ChaRM Configuration Guide

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 Description

1.1 Updated version, including additional topics/detailed information about

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

1.00 First official release of this guide

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Table of Contents

1. General Information............................................................................................................. 1

1.1 Change Request Management Overview .................................................................... 1

1.2 Chapters Overview ....................................................................................................... 2

2. Standard Configuration ...................................................................................................... 3

2.1 Check-Prerequisites ..................................................................................................... 3

2.1.1 Required Activities ........................................................................................... 3

2.1.2 Basic Configuration SAP Solution Manager .................................................... 3

2.1.3 Piece List Activation ......................................................................................... 5

2.2 Implementation of Notes ............................................................................................... 6

2.3 Copy Transaction Types ............................................................................................... 7

2.3.1 Copy Transaction Types via Report ................................................................ 8

2.3.2 Manual Copy .................................................................................................. 12

2.4 Automatic Configuration ............................................................................................. 12

2.5 Manual Configuration ................................................................................................. 13

2.5.1 Transport Management System .................................................................... 13

2.5.2 Authorizations ................................................................................................ 14

2.5.3 Business Roles and Authorizations ............................................................... 14

2.5.4 Create a SAP Solution Manager Project to activate Change Request

Management .................................................................................................. 15

2.5.5 Managed System information (IBase) ........................................................... 25

2.5.6 Master Data ................................................................................................... 26

3. Additional Configuration .................................................................................................. 33

3.1 Additional Functions ................................................................................................... 33

3.1.1 CRM Field Customizing ................................................................................. 33

3.1.2 Approval Procedures ..................................................................................... 38

3.1.3 Scope Assignment Block ............................................................................... 42

3.1.4 Transport Management Assignment Block .................................................... 44

3.1.5 Landscape Assignment Block ........................................................................ 46

3.1.6 Project, Solution, Document & Test management Assignment Block ........... 47

3.1.7 SAP WebClient UI Configuration & Personalization ...................................... 49

3.1.8 Adding Custom Actions to the SAP WebClient UI ......................................... 49

3.1.9 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 Transaction Type ........................................................................................... 58

3.2.2 Text Determination Procedure ....................................................................... 61

3.2.3 Partner Determination Procedure .................................................................. 65

3.2.4 Status Profile .................................................................................................. 66

3.2.5 Date Profile .................................................................................................... 68

3.2.6 Action Profile .................................................................................................. 69

3.2.7 Number Ranges ............................................................................................. 71

3.2.8 Assign new transaction types to Change Request Management .................. 72

3.2.9 Integration with other Processes (Copy Control) ........................................... 73

3.2.10 Notifications ................................................................................................... 75

3.3 Example Use Case: How to enhance the standard workflow .................................... 76

3.3.1 Step 1: Status Profile ..................................................................................... 76

3.3.2 Step 2: Actions ............................................................................................... 77

3.3.3 Step 3: Conditions .......................................................................................... 78

3.3.4 Step 4: Create new condition ......................................................................... 81

3.3.5 Step 5: Define Status Attributes ..................................................................... 86

3.3.6 Optional: ChaRM Actions & Conditions ......................................................... 86

4. Upgrade .............................................................................................................................. 88

4.1 Overview ..................................................................................................................... 88

4.1.1 Transition phase ............................................................................................ 88

4.1.2 Upgrade Roadmap ......................................................................................... 89

4.2 Options to take over open transactions ...................................................................... 90

4.3 Configuration Comparison (7.0 <> 7.1) ...................................................................... 91

4.3.1 Overview Status Profiles ................................................................................ 91

4.3.2 Overview CRM PPF Actions .......................................................................... 94

4.3.3 Overview ChaRM-Actions .............................................................................. 98

4.3.4 Overview CRM PPF-Conditions .................................................................. 100

4.3.5 Overview ChaRM-Conditions....................................................................... 102

4.3.6 BadIs in Change Request Management ...................................................... 105

4.3.7 Searching old transaction types in Web Client ............................................ 105

4.3.8 Copy Control ................................................................................................ 107

4.3.9 Categorization & Subject Profile .................................................................. 108

4.3.10 Customizing Approval Settings .................................................................... 108

4.3.11 Remote Connectivity for Managed Systems................................................ 110

4.3.1 Migration of Customer specific fields ........................................................... 111

5. Background Jobs ............................................................................................................ 112

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

6. Troubleshooting .............................................................................................................. 113

6.1 Useful SAP Notes ..................................................................................................... 113

6.2 Known Pitfalls & Resolution ...................................................................................... 113

7. Additional Resources ...................................................................................................... 123

7.1 IT Service Management ........................................................................................... 123

7.2 Change Request Management ................................................................................. 123

7.3 Web Client UI Framework ........................................................................................ 123

Change Request Management – Configuration Guide

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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

SAP‟s 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.


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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

http://service.sap.com/instguides


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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. Transport Management System

2. Activate Integration with Change Request Management

3. Set up Authorization and Work Center Navigation

4. 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


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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 3-

system landscape in the Change Request Management RKT-Materials via http://service.sap.com/rkt-solman

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 für den Service Desk Release 7.1

1436271 UIU framework SM

1436270 Sammelhinweis Berechtigungen Solution Manager Release 7.1



February 2012 15

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 shouldn´t 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.


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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.


February 2012 26

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/rkt-

solman 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 company‟s 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 create business partners and system users (by using a reference user)

o update existing business partners

o search for users via existing RFC connections between the SAP Solution Manager and managed systems of type READ


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o identify users and business partners by e-mail address

o display all execution details

o 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.

http://help.sap.com/


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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>


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6. Select the BP role Employee.

7. In the Employee Data area of the Identification tab, assign the employee‟s 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).

http://service.sap.com/


February 2012 33

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:


February 2012 36

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


February 2012 38

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:

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 Approval Policy Comments

AI_CM_AP_STEP AI_CM_CR_RFC_STE Used for step determination

AI_CM_AP_PRO AI_CM_CR_RFC_PRO 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”.

Invalid partner function for approval step Z_STEP_02; has been reset to default


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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 it‟s 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.

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:

Add Scope Item

Define Change Category &

IBase


February 2012 43

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.


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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.) it‟s 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 close task list

CREATE_REQ create request


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CREATE_TASK create task

IBASE_COMPONENT I base component field

PROJECT_ID Project ID field

RELEASE_COPY release transport of copies

RELEASE_REQU release original request

SCOPE scope assignment block

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”


February 2012 47

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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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 Add Project in Project Context

SOLN Add Solution in Solution Context

DELETEPROJ Delete Project in Project Context

DELETESOLN Delete Solution Object in Soln. Context

ADDDOCU Add Document in Document Context

DELETEDOC Delete Document Object in Doc. Context

ADDPROJOBJ Add Project structure object

DELETEPROJ Delete Object

ADDTESTDOC Add test plan or test package in Test WB


DELTESTDOC Delete test plan or test package in Test WB

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.


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STATUSINFO Status Info System in Test WB

TESTREPORT Test Report in Test WB

ADDPROJECT Add Project in Project Context

SOLN Add Solution in Solution Context

DIROBJ Add Structure Object in Solution Context

MAINPROJ Add Maintenance Project in Solution

Context

DELETESOLN Delete Solution Object in Soln. Context

ADDDOCU Add Document in Document Context

DELETEDOC Delete Document Object in Doc. Context

STATUSINFO Status Info System in Test WB

TESTREPORT Test Report in Test WB



DELETEPROJ 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.

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


February 2012 50

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

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.

You’ll 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:


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:


Additional Guides




February 2012 51

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.

Before you start changing the SAP Standard Configuration please copy the configuration into your namespace


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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 and save your setting to an

appropriately transport order which is popping up

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.


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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. Start transaction DNO_CUST04.

2. Switch to Change mode and choose New Entries.

3. Enter the following data:

Field Name: AI_CRM_TXTEDIT_HTML

Field Value: X

Description: Activation of Rich Text Editor in WebUI


February 2012 64


To activate the rich text editor for a specific user, please do the following:

1. Start transaction SU01.

2. Switch to Change mode Navigate to the tab Parameters.

3. Enter AI_CRM_TXTEDIT_HTML as Parameter ID and X as Parameter value, as shown in the figure below.


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).


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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 Configuration of Email, Fax, Paging/SMS via SMTP

691303 Sending mails after status change

733511 Sending mails with link to transactions

573736 Changing E-Mail-ID of Sender

788626 PPF: Adjustment of smart form documents

895546 FAQ: Partner dependend actions

670544 FAQ: Actions

621183 Partner dependend actions not working

812385 Partner determination via BADI COM_PARTNER_BADI and access sequence

99965 Internet Mail Gateway: Configuration

152474 Testing of Fax and Email

455127 Email (SMTP) in different SAP releases

1275036 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).


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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 condition-

dependent 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:


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 PPF-

Action 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.

After that we can make a double click on the “ErrorFreeFlag” to add this as a parameter.


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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 PPF-

Action 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:


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”:


Change Request Management Framework Make Settings for Change Transaction Types

SAPEVENT:DOCU_LINK/DS:RE.CRM_SOCM_SERVICE_REPORT


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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 ChaRM-

Conditions 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 date-

profile

Copy new status- and 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, …).

You‟ll 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).

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).

SAP Solution

Manager 7.0

Closed Transactions

Open Transactions

New Maintenance Cycle (SMMN)

Maintenance Cycle (SDMN) SAP Solution

Manager 7.1

Open Transactions

New Transactions

Take over


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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

Yes Yes

SDHF "In Development" with open

transport requests Yes Yes

SDAD

"Confirmed" - has to be in “finish"

status when closing project

cycle

Yes* Yes*

SDTM "In Process" with open transport

requests 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

Yes Yes

SDAD

"Confirmed" - has to be in “finish"

status when closing project

cycle

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 Statusprofile SMCR Comments

To be Approved Created 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 No Changes

Extending Scope Status to extend the scope of the request,

after approval

Authorized Approved 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

Being Implemented Creation of change transactions. This

status indicates that the change

transactions have been created and are in

process

Implemented Implemented All change transactions have been finished.

Flag “RELE” required

Confirmed Confirmed No Changes

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

Statusprofile SDMJ Statusprofile SMMJ Comments

Created Created No Changes

In Development In Development No Changes

To Be Tested To be Tested No Changes

Consolidated Successfully Tested Naming adjusted

Production Imported into Production Naming adjusted

Withdrawn Withdrawn No Changes

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

Statusprofile SDHF Statusprofile SMHF Comments


In Development In Development No Changes

To Be Tested To be Tested No Changes


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Successfully Tested Successfully Tested No Changes

Authorized for

Production Authorized for Production

No Changes

Production Imported into Production No Changes


Completed Completed No Changes


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



In Process In Process No Changes

Completed Completed No Changes



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



In Process In Correction Naming adjusted

To be Retested To be Retested No Changes



Statusprofile for General Change (SMCG)

Statusprofile SMCG Comments

Created Newly created transaction

In Process Change is in process

To be Tested Change ready for test

To be Documented Change documentation

Change Analysis Change analysis

Failed Changes has failed

Restore source Change has failed, Restore source

Confirmed Change is confirmed


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Canceled Source was restored, Change canceled

Withdrawn Change was withdrawn

4.3.2 Overview CRM PPF Actions

Request for Change (SMCR) – Change Request (SDCR)

Action in 7.0 Action in 7.1 Comments

APPROVED 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 Set status to awaiting approval

SMCR_CANCEL_SCOPE_EXTENSION Set status back to “Being Implemented”

SDCR_CHECK_CONTEXT_CON

SISTENCE

SMCR_CHECK_CONTEXT_CONSISTENCE No Change

SDCR_CHECK_STATUS SMCR_CHECK_STATUS No Change

SMCR_CHECK_STATUS_AGAIN Performs a manual check to refresh errors in the

transaction

CONFIRM_CR SMCR_CONFIRM No Change

SMCR_EXTEND_SCOPE Set status to “Extending Scope”

SMCR_IT_RFC_APPROVAL_WORKFLOW Required for the SAP workflow integration

SMCR_IT_RFC_CREATE_EMAIL_DOC Sends an email

SMCR_IT_RFC_DISPATCH Dispatch the RfC, based on dispatching rules

SMCR_QUALIFY_CHANGE Set status to “In Validation”

REJECTED SMCR_REJECTED No Change

CREATE_CHANGE_DOC SMCR_RELEASE_FOR_DEVELOPMENT No Change

SMCR_RESET_TO_VALIDATION Set status back to “In Validation”

SDCR_SET_KB_DELTA SMCR_SET_KB_DELTA No Change

SMCR_UPDATE_SCOPE Set status to “Approved” without going through

the approval procedure again

Normal Change (SMMJ) – Normal Correction (SDMJ)


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APPROVE_CRITICAL_OBJS_MJ SMMJ_APPROVE_CRITICAL_OBJS_MJ Inactive – replaced by button in

Transport Management Assignment

Block, Customizing of this button can be

done in table XYZ

CHECK_STATUS_AGAIN_MJ SMMJ_CHECK_STATUS_AGAIN_MJ

CHECK_STATUS_MJ SMMJ_CHECK_STATUS_MJ

COPY_CONTEXT_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




section 3.1.4

IN_PROCESS_MJ SMMJ_IN_PROCESS_MJ No Change

LOGON_MJ 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 SMMJ_ON_CREATE_MJ No change

PRODUCTIVE_MJ SMMJ_PRODUCTIVE_MJ No change

RELEASE_REQUEST_MJ Replaced by button in Transport




section 3.1.4

RETROFIT_CRM_MJ SMMJ_RETROFIT_CRM_MJ No change

SDMJ_SET_KB_DELTA SMMJ_SET_KB_DELTA No change

TESTED_AND_NOT_OK_MJ SMMJ_TESTED_AND_NOT_OK_MJ No change

TESTED_AND_OK_MJ SMMJ_TESTED_AND_OK_MJ No change

TO_BE_TESTED_MJ SMMJ_TO_BE_TESTED_MJ No change

TRANSPORT_COPIES_MJ Replaced by button in Transport



February 2012 96

Customizing of this button can be done

in table XYZ

TRANSPORT_TO_SANDBOX_MJ SMMJ_TRANSPORT_TO_SANDBOX_MJ No change

WITHDRAW_MJ SMMJ_WITHDRAW_MJ No change

Urgent Change (SMHF) – Urgent Correction (SDHF)


APPROVE_CRITICAL_OBJS_HF SMHF_APPROVE_CRITICAL_OBJS_HF Inactive – replaced by button in

Transport Management Assignment

Block, Customizing of this button can be

done in table XYZ

CHECK_STATUS SMHF_CHECK_STATUS No Change

CHECK_STATUS_AGAIN SMHF_CHECK_STATUS_AGAIN No Change

CLOSE SMHF_CLOSE No Change

CONFIRM SMHF_CONFIRM No Change

CONTEXT_TAKE_OVER 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




section 3.1.4

CREATE_TASK Replaced by button in Transport




section 3.1.4

GO_LIVE SMHF_GO_LIVE No Change

IN_PROCESS SMHF_IN_PROCESS No Change

LOGON 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 SMHF_ON_SAVE No Change

PRODUCTIVE SMHF_PRODUCTIVE No Change


February 2012 97

RELEASE_REQUEST Replaced by button in Transport




section 3.1.4

RETROFIT_CRM SMHF_RETROFIT_CRM No Change

SDHF_SET_KB_DELTA SMHF_SET_KB_DELTA No Change

TESTED_AND_NOT_OK SMHF_TESTED_AND_NOT_OK No Change

TESTED_AND_OK SMHF_TESTED_AND_OK No Change

TO_BE_TESTED SMHF_TO_BE_TESTED No Change

WITHDRAW SMHF_WITHDRAW No Change

Admin Change (SMAD) – Admin Message (SDAD)


CHECK_STATUS_AD SMAD_CHECK_STATUS_AD No Change

CHECK_STATUS_AGAIN_AD SMAD_CHECK_STATUS_AGAIN_AD No Change

COPY_CONTEXT_AD Replaced by standard copy control –

see section 3.2.9

FINISHED_AD SMAD_FINISHED_AD No Change

IN_PROCESS_AD SMAD_IN_PROCESS_AD No Change

LOGON_AD SMAD_LOGON_AD No Change

NAVIGATE_TO_TASKLIST_AD SMAD_NAVIGATE_TO_TASKLIST_AD No Change

OK_AD SMAD_OK_AD No Change

ON_CREATE_AD SMAD_ON_CREATE_AD No Change

SDAD_SET_KB_DELTA SMAD_SET_KB_DELTA No Change

TESTED_AND_NOT_OK_AD SMAD_TESTED_AND_NOT_OK_AD No Change

WITHDRAW_AD SMAD_WITHDRAW_AD No Change

Defect Correction (SMTM) – Test Message (SDTM)


SMTM_APPROVE_CRITICAL_OBJS_HF

CHECK_STATUS_AGAIN_TM SMTM_CHECK_STATUS_AGAIN_TM No Change

CHECK_STATUS_TM SMTM_CHECK_STATUS_TM No Change

CREATE_REQUEST_TM SMTM_CREATE_REQUEST Replaced by button in Transport



in table 3.1.4


February 2012 98

CREATE_TASK_TM Replaced by button in Transport



in table 3.1.4

IN_PROCESS_TM SMTM_IN_PROCESS_TM No Change

LOGON_TM SMTM_LOGON_TM No Change

NAVIGATE_TO_TASKLIST_TM SMTM_NAVIGATE_TO_TASKLIST_TM No Change

ON_CREATE_TM SMTM_ON_CREATE_TM No Change

RELEASE_REQUEST_TM Replaced by button in Transport



in table 3.1.4

SDTM_SET_KB_DELTA SMTM_SET_KB_DELTA No Change

TESTED_AND_NOT_OK_TM SMTM_TESTED_AND_NOT_OK_TM No Change

TESTED_AND_OK_TM SMTM_TESTED_AND_OK_TM No Change

TO_RETEST_TM SMTM_TO_RETEST_TM No Change

WITHDRAW_TM SMTM_WITHDRAW_TM No Change

General Change (SMCG)

Action in 7.1 Comments

SMCG_BUILDING Set status to transaction in “In Process”

SMCG_CHANGE DOCUMENTATION Set status to “To be documented”

SMCG_FALLBACK EXECUTION Set status to “Restore source”

SMCG_TO BE TESTED Set status to “To be tested”

SMCG_CHANGE EVALUATION Set status to “Change Evaluation”

SMCG_FAILED Set status to “Failed”

SMCG_CANCELED Set status “Canceled”

SMCG_CONFIRMED Set status to “Confirmed”

SMCG_WITHDRAWN Set status to “Withdrawn”

SMCG_SET_KB_DELTA Required for TREX Search

4.3.3 Overview ChaRM-Actions

Request for Change (SMCR) – Change Request (SDCR)


SET_PREDOC SET_PREDOC No change


February 2012 99

APP_PROC_INI Required to initialize the approval

procedure

APP_SCOPE Updates the status of the items in the

scope assignment block

SYSTEM_EXIST Check whether systems are assigned

EXT_SCOPE Set scope extension flag



SET_BO_LINKS SET_BO_LINKS No change

SAVE_PARTNER SAVE_PARTNER No change

CLEAR_EMPTY CLEAR_EMPTY No change

COPY_ALL COPY_ALL No change


RELEASE_ALL RELEASE_ALL No change



CREATE_HF CREATE_HF No change

SET_BO_LINKS SET_BO_LINKS No change

CREATE_REQ No automatic creation, replaced by a

manual action (button) in the web user

interface transport management

assignment block, see 3.1.4



RELEASE_REQU RELEASE_REQU No change

IMPORT_TEST IMPORT_TEST No change

IMPORT_PROD IMPORT_PROD No change

CLOSE_TSK_LS CLOSE_TSK_LS No change

CLEAR_EMPTY CLEAR_EMPTY No change



SET_ BO_LINKS SET_ BO_LINKS No change



February 2012 100




SET_BO_LINKS SET_BO_LINKS No changes

SAVE_PARTNER SAVE_PARTNER No changes



SET_PREDOC New transaction type- action similar

SAVE_PARTNER New transaction type- action similar

Further ChaRM-Actions


APP_PROC_TBA 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.


February 2012 101

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 Schedule Condition in 7.0 Start Condition in 7.0

CONFIRM_CR Application Realized -

SDCR_CHECK_CONTEXT_

CONSISTENCE

- -

SDCR_CHECK_STATUS - -

APPROVED Only Status „To be approved‟ -

REJECTED Only Status „To be approved‟ -

CREATE_CHANGE_DOC - Change Request „Released‟

SDCR_SET_KB_DELTA - -


February 2012 102

Request for Change (SMCR):

4.3.5 Overview ChaRM-Conditions

SDCR <> SMCR:

Condition in 7.0 Condition in 7.1 Comments

IB_SYST_CHK IB_SYST_CHK

MAINT_CAT MAINT_CAT

Action Definition Schedule Condition in 7.1 Start Condition in 7.1

SMCR_APPROVED_SYSTE

MS

Not finished In Implementation and error-free SMCR

SMCR_ASSIGN_SOLMAN_I

BASE

On created status SMCR -

SMCR_AWAITING_APPROV

AL

On status qualification and extend scope Error-Free

SMCR_CANCEL_SCOPE_E

XTENSION

Status in Scope Extension -

SMCR_CHECK_CONTEXT_

CONSISTENCE

- -

SMCR_CHECK_STATUS Product maintenance procedure is to be

rechecked

-

SMCR_CHECK_STATUS_A

GAIN

- -

SMCR_CONFIRM Confirm SMCR -

SMCR_EXTEND_SCOPE In Implementation or Implemented -

SMCR_IT_RFC_APPROVAL

_WORKFLOW

- RFC Awaiting Approval

SMCR_IT_RFC_CREATE_E

MAIL_DOC

- -

SMCR_IT_RFC_DISPATCH - -

SMCR_QUALIFY_CHANGE In Initial Status -

SMCR_REJECTED In Qualification -

SMCR_RELEASE_FOR_DE

VELOPMENT

Status Approved -

SMCR_RESET_TO_VALIDA

TION

Approved with or without errors -

SMCR_UPDATE_SCOPE Status in Scope Extension -

SMCR_SET_KB_DELTA - -


February 2012 103

PREDOC_CAN_BE_SET Checks if predecessor document is

editable and not locked

PROJECT_ASSIGNED Check if the project field is filled

SYSTEM_EXISTS 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.



NO_BUSINESS_PARTNER NO_BUSINESS_PARTNER No changes

IB_CMP_OK Not required in 7.1, since check is performed

from UI Framework

MAINT_INST MAINT_INST No changes

RFC_DEST RFC_DEST No changes

TASKLIST_ACTIVE TASKLIST_ACTIVE No changes

BO_LINKS_COMPLETE BO_LINKS_COMPLETE No changes

NO_CRTCL_OBJ NO_CRTCL_OBJ No changes

TR_REQUEST TR_REQUEST No changes

ANY_CHANGES ANY_CHANGES No changes

IMPORT_INTO_TEST_OK IMPORT_INTO_TEST_OK No changes

SAME_USER SAME_USER No changes

IMPORT_INTO_PROD_OK IMPORT_INTO_PROD_OK No changes

TASK_LIST_CLOSED TASK_LIST_CLOSED No changes

PREP_FOR_PROD PREP_FOR_PROD No changes

NO_CHANGES NO_CHANGES No changes





ALL_TASKS_RELEASED ALL_TASKS_RELEASED No changes


February 2012 104



CHECK_ACTION_PHASE CHECK_ACTION_PHASE No changes

IMPORT_OF_COPIES_OK IMPORT_OF_COPIES_OK No changes

MAINT_INST MAINT_INST No changes



NO_CRTCL_OBJ NO_CRTCL_OBJ No changes

PREDOC_CAN_BE_SET PREDOC_CAN_BE_SET No changes

PRODUCTION_IMPORT_OK PRODUCTION_IMPORT_OK No changes




TWB_TEST_OK TWB_TEST_OK No changes





IB_SYST_CHK IB_SYST_CHK No changes






TR_REQUEST TR_REQUEST No changes



BO_LINKS_COMPLETE No changes

MAINT_INST No changes

NO_BUSINESS_PARTNER No changes

RFC_DEST No changes

SAME_USER No changes


February 2012 105

TASKLIST_ACTIVE No changes







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 Function Comments

SOCM_CHECK_CONDITION Checks conditions for status transition Still usable

SOCM_PROCESS_ACTION Executes an action Still usable

EVAL_SCHEDCOND_PPF PPF: Exit for Evaluation of Schedule Condition Still usable

EVAL_STARTCOND_PPF PPF: Exit for Evaluation of Start Condition Still usable

CRM_FIELD_AUTH_BADI BAdI for Fieldcheck Tool Not usable in 7.1,Web UI because BadI

was specific for GUI

CRM_DNO_MONITOR Enhancements for Service Process Monitor Not usable in 7.1,Web UI because BadI


ORDER_SAVE BADI CRM Order Save Still usable

COM_PARTNER_BADI Business Add Ins for Partner Processing Still usable

CRM_PARTNER_BADI User Exits for the CRM Shell in Partner

Processing

Not usable in 7.1,Web UI because BadI


EXEC_METHODCALL_PPF PPF: BADI for Execution of Actions Still usable

CRM_DNO_LTEXT_FILTER Add-In for Filter Function: Long Text History

for Service Process Still usable

CRM_ORDER_AUTH_CHECK Authorization Check: CRM Business

Transaction 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.


February 2012 106

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:


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:


February 2012 107

Define Proxy Class, Log Text ID & Document Type:


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 108

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

don‟t 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:


February 2012 109

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.


February 2012 110

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 follow-

on 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.


February 2012 111

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


http://help.sap.com/saphelp_crm700_ehp02/helpdata/en/2a/341deba24548059b5ec229dbc0c334/frameset.htm


February 2012 112

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 ABAP program:/TMWFLOW/CMSSYSCOL2

o 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.


February 2012 113

6. Troubleshooting

6.1 Useful SAP Notes

Note ID Description

1384598 Information regarding the new remote infrastructure

1613908 Old transaction types in SAP Solution Manager 7.1

1552585 SAP Solution Manager: Basic functions 7.1 SP1

1581485 No main reference obj. after upgrade to Solution manager 7.1

907768 Information regarding the required support package levels of managed system for Change

Request Management

1572183 Information regarding authorizations for SAP Solution Manager RFC users

1574224 Collective note for ChaRM 7.1

1483529 Master Note for ChaRM & QGM 7.10, SP0




1604651 Bad Performance loading RT repositories

1607207 CRM WebClient UI: Wrong config for copied Transaction types

1586185 Project selection fails for some transaction types

1620896 ChaRM: Change document not assigned to new project cycle

1384598 Harmonizing RFC Communication infrastructure in ChaRM / QGM

1358071 Usage of identical SIDs in Change Management

824554 ICM and SAP Web Dispatcher Timeout Parameter

633539 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 114

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 115

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

Root cause found:


February 2012 116

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.


February 2012 117

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”


February 2012 118

6.2.1.6 No Approval Procedure status profile

Solution -> perform customizing manually with client 000 as template


February 2012 119

6.2.1.7 No Multi level Categorization

Solution-> customize manually


February 2012 120

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)


February 2012 121

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.


February 2012 122

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.

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

6.2.1.11 Risk Field is empty.

Resolve by CRM Customizing:


February 2012 123

7. Additional Resources

7.1 IT Service Management

Service Marketplace

http://service.sap.com/alm

http://service.sap.com/alm-processes



https://websmp205.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000731940&

7.2 Change Request Management


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

http://service.sap.com/alm

http://service.sap.com/alm-processes





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


http://wiki.sdn.sap.com/wiki/display/CRM/CRM+Web+Client+UI+Framework

https://forums.sdn.sap.com/forum.jspa?forumID=292