type. In this example we insert an additional approval step called UAT Test which stands for an additional user acceptance test. This approval step should be included after the status Successfully Tested and before the status Authorized for Production. To insert this new status into the status profile, call transaction CRMBS02. Note: Please make sure you also have copied the status-profile, e.g. from SMHFHEAD to ZMHFHEAD

To insert the new status, we recommend to copy an existing status rather than creating a new status from scratch. This has the advantage that the corresponding business transactions, that are included in each status, will also be copied automatically. The values Lowest and Highest define where you can go to, once you have reached a specific status. In our example, we can go back to 20 (In Development) but not to 10 (Created) or we can go forward until 80 (Completed), but not to 90 (Withdrawn). February 2012 76

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In table TJ30 (transaction SE16) it is possible to look at the corresponding technical status value.

3.3.2 Step 2: Actions


The next step is to assign the corresponding ChaRM Actions & Conditions. The Post Processing Framework (PPF) provides SAP applications with a uniform interface for the conditiondependent generation of actions. The actions are generated if specific conditions occur for an application document - they are processed then either directly or later. We will start with the action definition; you can reach it via the following path in transaction SPRO: IMG SAP Solution Manager Capabilities (Optional) Change Management Standard Configuration Transaction Types Action Profile Define Action Profiles and Actions Go to the subnode Action Definition inside the dialog structure there you can create a new PPF-Action for the transaction type ZMHF. As for the status, we recommend to copy an already existing action which also sets a status (e.g. ZMHF_IN_PROCESS). Best approach is to check if the source action, which shall be copied, also contains the method HF_SET_STATUS. This can be checked by selecting subnode Processing Type for a selected action.

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As described, to change the status of the transaction in Change Request Management always the method HF_SET_STATUS is used therefore we now need to configure the input parameters (container value) for this method. Select the new action in the Action Definition and open the subnode Processing Types you will see a screen similar as below:

Click on the the edit button of the processing parameters, to be able to change the container values. Furthermore as a processing parameter the expression USER_STATUS with initial value E0011 is used this is the value of our newly created status (see table TJ30 with corresponding status profile)

This will enable the action to set the status to UAT Test (technical status name: E0011)

3.3.3 Step 3: Conditions


In the next step we need to define a condition for our new action. This will also be done in the customizing, starting with transaction SPRO follow this path: IMG SAP Solution Manager Capabilities (Optional) Change Management Standard Configuration Transaction Types Action Profile Define Conditions

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Note: Another way to reach the configuration Screen for PPF-Actions & Definition is to call transaction SPPFCADM and mark application CRM_ORDER.

In this step, the action templates created in the activity Define Actions will be processed. To be able to use the new action, we need to define the planning condition for each action definition using conditions. This is required to schedule the action automatically, so it is available in the correct status in the action menu. As a result of the previous steps, inside the action profile ZMHF_ACTIONS the new PPF-Action UAT Authorization Test (ZMHF_UAT_TEST) is available by using the Create Button.

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During the next step the Condition Urgent Correction has been successfully tested: CRM Web UI will be added to the new action ZMHF_UAT_TEST as a schedule condition. We can reuse this standard condition in this case, because our new action UAT Test will replace the standard action Authorize for Production. Therefore we will later need to create a new condition for Authorize for Production, which is then based on our new status. In the tab Schedule Condition you can assign a condition with the F4-value help.

Choose the action Urgent correction has been successfully tested: CRM Web UI

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The used condition Urgent correction has been successfully tested: CRM Web UI causes that the PPFAction ZMHF_UAT_TEST is selectable while the status Successfully Tested (User Status: E0005) is set for the change document ZMHF. In the details of the condition, you can see the condition definition:

As mentioned above, the next status after UAT Test in the process should be the existing standard-status Authorized for Production. To enable the action within our new status, we need to create a new condition and assign it to the PPF action ZMHF_GO_LIVE as a schedule condition.

3.3.4 Step 4: Create new condition


Select the action where you want to create a new condition (e.g. Authorize for Production). You will notice that the same condition, as we have already assigned to our custom action, is assigned. Before we can start to define a new condition, we need to uncouple the old condition by clicking on the button No Condition.

After that, to create a new condition you need to click on Edit Condition, which will lead you to the following screen:

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Enter a description text for the new condition and click on Click here to create a new condition. In the following user interface, you need to define the technical details for the condition:

Open the Container-folder, to get a list of all container variables. Double click on User Status, to add the user status as an expression factor because we want to have our new condition depending on a user status (schedule condition)

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Use the contain pattern-button as operator and enter the technical user status name in the Constant field (e.g. E0011ZMHFHEAD). Note: In the screen you may notice we used the constant E0011+MHFHEAD. This has the reason that + is used as a wildcard which means that this condition is also true for status E0011 of profile SMHFHEAD or YHFHEAD. This will enable you to generate a much more flexible setup, because you can re-use the condition for other action profiles. As a next step, we need to further define our condition to make sure the action can only be performed if the document contains no errors. To realize that, we need to add another parameter to the condition which checks that the transaction is error free: ErrorFreeFlag. First we need to add a logical link, to combine both parameters in a logical expression. Since both checks shall be fulfilled, we click on the And button in the Logic area.

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Now we also need to define a operator and a constant for this parameter. We use = and the constant X, which means the ErrorFreeFlag needs to be equal to X. To finish the condition definition, perform a syntax check and click on the green ok button, if everything is allright. This will lead you to the overview screen again:

Now we are able to assign this new condition to the Authorize for Production action.

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The created condition Urgent correction has been UAT tested: CRM Web UI causes that the PPF-Action ZMHF_GO_LIVE is selectable while the status UAT Test (User Status: E0011) is set for the change document ZMHF.

Because the PPF-Action Reset Status to in Development should be selectable while the status UAT Test is set for the change document, we also need to adapt the schedule condition of this action. Choose the action ZMHF_TESTED_AND_NOT_OK and adapt the Condition Urgent Correction Implemented but not completed by adding the status E0011 as a parameter (similar as above)

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The adapted condition Urgent correction implemented but not completed: CRM Web UI causes that the PPFAction ZMHF_TESTED_AND_NOT_OK is selectable while the status UAT Test (User Status: E0011) is set for the change document ZMHF.

3.3.5 Step 5: Define Status Attributes


After we have created our status, and the corresponding actions and conditions we also need to make sure the new status is recognized by the Change Request Management framework. This is required for the system logon and the text log, which is written when processing the transaction. The customizing can be done with the activity Define Status Attributes in the IMG of SAP Solution Manager: IMG SAP Solution Manager Capabilities (Optional) Change Management Standard Configuration Change Request Management Framework Define Status Attributes The field Sequence specifies the sequence of the status values, how they should be processed in the straight forward process. If you use the report CRM_SOCM_SERVICE_REPORT to trigger the next status value of a transaction type, the field Sequence is necessary for this report to recognize the correct status value to set. (e.g. You schedule the report on a daily basis, to close all confirmed Urgent Changes automatically)

3.3.6 Optional: ChaRM Actions & Conditions


Besides the Actions and Conditions of the Post Processing Framework there are also specific ChaRM actions and conditions that can be assigned to a specific status value (e.g. these actions and conditions can be used to trigger activities regarding the transport management system) You can customize them via the activity Make Settings for Change Transaction Types: IMG SAP Solution Manager Capabilities (Optional) Change Management Standard Configuration Change Request Management Framework Make Settings for Change Transaction Types

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The Point Assign Actions within the Dialog Structure allows you to assign specific ChaRM-actions to the new user status E0011:

With the Point Assign Conditions within the Dialog Structure it is possible to assign specific ChaRMConditions to the new user status E0011.

For a list of existing ChaRM actions and conditions please check the tables in the Upgrade section of this guide more details about each action/condition and its functionality can be found in the short description of the action/condition in the system.

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4. Upgrade
This chapter informs you about the configuration steps you should perform in case of an upgrade from SAP Solution Manager 7.0 to SAP Solution Manager 7.1. Furthermore, it provides an overview of upgrade strategies and best practices for the transition phase.
...

4.1 Overview
With the new release of SAP Solution Manager a lot of new functionalities have been implemented for Change Request Management. One of the most important changes is the new user interface which is based on the SAP Web Client. Due to this new user interface a lot of the existing Change Request Management functionalities had to be adapted to work correctly in the new environment. Therefore new transaction types have been created. Those transaction types are only working on the new user interface, whereas all the old transaction types are only working in the former SAP GUI user interface. The search functionalities for Change Transactions and Requests for Change in the Web Client UI are capable of displaying both: old and new documents. This means you are able to have one common result list, containing old and new documents. Based on the selection of the user, either the new or the old user interface will display the content of the selected document. Some highlights of Change Request Management functionalities in 7.1 are: New web based user interface which is highly configurable, easy to extend and provides a common environment for the entire IT Service Management functionalities from common search infrastructure to transaction processing Multiple approval procedures, that can easily be customized and assigned to different Request for Changes, either manually or automatically based on field-values, based on business rules Multiple change transactions per request for Change Better usability and transparency: Assignment blocks display more details about Transport Requests and Task of a change transaction, Overview about the system landscape and system roles as well as better integration between backend and transaction due to the integration of Task List logs New general change process, for the management of changes for IT Assets Further improvements for Retrofit, to provide even more automation features Introducing expert mode for Cross System Object Lock which provides easier customizing options

For an overview of the new transaction types, please check chapter 3.2.1

4.1.1 Transition phase


When upgrading the application Change Request Management, you should consider that the new SAP ITSM (Incident Management, Problem Management and Change Request Management) functions are only available in the SAP WebClient with new business object types and there is no migration from former object types. SAP CRM one order concept is still valid therefore parts of the customizing can be reused. The former Change Request Management scenario can still be used after an upgrade to the SAP Solution Manager release 7.1. SAP recommends a transition phase, as shown in the figure below.

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During the transition phase, you should consider the following: All new Change Request Management processes are created with the new object types and processed within the SAP WebClient. You can use PFCG roles to restrict the authorization for message creation. Please note that many authorization objects have been changed due to the new object types. Existing (old) change messages (SDCR etc.) should be processed in the Work Center or SAP GUI, until they are completed. Only in the Work Center, you are able to search and display the new and the former incident documents.

4.1.2 Upgrade Roadmap


You have to perform the Solution Manager basic configuration, as described in section 2.1 of this guide. Piece list activation is a step of the basic configuration which you must not miss out. The piece list includes standard customizing for scenarios as Incident Management or Change Request Management. It will overwrite only SAP customizing and has no effect on existing customer configuration from the customer naming space (which must begin with Z or Y). If your customer configuration is not in the customer naming space, you should copy it into this naming space before the piece list activation. For more information on the standard transaction (SMCR) customizing and the new role concept, please refer to chapter 3 (SMCR customizing) and 2.5.3 (Business Roles and Authorizations) of this guide.

SOLMAN_SETUP has to be completed

Copy new transaction types to customer namespace

Re-assign text-, partner- and dateprofile

Copy new statusand action-profile to cust. namespace

Adapt status- and action-profile customer specific

Define copy control rules for new transaction types

Perform Web UI configuration

Customize new functions in AIM / ChaRM

Adapt user authorizations and roles

AIM and ChaRM available in SolMan 7.1

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First step after the technical upgrade is to run SOLMAN_SETUP and successfully complete the basic setup of SAP Solution Manager, as shortly highlighted in the first chapter of this document. After the basic setup, you should continue by copying the new transaction types into the customer namespace, before starting to take over existing configuration. You can then start to reassign existing text-, partner- or date-profiles. If you have used the copy report, all the action and status profiles have also been copied to the customer namespace already you can then start to adapt the new standard profiles to your personal needs. A good approach might be to compare the existing configuration with the new standard configuration, also by using the comparison tables which are part of this document. When you have finished the customizing of the transaction types, including the copy control you can move forward by configuring the new Web Client user interface and the new functionalities of Change Request Management (Assignment Blocks, ). Youll find a general overview and a description of the most important settings in chapter three of this document. The final step is to adjust the authorizations and roles of all the users, to enable them to use the new functionalities and user interface.

4.2 Options to take over open transactions


After the upgrade from SAP Solution Manager 7.0 to 7.1 open change transactions of type SD* are existing but no new change transactions can be created for SDMN after the upgrade. For this purpose it is possible to take over the open transactions from the old Maintenance Cycle (SDMN) to the new Maintenance Cycle (SMMN).

Maintenance Cycle
(SDMN)

New Maintenance Cycle

SAP Solution Manager 7.0

(SMMN)

SAP Solution Manager 7.1

Closed Transactions

Open Transactions

Open Transactions

New Transactions

Take over
Please note that the following example describes the case that the standard Maintenance Cycle (SDMN) is used. To launch the procedure first close the old Maintenance Cycle (SDMN) via phase switch to Completed. After that, create a new Maintenance Cycle with the new transaction type SMMN. Unfinished and existing change transactions will be taken over, and can be processed by using the new SMMN transaction type (see table below). New change transactions can be created by using the transaction type SMCR (Request for Change).

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Typical SD* documents

Status when completing SDMN cycle

Assignable to SMMN?

Can be processed with SMMN?

SDMJ

"To Be Tested" with open transport requests, which contained critical objects "In Development" with open transport requests "Confirmed" - has to be in finish" status when closing project cycle "In Process" with open transport requests

Yes

Yes

SDHF

Yes

Yes

SDAD

Yes*

Yes*

SDTM

Yes

Yes

* additional customizing might be required If the alternative Maintenance Cycle (SDMM) is used proceed equally as in the first example. Unfinished and existing change transactions will be taken over, and can be processed by using the new SMMM transaction type (see table below).

Typical SD* documents

Status when completing SDMM cycle

Assignable to SMMM?

Can be processed with SMMM?

SDHF

"In Development" with open transport requests, which contained critical objects "Confirmed" - has to be in finish" status when closing project cycle

Yes

Yes

SDAD

Yes*

Yes*

* additional customizing might be required

4.3 Configuration Comparison (7.0 <> 7.1)


Please note the information described in the upgrade roadmap chapter above, before proceeding with the actions described in this section.

4.3.1 Overview Status Profiles


Statusprofile for Change Request (SDCR) and Request for Change (SMCR)
Statusprofile SDCR
To be Approved

Statusprofile SMCR
Created

Comments
Approval now via approval procedure

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Validation

This is the initial status for the change manager to validate the change Flag INPR required to indicate the user status is linked with system status In Process

To be Approved

In this status the approval procedure is triggered and running. Flag C4AP required for approval procedure, to indicate start of procedure.

Rejected

Rejected Extending Scope

No Changes Status to extend the scope of the request, after approval Only indicator for finalized approval. No automatic creation of change transaction manual status change required. Flag CAAP required for approval procedure, to indicate success status

Authorized

Approved

Being Implemented

Creation of change transactions. This status indicates that the change transactions have been created and are in process All change transactions have been finished. Flag RELE required

Implemented

Implemented

Confirmed

Confirmed

No Changes

Statusprofile for Normal Correction (SDMJ) and Normal Change (SMMJ)


Statusprofile SDMJ
Created In Development To Be Tested Consolidated Production Withdrawn

Statusprofile SMMJ Created In Development To be Tested Successfully Tested Imported into Production Withdrawn

Comments
No Changes No Changes No Changes Naming adjusted Naming adjusted No Changes

Statusprofile for Urgent Correction (SDHF) and Urgent Change (SMHF)


Statusprofile SDHF
Created In Development To Be Tested February 2012

Statusprofile SMHF
Created In Development To be Tested

Comments
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Successfully Tested Authorized for Production Production Confirmed Completed Withdrawn

Successfully Tested Authorized for Production Imported into Production Confirmed Completed Withdrawn

No Changes No Changes No Changes No Changes No Changes No Changes

Statusprofile for Administrative Message (SDAD) and Admin Change (SMAD)


Statusprofile SDHF
Created In Process Completed Confirmed Withdrawn

Statusprofile SMHF Created In Process Completed Confirmed Withdrawn

Comments
No Changes No Changes No Changes No Changes No Changes

Statusprofile for Test Message (SDTM) and Defect Correction (SMTM)


Statusprofile SDHF
Created In Process To be Retested Confirmed Withdrawn

Statusprofile SMHF Created In Correction To be Retested Confirmed Withdrawn

Comments
No Changes Naming adjusted No Changes No Changes No Changes

Statusprofile for General Change (SMCG)


Statusprofile SMCG Created In Process To be Tested To be Documented Change Analysis Failed Restore source Confirmed
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Comments
Newly created transaction Change is in process Change ready for test Change documentation Change analysis

Changes has failed Change has failed, Restore source Change is confirmed
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Canceled Withdrawn

Source was restored, Change canceled Change was withdrawn

4.3.2 Overview CRM PPF Actions


Request for Change (SMCR) Change Request (SDCR)
Action in 7.0
APPROVED

Action in 7.1

Comments
Not available in 7.1 replaced by approval procedure

SMCR_APPROVAL_PROCEDURE_STATUS

Set status according to result of approval procedure, after the approval procedure is finished

SMCR_APPROVED_SYSTEMS

Creates the follow-on transactions, based on the content of the scope assignment block

SMCR_ASSIGN_SOLMAN_IBASE

Assign the IBase of the SAP Solution Manager as default IBase of the RfC transaction. IBase field is replaced with scope assignment block for RfC.

SMCR_AWAITING_APPROVAL SMCR_CANCEL_SCOPE_EXTENSION SDCR_CHECK_CONTEXT_CON SISTENCE SDCR_CHECK_STATUS SMCR_CHECK_STATUS SMCR_CHECK_STATUS_AGAIN SMCR_CHECK_CONTEXT_CONSISTENCE

Set status to awaiting approval Set status back to Being Implemented No Change

No Change Performs a manual check to refresh errors in the transaction

CONFIRM_CR

SMCR_CONFIRM SMCR_EXTEND_SCOPE SMCR_IT_RFC_APPROVAL_WORKFLOW SMCR_IT_RFC_CREATE_EMAIL_DOC SMCR_IT_RFC_DISPATCH SMCR_QUALIFY_CHANGE

No Change Set status to Extending Scope Required for the SAP workflow integration Sends an email Dispatch the RfC, based on dispatching rules Set status to In Validation No Change No Change Set status back to In Validation No Change Set status to Approved without going through the approval procedure again

REJECTED CREATE_CHANGE_DOC

SMCR_REJECTED SMCR_RELEASE_FOR_DEVELOPMENT SMCR_RESET_TO_VALIDATION

SDCR_SET_KB_DELTA

SMCR_SET_KB_DELTA SMCR_UPDATE_SCOPE

Normal Change (SMMJ) Normal Correction (SDMJ)


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Action in 7.0
APPROVE_CRITICAL_OBJS_MJ

Action in 7.1
SMMJ_APPROVE_CRITICAL_OBJS_MJ

Comments
Inactive replaced by button in Transport Management Assignment Block, Customizing of this button can be done in table XYZ

CHECK_STATUS_AGAIN_MJ CHECK_STATUS_MJ COPY_CONTEXT_MJ

SMMJ_CHECK_STATUS_AGAIN_MJ SMMJ_CHECK_STATUS_MJ Replaced by standard copy control see section 3.2.9

CREATE_REQUEST_MJ

Replaced by button in Transport Management Assignment Block, settings of this button can be maintained via customizing. Please see section 3.1.4

CREATE_TASK_MJ

Replaced by button in Transport Management Assignment Block, settings of this button can be maintained via customizing. Please see section 3.1.4

IN_PROCESS_MJ LOGON_MJ

SMMJ_IN_PROCESS_MJ

No Change Replaced by System Landscape Assignment Block

NAVIGATE_TO_TASKLIST_MJ

SMMJ_NAVIGATE_TO_TASKLIST_MJ

Inactive navigation to task list possible via Related Transactions Assignment Block

NAVIGATE_TO_TEST_MJ

Replaced by System Landscape Assignment Block

ON_CREATE_MJ PRODUCTIVE_MJ RELEASE_REQUEST_MJ

SMMJ_ON_CREATE_MJ SMMJ_PRODUCTIVE_MJ

No change No change Replaced by button in Transport Management Assignment Block, settings of this button can be maintained via customizing. Please see section 3.1.4

RETROFIT_CRM_MJ SDMJ_SET_KB_DELTA TESTED_AND_NOT_OK_MJ TESTED_AND_OK_MJ TO_BE_TESTED_MJ TRANSPORT_COPIES_MJ

SMMJ_RETROFIT_CRM_MJ SMMJ_SET_KB_DELTA SMMJ_TESTED_AND_NOT_OK_MJ SMMJ_TESTED_AND_OK_MJ SMMJ_TO_BE_TESTED_MJ

No change No change No change No change No change Replaced by button in Transport Management Assignment Block,

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Customizing of this button can be done in table XYZ TRANSPORT_TO_SANDBOX_MJ WITHDRAW_MJ SMMJ_TRANSPORT_TO_SANDBOX_MJ SMMJ_WITHDRAW_MJ No change No change

Urgent Change (SMHF) Urgent Correction (SDHF)


Action in 7.0
APPROVE_CRITICAL_OBJS_HF

Action in 7.1
SMHF_APPROVE_CRITICAL_OBJS_HF

Comments
Inactive replaced by button in Transport Management Assignment Block, Customizing of this button can be done in table XYZ

CHECK_STATUS CHECK_STATUS_AGAIN CLOSE CONFIRM CONTEXT_TAKE_OVER

SMHF_CHECK_STATUS SMHF_CHECK_STATUS_AGAIN SMHF_CLOSE SMHF_CONFIRM

No Change No Change No Change No Change Replaced by standard copy control see section 3.2.9

COPY_CONTEXT

Replaced by standard copy control see section 3.2.9

CREATE_REQUEST

Replaced by button in Transport Management Assignment Block, settings of this button can be maintained via customizing. Please see section 3.1.4

CREATE_TASK

Replaced by button in Transport Management Assignment Block, settings of this button can be maintained via customizing. Please see section 3.1.4

GO_LIVE IN_PROCESS LOGON

SMHF_GO_LIVE SMHF_IN_PROCESS

No Change No Change Replaced by System Landscape Assignment Block

NAVIGATE_TO_TASKLIST

SMHF_NAVIGATE_TO_TASKLIST

Inactive navigation to task list possible via Related Transactions Assignment Block

NAVIGATE_TO_TEST

Replaced by System Landscape Assignment Block

ON_SAVE PRODUCTIVE

SMHF_ON_SAVE SMHF_PRODUCTIVE

No Change No Change

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RELEASE_REQUEST

Replaced by button in Transport Management Assignment Block, settings of this button can be maintained via customizing. Please see section 3.1.4

RETROFIT_CRM SDHF_SET_KB_DELTA TESTED_AND_NOT_OK TESTED_AND_OK TO_BE_TESTED WITHDRAW

SMHF_RETROFIT_CRM SMHF_SET_KB_DELTA SMHF_TESTED_AND_NOT_OK SMHF_TESTED_AND_OK SMHF_TO_BE_TESTED SMHF_WITHDRAW

No Change No Change No Change No Change No Change No Change

Admin Change (SMAD) Admin Message (SDAD)


Action in 7.0
CHECK_STATUS_AD CHECK_STATUS_AGAIN_AD COPY_CONTEXT_AD

Action in 7.1
SMAD_CHECK_STATUS_AD SMAD_CHECK_STATUS_AGAIN_AD

Comments
No Change No Change Replaced by standard copy control see section 3.2.9

FINISHED_AD IN_PROCESS_AD LOGON_AD NAVIGATE_TO_TASKLIST_AD OK_AD ON_CREATE_AD SDAD_SET_KB_DELTA TESTED_AND_NOT_OK_AD WITHDRAW_AD

SMAD_FINISHED_AD SMAD_IN_PROCESS_AD SMAD_LOGON_AD SMAD_NAVIGATE_TO_TASKLIST_AD SMAD_OK_AD SMAD_ON_CREATE_AD SMAD_SET_KB_DELTA SMAD_TESTED_AND_NOT_OK_AD SMAD_WITHDRAW_AD

No Change No Change No Change No Change No Change No Change No Change No Change No Change

Defect Correction (SMTM) Test Message (SDTM)


Action in 7.0 Action in 7.1
SMTM_APPROVE_CRITICAL_OBJS_HF CHECK_STATUS_AGAIN_TM CHECK_STATUS_TM CREATE_REQUEST_TM SMTM_CHECK_STATUS_AGAIN_TM SMTM_CHECK_STATUS_TM SMTM_CREATE_REQUEST No Change No Change Replaced by button in Transport Management Assignment Block, Customizing of this button can be done in table 3.1.4

Comments

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CREATE_TASK_TM

Replaced by button in Transport Management Assignment Block, Customizing of this button can be done in table 3.1.4

IN_PROCESS_TM LOGON_TM NAVIGATE_TO_TASKLIST_TM ON_CREATE_TM RELEASE_REQUEST_TM

SMTM_IN_PROCESS_TM SMTM_LOGON_TM SMTM_NAVIGATE_TO_TASKLIST_TM SMTM_ON_CREATE_TM

No Change No Change No Change No Change Replaced by button in Transport Management Assignment Block, Customizing of this button can be done in table 3.1.4

SDTM_SET_KB_DELTA TESTED_AND_NOT_OK_TM TESTED_AND_OK_TM TO_RETEST_TM WITHDRAW_TM

SMTM_SET_KB_DELTA SMTM_TESTED_AND_NOT_OK_TM SMTM_TESTED_AND_OK_TM SMTM_TO_RETEST_TM SMTM_WITHDRAW_TM

No Change No Change No Change No Change No Change

General Change (SMCG)


Action in 7.1
SMCG_BUILDING SMCG_CHANGE DOCUMENTATION SMCG_FALLBACK EXECUTION SMCG_TO BE TESTED SMCG_CHANGE EVALUATION SMCG_FAILED SMCG_CANCELED SMCG_CONFIRMED SMCG_WITHDRAWN SMCG_SET_KB_DELTA

Comments
Set status to transaction in In Process Set status to To be documented Set status to Restore source Set status to To be tested Set status to Change Evaluation Set status to Failed Set status Canceled Set status to Confirmed Set status to Withdrawn Required for TREX Search

4.3.3 Overview ChaRM-Actions


Request for Change (SMCR) Change Request (SDCR)
Action in 7.0
SET_PREDOC

Action in 7.1
SET_PREDOC

Comments
No change

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APP_PROC_INI

Required to initialize the approval procedure

APP_SCOPE

Updates the status of the items in the scope assignment block

SYSTEM_EXIST EXT_SCOPE

Check whether systems are assigned Set scope extension flag

Normal Change (SMMJ) Normal Correction (SDMJ)


Action in 7.0
SET_BO_LINKS SAVE_PARTNER CLEAR_EMPTY COPY_ALL SET_PREDOC RELEASE_ALL

Action in 7.1
SET_BO_LINKS SAVE_PARTNER CLEAR_EMPTY COPY_ALL SET_PREDOC RELEASE_ALL

Comments
No change No change No change No change No change No change

Urgent Change (SMHF) Urgent Correction (SDHF)


Action in 7.0
CREATE_HF SET_BO_LINKS CREATE_REQ

Action in 7.1
CREATE_HF SET_BO_LINKS

Comments
No change No change No automatic creation, replaced by a manual action (button) in the web user interface transport management assignment block, see 3.1.4

SAVE_PARTNER SET_PREDOC RELEASE_REQU IMPORT_TEST IMPORT_PROD CLOSE_TSK_LS CLEAR_EMPTY

SAVE_PARTNER SET_PREDOC RELEASE_REQU IMPORT_TEST IMPORT_PROD CLOSE_TSK_LS CLEAR_EMPTY

No change No change No change No change No change No change No change

Admin Change (SMAD) Admin Message (SDAD)


Action in 7.0
SET_ BO_LINKS SAVE_PARTNER

Action in 7.1
SET_ BO_LINKS SAVE_PARTNER

Comments
No change No change

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SET_PREDOC

SET_PREDOC

No change

Defect Correction (SMTM) Test Message (SDTM)


Action in 7.0
SET_BO_LINKS SAVE_PARTNER

Action in 7.1
SET_BO_LINKS SAVE_PARTNER

Comments
No changes No changes

General Change (SMCG)


Action in 7.0 Action in 7.1
SET_PREDOC SAVE_PARTNER

Comments
New transaction type- action similar New transaction type- action similar

Further ChaRM-Actions
Action in 7.0 Action in 7.1
APP_PROC_TBA

Comments
Initializes the approval steps Example Use Case: If the status Approved was rejected because of a Condition, the status will be reset to To be approved this action will then also reset the approval procedure.

PROJECT_ASSIGNED RETROFIT_WEB Starts Retrofit from Web UI

NAV_TASK_WEB

Open Task List from Web UI Only working when started via PPF action

4.3.4 Overview CRM PPF-Conditions


Schedule Conditions: The schedule condition decides whether an action should be scheduled for processing. An action is therefore only generated if the schedule condition is met.

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Start Conditions: The start condition is checked before the action is executed. The action is only executed if the start condition is satisfied. The optimization rule is a date rule and returns a date from when the action is relevant. No attempt to process the action is made until this date has arrived.

Example (Comparison SDCR <> SMCR): Change Request (SDCR):


Action Definition
CONFIRM_CR SDCR_CHECK_CONTEXT_ CONSISTENCE SDCR_CHECK_STATUS APPROVED REJECTED CREATE_CHANGE_DOC SDCR_SET_KB_DELTA Only Status To be approved Only Status To be approved Change Request Released -

Schedule Condition in 7.0


Application Realized -

Start Condition in 7.0


-

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Request for Change (SMCR):


Action Definition
SMCR_APPROVED_SYSTE MS SMCR_ASSIGN_SOLMAN_I BASE SMCR_AWAITING_APPROV AL SMCR_CANCEL_SCOPE_E XTENSION SMCR_CHECK_CONTEXT_ CONSISTENCE SMCR_CHECK_STATUS Product maintenance procedure is to be rechecked SMCR_CHECK_STATUS_A GAIN SMCR_CONFIRM SMCR_EXTEND_SCOPE SMCR_IT_RFC_APPROVAL _WORKFLOW SMCR_IT_RFC_CREATE_E MAIL_DOC SMCR_IT_RFC_DISPATCH SMCR_QUALIFY_CHANGE SMCR_REJECTED SMCR_RELEASE_FOR_DE VELOPMENT SMCR_RESET_TO_VALIDA TION SMCR_UPDATE_SCOPE SMCR_SET_KB_DELTA Status in Scope Extension Approved with or without errors In Initial Status In Qualification Status Approved Confirm SMCR In Implementation or Implemented RFC Awaiting Approval Status in Scope Extension On status qualification and extend scope Error-Free On created status SMCR -

Schedule Condition in 7.1


Not finished

Start Condition in 7.1


In Implementation and error-free SMCR

4.3.5 Overview ChaRM-Conditions


SDCR <> SMCR:
Condition in 7.0
IB_SYST_CHK MAINT_CAT

Condition in 7.1
IB_SYST_CHK MAINT_CAT

Comments

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PREDOC_CAN_BE_SET

Checks if predecessor document is editable and not locked

PROJECT_ASSIGNED SYSTEM_EXISTS

Check if the project field is filled Checks if all fields for items in the scope assignment block are filled

FOLLOW_ON_GEN_OK

Checks if a project is required for the current scope definition and checks if a project is assigned and if the project cycle is in the correct phase, so that change transactions can be created. Also it checks whether the assigned IBase is equal to the productive system of the landscape from the project.

Urgent Change (SMHF) Urgent Correction (SDHF)


Condition in 7.0
NO_BUSINESS_PARTNER IB_CMP_OK

Condition in 7.1
NO_BUSINESS_PARTNER

Comments
No changes Not required in 7.1, since check is performed from UI Framework

MAINT_INST RFC_DEST TASKLIST_ACTIVE BO_LINKS_COMPLETE NO_CRTCL_OBJ TR_REQUEST ANY_CHANGES IMPORT_INTO_TEST_OK SAME_USER IMPORT_INTO_PROD_OK TASK_LIST_CLOSED PREP_FOR_PROD NO_CHANGES

MAINT_INST RFC_DEST TASKLIST_ACTIVE BO_LINKS_COMPLETE NO_CRTCL_OBJ TR_REQUEST ANY_CHANGES IMPORT_INTO_TEST_OK SAME_USER IMPORT_INTO_PROD_OK TASK_LIST_CLOSED PREP_FOR_PROD NO_CHANGES
PREDOC_CAN_BE_SET

No changes No changes No changes No changes No changes No changes No changes No changes No changes No changes No changes No changes No changes

Checks if predecessor document is editable and not locked

Normal Change (SMMJ) Normal Correction (SDMJ)


Condition in 7.0
ALL_TASKS_RELEASED

Condition in 7.1
ALL_TASKS_RELEASED

Comments
No changes

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ANY_CHANGES BO_LINKS_COMPLETE CHECK_ACTION_PHASE IMPORT_OF_COPIES_OK MAINT_INST NO_BUSINESS_PARTNER NO_CHANGES NO_CRTCL_OBJ PREDOC_CAN_BE_SET PRODUCTION_IMPORT_OK RFC_DEST SAME_USER TASKLIST_ACTIVE TWB_TEST_OK

ANY_CHANGES BO_LINKS_COMPLETE CHECK_ACTION_PHASE IMPORT_OF_COPIES_OK MAINT_INST NO_BUSINESS_PARTNER NO_CHANGES NO_CRTCL_OBJ PREDOC_CAN_BE_SET PRODUCTION_IMPORT_OK RFC_DEST SAME_USER TASKLIST_ACTIVE TWB_TEST_OK

No changes No changes No changes No changes No changes No changes No changes No changes No changes No changes No changes No changes No changes No changes

Defect Correction (SMTM) Test Message (SDTM)


Condition in 7.0
ANY_CHANGES BO_LINKS_COMPLETE IB_SYST_CHK NO_BUSINESS_PARTNER NO_CHANGES RFC_DEST SAME_USER TASKLIST_ACTIVE TR_REQUEST

Condition in 7.1
ANY_CHANGES BO_LINKS_COMPLETE IB_SYST_CHK NO_BUSINESS_PARTNER NO_CHANGES RFC_DEST SAME_USER TASKLIST_ACTIVE TR_REQUEST

Comments
No changes No changes No changes No changes No changes No changes No changes No changes No changes

Admin Change (SMAD) Admin Message (SDAD)


Condition in 7.0
BO_LINKS_COMPLETE MAINT_INST NO_BUSINESS_PARTNER RFC_DEST SAME_USER

Condition in 7.1

Comments
No changes No changes No changes No changes No changes

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TASKLIST_ACTIVE
PREDOC_CAN_BE_SET

No changes

Checks if predecessor document is editable and not locked

General Change (SMCG)


Condition in 7.0 Condition in 7.1
PREDOC_CAN_BE_SET

Comments
Checks if predecessor document is editable and not locked

4.3.6 BadIs in Change Request Management


Most of the BadIs available for Change Request management Workflow setup are still valid and therefore reusable for the 7.1 release. Anyway there are some BadIs that that are GUI specific. As in 7.1 we change workflow processing to CRM Web UI these BadIs are no longer valid.

BadI
SOCM_CHECK_CONDITION SOCM_PROCESS_ACTION EVAL_SCHEDCOND_PPF EVAL_STARTCOND_PPF CRM_FIELD_AUTH_BADI

Function
Checks conditions for status transition Executes an action PPF: Exit for Evaluation of Schedule Condition PPF: Exit for Evaluation of Start Condition BAdI for Fieldcheck Tool

Comments
Still usable Still usable Still usable Still usable Not usable in 7.1,Web UI because BadI was specific for GUI Not usable in 7.1,Web UI because BadI was specific for GUI Still usable Still usable Not usable in 7.1,Web UI because BadI was specific for GUI Still usable Still usable

CRM_DNO_MONITOR ORDER_SAVE COM_PARTNER_BADI CRM_PARTNER_BADI EXEC_METHODCALL_PPF CRM_DNO_LTEXT_FILTER

Enhancements for Service Process Monitor BADI CRM Order Save Business Add Ins for Partner Processing User Exits for the CRM Shell in Partner Processing PPF: BADI for Execution of Actions Add-In for Filter Function: Long Text History for Service Process Authorization Check: CRM Business Transaction

CRM_ORDER_AUTH_CHECK

Still usable

4.3.7 Searching old transaction types in Web Client


The following text describes how you can activate existing SD* or ZD* transaction types for the search in the new Web Client UI.

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You can assign one more channels to a transaction type. If you have assigned a transaction type to certain channels, only these transaction types are proposed for selection in the input help in this channel. Note: If you use this function and have assigned a channel to just one transaction type, you must have assigned at least one channel for all of the transaction types used in your enterprise. The channel is determined when you create a transaction type and save it in the transaction header. Customizing Steps for Old Change Documents: IMG SAP Solution Manager Capabilities (Optional) Change Management Standard Configuration Transaction Types Define Transaction Types The channel is assigned to the new transaction types by default:

For the old transaction types there is no entry by default:

For those transaction types add channel CRM Web Client UI:

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Define Proxy Class, Log Text ID & Document Type: IMG SAP Solution Manager Capabilities (Optional) Change Management Standard Configuration Change Request Management Framework Assign Implementation to Change Transaction Types The proxy instance functions are an interface to the Schedule Manager. Every transaction type has its own proxy implementation. If you have created your own transaction types, you need to connect the Schedule Manager to your transaction types using a standard implementation. This ensures that the key properties relevant for the management of change requests are copied to your transaction type.

Please note that there are different kinds of classes/interfaces for each transaction type. For example if you want to use your own transaction type ZDMN you need to choose the corresponding proxy class for cycles:

4.3.8 Copy Control


Change Request Management and IT Service Management of SAP Solution Manager 7.1 uses the standard copy control of CRM. The own ChaRM copy control was replaced with a BadI implementation and a customizing table. February 2012 107

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To customize the copy control two steps are required: 1) Customize the standard copy control of CRM 2) Define the detail customizing for Incident, Problem and Change Request Management IMPORTANT: Copy Control rules for partners-functions changed from SAP Solution Manager 7.0 to SAP Solution Manager 7.1. The copy of partner-functions is no longer part of the copy-control process, the standard partner determination functionalities of CRM have to be used. In the standard partner determination you will find new SAP delivered rules to take over the partner from the preceding document. More Information can be found in 3.2.9

4.3.9 Categorization & Subject Profile


The Categorization of transactions which was used in the former release of SAP Solution Manager was replaced with the so called Multi Level Categorization - a powerful categorization functionality coming from CRM 7. The customizing of this categorization is much easier and can be mostly be done within the new Web Client User Interface. More information about how to configure and adapt the multi level categorization can also be found in 3.1.11 Another functionality of CRM 5 was now replaced in CRM 7. The Subject-Profile, which was used to determine the type of change in Change Request Management, is now replaced by the Change Category in the scope assignment block. Note: The subject profile itself still exists, but the handling is totally different. There is no standard field available on the user interface, but you are able to link specific categories of your categorization scheme of the multi level categorization with a specific subject profile so in the background assignments of subject profiles are still possible. However, since this is no longer used by Change Request Management this functionality is no longer supported and only the new functionality within the Scope Assignment Block can be used. More information regarding the Change Category and the general handling of the scope assignment block can be found in 3.1.3

4.3.10 Customizing Approval Settings


The approval functionalities in SAP Solution Manager are much more sophisticated as in the former release. Where as in the past the approval was implemented via a status change, triggered from an PPF action, in the new release there are so called approval procedures. More information how the approval procedures can be used, and what kind of functionalities are available can be found in section 3.1.2 of this document. However, if you want to use the existing way of approval management also within the new 7.1 release, and dont use the approval procedures maybe at least for a transition period you have to perform some extra setup. In standard 7.1 the scope items are managed by an internal status which is set via an approval procedure coding. If you don't use the approval procedure code, you have to customize the information in the PPF container status. This is an alternative approval scenario. The following describes the required steps:

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Implement the corrections of note 1608118 ChaRM scenario: Approve without CRM approval procedure via transaction SNOTE Call transaction SPRO and choose the IMG activity 'Define Action Profiles and Actions' (SAP Solution Manager Implementation Guide->Capabilities (Optional)->Change Management->Standard Configuration>Transaction Types->Transaction Types->Action Profile). Go to the relevant Request for Change action profile to the action which has the Method call 'HF_SET_STATUS' customized with the processing parameter 'USER_STATUS' and which sets the user status to approved. For the approval action, customize a new PPF container attribute element name = 'APPR_RESULT' with ABAP dictionary type 'CHAR1' and define initial value 'A' which represents approved status.

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Go to the relevant PPF action which rejects the scope. For the rejecting action, customize a new PPF container attribute element name = 'APPR_RESULT' with ABAP dictionary type 'CHAR1' and define initial value 'R' which represents rejected status.

Save your changes. Now when approving and choosing the status 'Release for Development', the followon change documents are generated.

4.3.11 Remote Connectivity for Managed Systems


The connection from the SAP Solution Manager and the Managed Systems for Change Request Management was also changed with the new release. In previous releases of ChaRM and QGM the remote communication was handled partly by the RFC destinations managed in SMSY and partly by the remote infrastructure of TMS. This led to confusion which infrastructure is used for which action. Also for all actions using the TMS infrastructure, users in client 000 of the target system are required. Therefore with Solution Manager 7.1 the remote infrastructure is changed to a sole usage of the SMSY RFC destinations. However, prerequisite to this usage is the availability of remote enabled APIs in the managed systems of SAP Solution Manager.

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A new remote infrastructure is now managing the queries between SAP Solution Manager and the Managed systems for the transport management activities. By using this new remote infrastructure domain links are no longer required. Note: This also applies to Quality Gate Management To be able to leverage the functionalities of the new remote infrastructure the ST/PI package needs to be deployed on your managed systems. Details can be found in SAP Note 1384598.

4.3.1 Migration of Customer specific fields


For fields that have been created on SAP Solution Manager 7.0 using the Easy Enhancement Workbench of CRM it is required to do a separate migration to have those fields also available for the UI configuration on the new Web Client UI. With CRM 7.0 the Easy Enhancement Workbench was replaced by the AET (Application Enhancement Tool). You can migrate manual fields to the format used in the Application Enhancement Tool (AET). This function is available in the form of a guided activity that takes you through the process of migrating manual fields of an extension. A manual field is either a field created manually in the ABAP dictionary by modifying an append structure, or a field created using the Easy Enhancement Workbench (EEW). Manual fields are displayed in the AET, but you cannot edit them. However, we cannot cover the complete migration process in this document therefore please have a look at the following links: SDN Blog from Stephen Johannes: CRM 40 to 52: CUSTOMER_H Fields URL: http://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/8442 CRM Application Help: Migration of Manual Fields URL: http://help.sap.com/saphelp_crm700_ehp02/helpdata/en/2a/341deba24548059b5ec229dbc0c334/frameset.htm

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5. Background Jobs
5.1 Which Jobs are relevant for Change Request Management?
The background jobs listed below are scheduled via transaction SOLMAN_SETUP as part of the basic Solution Manager configuration.

The job SM:TMWFLOW_CMSSYSCOL collects tracking data asynchronously from systems.


o o ABAP program:/TMWFLOW/CMSSYSCOL2 Start time: We recommend an immediate start.Repetition period: We recommend hourly execution.

Report CRM_SOCM_SERVICE_REPORT o To import a number of urgent corrections simultaneously into production systems, the report CRM_SOCM_SERVICE_REPORT can be used. o That means, the next status of a Change Document or Change Request can be set manually.

Report /TMWFLOW/SCMA_BTCH_SYNC_UC and /TMWFLOW/SCMA_BTCH_SYNC_TEST o You can also import urgent corrections that have been completed into parallel production systems by using the report /TMWFLOW/SCMA_BTCH_SYNC_UC, or into parallel test systems by using the report /TMWFLOW/SCMA_BTCH_SYNC_TEST.

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6. Troubleshooting
6.1 Useful SAP Notes
Note ID
1384598 1613908 1552585 1581485 907768

Description
Information regarding the new remote infrastructure Old transaction types in SAP Solution Manager 7.1 SAP Solution Manager: Basic functions 7.1 SP1 No main reference obj. after upgrade to Solution manager 7.1 Information regarding the required support package levels of managed system for Change Request Management

1572183 1574224 1483529 1561719 1599759 1606456 1604651 1607207 1586185 1620896 1384598 1358071 824554 633539

Information regarding authorizations for SAP Solution Manager RFC users Collective note for ChaRM 7.1 Master Note for ChaRM & QGM 7.10, SP0 Master Note for ChaRM & QGM 7.10, SP1 Master Note for ChaRM & QGM 7.10, SP2 Master Note for ChaRM & QGM 7.10, SP3 Bad Performance loading RT repositories CRM WebClient UI: Wrong config for copied Transaction types Project selection fails for some transaction types ChaRM: Change document not assigned to new project cycle Harmonizing RFC Communication infrastructure in ChaRM / QGM Usage of identical SIDs in Change Management ICM and SAP Web Dispatcher Timeout Parameter Time-out problems in the IC WebClient

6.2 Known Pitfalls & Resolution


6.2.1.1 Check for preceding document

If you are in a list view for change transactions (Urgent Changes; Normal Changes etc.) you have the possibility to directly create new change transactions. Following some rules of audit programs like SOX, FDA and so on Change Transactions can only be created with a successfully approved Change Request as preceding document To avoid this possibility of direct change transaction creation you can perform additional customizing, which will automatically create an error message as soon as someone tries to create a standalone Change transaction. February 2012 113

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Please perform the following steps: Use condition PREDOC_EXISTS to perform an additional check for your Change transaction. The relevant customizing view is stored in table TSOCM_COND_MAPP, that you can reach via IMG.

For example add this check for your customized Urgent Change ZMHF

Message 40 of application area SOCM_ACTION_LOG is: No predecessors exist for this document and should be on E for Error. The check PREDOC_EXISTS should be included for status E0001 or your corresponding initial status of your document type. February 2012 114

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6.2.1.2

No Status profile for SMMN

Status profile SMMNHEAD is missing for Transaction Type SMMN even after SOLMAN_SETUP was performed successfully Check SOLMAN_SETUP (Basic Configuration Step 5)

Looks good!

Does not help, seems the piece list is on a wrong version. Trying to fix the problem with note 1588994 Downgrade of configuration piece list after upgrade Got the data and ko file from the attachement and imported it into client 000 of DM1. Then repeated SCC1 in client 600. (need to give a short text description to the status profile before you can use it) Success!

6.2.1.3

Next Phase Development without release cannot be set

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Table SOCMV_STAT_PROP is empty for SMMN and has wrong status profile assigned.

Manually repair

6.2.1.4

English short text of lots of customizing and objects is missing

Use report AI_CRM_PIECE_LIST_INCLUDE to copy the content of the piece list AI_CUSTOMIZING to another Piece list you created (using SE01). This new piece list now is updated with all 6 delivery language texts.

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Then use the new Piece list for SCC1.

6.2.1.5

Impact and Urgency Fields are empty

Perform Customizing Define Impact/Urgency/Recommended Priority

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6.2.1.6

No Approval Procedure status profile

Solution -> perform customizing manually with client 000 as template

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6.2.1.7

No Multi level Categorization

Solution-> customize manually

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Result:

6.2.1.8

New Maintenance Project does not show up in the CRM UI

This is caused by a missing entry in Viewcluster /TMWFLOW/VC_CPVR. To fix it please maintain via SM34 the entry for CREATE_SMCR See Note 1586185 (Project selection fails for some transaction types)

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6.2.1.9

Logon to satellite system via Landscape assignment block does not work. Generally any GUI call via application launcher does not work

Issue occurs because Browser needs to be set to local intranet. Therefore put the CRM Web UI address to the websites that use the zone local intranet. Internet Explorer ->Tools -> Internet Options -> Tab Security choose Local Intranet and press the button Sites -> press Advanced button Add the address of the CRM Web UI and close.

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6.2.1.10

Display of Transport Request via the transport Management assignment block fails (no error message) and kills the current Solution Manager GUI mode. Risk Field is empty.

Issue is resolved by implementing note 1591988 Open Action Log for Transport ID doesn't works

6.2.1.11

Resolve by CRM Customizing:

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7. Additional Resources
7.1 IT Service Management
Service Marketplace http://service.sap.com/alm http://service.sap.com/alm-processes http://service.sap.com/rkt-solman http://service.sap.com/instguides https://websmp205.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000731940&

7.2 Change Request Management


http://service.sap.com/rkt-solman http://service.sap.com/changecontrol http://help.sap.com/saphelp_sm71_sp01/helpdata/en/4c/3acb82b50843b4e10000000a42189e/frameset.htm http://wiki.sdn.sap.com/wiki/display/SM/Change+Request+Management

7.3 Web Client UI Framework


https://websmp206.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000731921& Learning map for Technology Consultants http://wiki.sdn.sap.com/wiki/display/CRM/CRM+Web+Client+UI+Framework https://forums.sdn.sap.com/forum.jspa?forumID=292

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