ChaRM Configuration Guide
-
Upload
gopikrish04 -
Category
Documents
-
view
3.969 -
download
38
Transcript of 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
© Copyright 2012 SAP AG. All rights reserved.
No part of this publication may be reproduced or
transmitted in any form or for any purpose without the
express permission of SAP AG. The information contained
herein may be changed without prior notice.
Some software products marketed by SAP AG and its
distributors contain proprietary software components of
other software vendors.
Microsoft, Windows, Outlook, and PowerPoint are
registered trademarks of Microsoft Corporation.
IBM, DB2, DB2 Universal Database, OS/2, Parallel
Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390,
OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP,
Intelligent Miner, WebSphere, Netfinity, Tivoli, Informix,
i5/OS, POWER, POWER5, OpenPower and PowerPC are
trademarks or registered trademarks of IBM Corporation.
Adobe, the Adobe logo, Acrobat, PostScript, and Reader
are either trademarks or registered trademarks of Adobe
Systems Incorporated in the United States and/or other
countries.
Oracle is a registered trademark of Oracle Corporation.
UNIX, X/Open, OSF/1, and Motif are registered
trademarks of the Open Group.
Citrix, ICA, Program Neighborhood, MetaFrame,
WinFrame, VideoFrame, and MultiWin are trademarks or
registered trademarks of Citrix Systems, Inc.
HTML, XML, XHTML and W3C are trademarks or
registered trademarks of W3C®, World Wide Web
Consortium, Massachusetts Institute of Technology.
Java is a registered trademark of Sun Microsystems, Inc.
JavaScript is a registered trademark of Sun Microsystems,
Inc., used under license for technology invented and
implemented by Netscape.
MaxDB is a trademark of MySQL AB, Sweden.
SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP
NetWeaver, and other SAP products and services
mentioned herein as well as their respective logos are
trademarks or registered trademarks of SAP AG in
Germany and in several other countries all over the world.
All other product and service names mentioned are the
trademarks of their respective companies. Data contained
in this document serves informational purposes only.
National product specifications may vary.
These materials are subject to change without notice.
These materials are provided by SAP AG and its affiliated
companies ("SAP Group") for informational purposes only,
without representation or warranty of any kind, and SAP
Group shall not be liable for errors or omissions with
respect to the materials. The only warranties for SAP
Group products and services are those that are set forth in
the express warranty statements accompanying such
products and services, if any. Nothing herein should be
construed as constituting an additional warranty.
These materials are provided “as is” without a warranty of
any kind, either express or implied, including but not
limited to, the implied warranties of merchantability,
fitness for a particular purpose, or non-infringement.
SAP shall not be liable for damages of any kind including
without limitation direct, special, indirect, or consequential
damages that may result from the use of these materials.
SAP does not warrant the accuracy or completeness of the
information, text, graphics, links or other items contained
within these materials. SAP has no control over the
information that you may access through the use of hot
links contained in these materials and does not endorse
your use of third party web pages nor provide any warranty
whatsoever relating to third party web pages.
SAP NetWeaver “How-to” Guides are intended to simplify
the product implementation. While specific product
features and procedures typically are explained in a
practical business context, it is not implied that those
features and procedures are the only approach in solving a
specific business problem using SAP NetWeaver. Should
you wish to receive additional information, clarification or
support, please refer to SAP Consulting.
Any software coding and/or code lines / strings (“Code”)
included in this documentation are only examples and are
not intended to be used in a productive system
environment. The Code is only intended better explain and
visualize the syntax and phrasing rules of certain coding.
SAP does not warrant the correctness and completeness of
the Code given herein, and SAP shall not be liable for
errors or damages caused by the usage of the Code, except
if such damages were caused by SAP intentionally or
grossly negligent.
Disclaimer
Some components of this product are based on Java™. Any
code change in these components may cause unpredictable
and severe malfunctions and is therefore expressively
prohibited, as is any decompilation of these components.
Any Java™ Source Code delivered with this product is only
to be used by SAP’s Support Services and may not be
modified or altered in any way.
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
Typographic Conventions Type Style Description
Example Text Words or characters quoted
from the screen. These
include field names, screen
titles, pushbuttons labels,
menu names, menu paths,
and menu options.
Cross-references to other
documentation
Example text Emphasized words or
phrases in body text, graphic
titles, and table titles
Example text File and directory names and
their paths, messages,
names of variables and
parameters, source text, and
names of installation,
upgrade and database tools.
Example text User entry texts. These are
words or characters that you
enter in the system exactly as
they appear in the
documentation.
<Example
text>
Variable user entry. Angle
brackets indicate that you
replace these words and
characters with appropriate
entries to make entries in the
system.
EXAMPLE TEXT Keys on the keyboard, for
example, F2 or ENTER.
Icons
Icon Description
Caution
Note or Important
Example
Recommendation or Tip
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
February 2012 1
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.
Change Request Management – Configuration Guide
February 2012 2
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.
Change Request Management – Configuration Guide
February 2012 3
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
Change Request Management – Configuration Guide
February 2012 4
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.
Change Request Management – Configuration Guide
February 2012 5
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!
Change Request Management – Configuration Guide
February 2012 6
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
Change Request Management – Configuration Guide
February 2012 7
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
Change Request Management – Configuration Guide
February 2012 8
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
Change Request Management – Configuration Guide
February 2012 9
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
Change Request Management – Configuration Guide
February 2012 10
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
Change Request Management – Configuration Guide
February 2012 11
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
Change Request Management – Configuration Guide
February 2012 12
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.
Change Request Management – Configuration Guide
February 2012 13
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
Change Request Management – Configuration Guide
February 2012 14
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
Change Request Management – Configuration Guide
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.
Change Request Management – Configuration Guide
February 2012 16
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.
Change Request Management – Configuration Guide
February 2012 17
Each category has a System Role assigned. This can be checked by pressing the button System Role.
Change Request Management – Configuration Guide
February 2012 18
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.
Change Request Management – Configuration Guide
February 2012 19
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.
Change Request Management – Configuration Guide
February 2012 20
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.
Change Request Management – Configuration Guide
February 2012 21
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.
Change Request Management – Configuration Guide
February 2012 22
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.
Change Request Management – Configuration Guide
February 2012 23
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.
Change Request Management – Configuration Guide
February 2012 24
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.
Change Request Management – Configuration Guide
February 2012 25
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.
Change Request Management – Configuration Guide
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.
Change Request Management – Configuration Guide
February 2012 27
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
Change Request Management – Configuration Guide
February 2012 28
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.
Change Request Management – Configuration Guide
February 2012 29
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.
Change Request Management – Configuration Guide
February 2012 30
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>
Change Request Management – Configuration Guide
February 2012 31
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.
Change Request Management – Configuration Guide
February 2012 32
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).
Change Request Management – Configuration Guide
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.
Change Request Management – Configuration Guide
February 2012 34
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:
Change Request Management – Configuration Guide
February 2012 35
Define Urgency:
Define what combination of Impact and Urgency results in which recommended Priority:
Change Request Management – Configuration Guide
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.
Change Request Management – Configuration Guide
February 2012 37
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
Change Request Management – Configuration Guide
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
Change Request Management – Configuration Guide
February 2012 39
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:
Change Request Management – Configuration Guide
February 2012 40
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
Change Request Management – Configuration Guide
February 2012 41
Change Request Management – Configuration Guide
February 2012 42
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
Change Request Management – Configuration Guide
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.
Change Request Management – Configuration Guide
February 2012 44
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”
Change Request Management – Configuration Guide
February 2012 45
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
Change Request Management – Configuration Guide
February 2012 46
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”
Change Request Management – Configuration Guide
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:
Change Request Management – Configuration Guide
February 2012 48
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
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.
Change Request Management – Configuration Guide
February 2012 49
DELTESTDOC Delete test plan or test package in Test WB
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
ADDTESTDOC Add test plan or test package in Test WB
DELTESTDOC Delete test plan or test package 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.
Change Request Management – Configuration Guide
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:
http://service.sap.com/instguides SAP Components SAP Solution Manager Release 7.1 6
Additional Guides
3.1.10 Support Team Determination (optional)
Please refer to the configuration guide of Application Incident Management for more information on how to set
up a team determination.
You will find an overview of existing guides and documentations at the end of this document.
3.1.11 Multilevel Categorization
Multilevel categorization enables you to individually design the categorization of business transactions (e.g.
incidents) on up to 4 levels. It integrates functions such as auto completion, item determination based on
categories and search for related problems, knowledge articles and change requests.
For detailed instructions on how to set up and use multilevel categorization, please refer to the guide Multilevel
Categorization available in the SAP Service Marketplace:
http://service.sap.com/instguides SAP Components SAP Solution Manager Release 7.1 6
Additional Guides
Change Request Management – Configuration Guide
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.
Change Request Management – Configuration Guide
February 2012 52
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
Change Request Management – Configuration Guide
February 2012 53
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.
Change Request Management – Configuration Guide
February 2012 54
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.
Change Request Management – Configuration Guide
February 2012 55
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
Change Request Management – Configuration Guide
February 2012 56
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
Change Request Management – Configuration Guide
February 2012 57
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.
Change Request Management – Configuration Guide
February 2012 58
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.
Change Request Management – Configuration Guide
February 2012 59
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.
Change Request Management – Configuration Guide
February 2012 60
The standard settings of SMCR are shown in the figure below.
This screen shows the assigned Profiles and number ranges.
Change Request Management – Configuration Guide
February 2012 61
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.
Change Request Management – Configuration Guide
February 2012 62
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.
Change Request Management – Configuration Guide
February 2012 63
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
Change Request Management – Configuration Guide
February 2012 64
4. Save your settings.
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.
4. Save your settings.
After you activated the rich text editor, buttons for rich text formatting should be available for editing texts in incidents
and problems, as shown in the figure below.
Change Request Management – Configuration Guide
February 2012 65
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.
Change Request Management – Configuration Guide
February 2012 66
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.
Change Request Management – Configuration Guide
February 2012 67
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.
Change Request Management – Configuration Guide
February 2012 68
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.
Change Request Management – Configuration Guide
February 2012 69
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.
Change Request Management – Configuration Guide
February 2012 70
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).
Change Request Management – Configuration Guide
February 2012 71
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.
Change Request Management – Configuration Guide
February 2012 72
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.
Change Request Management – Configuration Guide
February 2012 73
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.
Change Request Management – Configuration Guide
February 2012 74
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).
Change Request Management – Configuration Guide
February 2012 75
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
Change Request Management – Configuration Guide
February 2012 76
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).
Change Request Management – Configuration Guide
February 2012 77
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.
Change Request Management – Configuration Guide
February 2012 78
As described, to change the status of the transaction in Change Request Management always the method
„HF_SET_STATUS“ is used – therefore we now need to configure the input parameters (container value) for
this method.
Select the new action in the “Action Definition” and open the subnode “Processing Types” – you will see a
screen similar as below:
Click on the the edit button of the processing parameters, to be able to change the container values.
Furthermore as a processing parameter the expression USER_STATUS with initial value E0011 is used – this
is the value of our newly created status (see table TJ30 with corresponding status profile)
This will enable the action to set the status to “UAT Test” (technical status name: E0011)
3.3.3 Step 3: Conditions
In the next step we need to define a condition for our new action. This will also be done in the customizing,
starting with transaction SPRO – follow this path:
IMG SAP Solution Manager Capabilities (Optional) Change Management Standard Configuration
Transaction Types Action Profile Define Conditions
Change Request Management – Configuration Guide
February 2012 79
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.
Change Request Management – Configuration Guide
February 2012 80
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”
Change Request Management – Configuration Guide
February 2012 81
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:
Change Request Management – Configuration Guide
February 2012 82
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)
Change Request Management – Configuration Guide
February 2012 83
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.
Change Request Management – Configuration Guide
February 2012 84
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.
Change Request Management – Configuration Guide
February 2012 85
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)
Change Request Management – Configuration Guide
February 2012 86
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:
IMG SAP Solution Manager Capabilities (Optional) Change Management Standard Configuration
Change Request Management Framework Define Status Attributes
The field “Sequence” specifies the sequence of the status values, how they should be processed in the
straight forward process. If you use the report CRM_SOCM_SERVICE_REPORT to trigger the next status
value of a transaction type, the field “Sequence” is necessary for this report to recognize the correct status
value to set. (e.g. You schedule the report on a daily basis, to close all confirmed Urgent Changes
automatically)
3.3.6 Optional: ChaRM Actions & Conditions
Besides the Actions and Conditions of the Post Processing Framework there are also specific ChaRM actions
and conditions that can be assigned to a specific status value (e.g. these actions and conditions can be used
to trigger activities regarding the transport management system)
You can customize them via the activity “Make Settings for Change Transaction Types”:
IMG SAP Solution Manager Capabilities (Optional) Change Management Standard Configuration
Change Request Management Framework Make Settings for Change Transaction Types
Change Request Management – Configuration Guide
February 2012 87
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.
Change Request Management – Configuration Guide
February 2012 88
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.
Change Request Management – Configuration Guide
February 2012 89
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
Change Request Management – Configuration Guide
February 2012 90
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
Change Request Management – Configuration Guide
February 2012 91
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
Change Request Management – Configuration Guide
February 2012 92
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
Created Created No Changes
In Development In Development No Changes
To Be Tested To be Tested No Changes
Change Request Management – Configuration Guide
February 2012 93
Successfully Tested Successfully Tested No Changes
Authorized for
Production Authorized for Production
No Changes
Production Imported into Production No Changes
Confirmed Confirmed No Changes
Completed Completed No Changes
Withdrawn Withdrawn No Changes
Statusprofile for Administrative Message (SDAD) and Admin Change (SMAD)
Statusprofile SDHF Statusprofile SMHF Comments
Created Created No Changes
In Process In Process No Changes
Completed Completed No Changes
Confirmed Confirmed No Changes
Withdrawn Withdrawn No Changes
Statusprofile for Test Message (SDTM) and Defect Correction (SMTM)
Statusprofile SDHF Statusprofile SMHF Comments
Created Created No Changes
In Process In Correction Naming adjusted
To be Retested To be Retested No Changes
Confirmed Confirmed No Changes
Withdrawn Withdrawn 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
Change Request Management – Configuration Guide
February 2012 94
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)
Change Request Management – Configuration Guide
February 2012 95
Action in 7.0 Action in 7.1 Comments
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
Management Assignment Block,
settings of this button can be
maintained via customizing. Please see
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
Management Assignment Block,
settings of this button can be
maintained via customizing. Please see
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
Management Assignment Block,
Change Request Management – Configuration Guide
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)
Action in 7.0 Action in 7.1 Comments
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
Management Assignment Block,
settings of this button can be
maintained via customizing. Please see
section 3.1.4
CREATE_TASK Replaced by button in Transport
Management Assignment Block,
settings of this button can be
maintained via customizing. Please see
section 3.1.4
GO_LIVE 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
Change Request Management – Configuration Guide
February 2012 97
RELEASE_REQUEST Replaced by button in Transport
Management Assignment Block,
settings of this button can be
maintained via customizing. Please see
section 3.1.4
RETROFIT_CRM 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)
Action in 7.0 Action in 7.1 Comments
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)
Action in 7.0 Action in 7.1 Comments
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
Management Assignment Block,
Customizing of this button can be done
in table 3.1.4
Change Request Management – Configuration Guide
February 2012 98
CREATE_TASK_TM Replaced by button in Transport
Management Assignment Block,
Customizing of this button can be done
in table 3.1.4
IN_PROCESS_TM 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
Management Assignment Block,
Customizing of this button can be done
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)
Action in 7.0 Action in 7.1 Comments
SET_PREDOC SET_PREDOC No change
Change Request Management – Configuration Guide
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
Normal Change (SMMJ) – Normal Correction (SDMJ)
Action in 7.0 Action in 7.1 Comments
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
SET_PREDOC SET_PREDOC No change
RELEASE_ALL RELEASE_ALL No change
Urgent Change (SMHF) – Urgent Correction (SDHF)
Action in 7.0 Action in 7.1 Comments
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
SAVE_PARTNER SAVE_PARTNER No change
SET_PREDOC SET_PREDOC No change
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
Admin Change (SMAD) – Admin Message (SDAD)
Action in 7.0 Action in 7.1 Comments
SET_ BO_LINKS SET_ BO_LINKS No change
SAVE_PARTNER SAVE_PARTNER No change
Change Request Management – Configuration Guide
February 2012 100
SET_PREDOC SET_PREDOC No change
Defect Correction (SMTM) – Test Message (SDTM)
Action in 7.0 Action in 7.1 Comments
SET_BO_LINKS SET_BO_LINKS No changes
SAVE_PARTNER SAVE_PARTNER No changes
General Change (SMCG)
Action in 7.0 Action in 7.1 Comments
SET_PREDOC New transaction type- action similar
SAVE_PARTNER New transaction type- action similar
Further ChaRM-Actions
Action in 7.0 Action in 7.1 Comments
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.
Change Request Management – Configuration Guide
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 - -
Change Request Management – Configuration Guide
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 - -
Change Request Management – Configuration Guide
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.
Urgent Change (SMHF) – Urgent Correction (SDHF)
Condition in 7.0 Condition in 7.1 Comments
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
PREDOC_CAN_BE_SET Checks if predecessor document is
editable and not locked
Normal Change (SMMJ) – Normal Correction (SDMJ)
Condition in 7.0 Condition in 7.1 Comments
ALL_TASKS_RELEASED ALL_TASKS_RELEASED No changes
Change Request Management – Configuration Guide
February 2012 104
ANY_CHANGES ANY_CHANGES No changes
BO_LINKS_COMPLETE BO_LINKS_COMPLETE No changes
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_BUSINESS_PARTNER NO_BUSINESS_PARTNER No changes
NO_CHANGES NO_CHANGES 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
RFC_DEST RFC_DEST No changes
SAME_USER SAME_USER No changes
TASKLIST_ACTIVE TASKLIST_ACTIVE No changes
TWB_TEST_OK TWB_TEST_OK No changes
Defect Correction (SMTM) – Test Message (SDTM)
Condition in 7.0 Condition in 7.1 Comments
ANY_CHANGES ANY_CHANGES No changes
BO_LINKS_COMPLETE BO_LINKS_COMPLETE No changes
IB_SYST_CHK IB_SYST_CHK No changes
NO_BUSINESS_PARTNER NO_BUSINESS_PARTNER No changes
NO_CHANGES NO_CHANGES No changes
RFC_DEST RFC_DEST No changes
SAME_USER SAME_USER No changes
TASKLIST_ACTIVE TASKLIST_ACTIVE No changes
TR_REQUEST TR_REQUEST No changes
Admin Change (SMAD) – Admin Message (SDAD)
Condition in 7.0 Condition in 7.1 Comments
BO_LINKS_COMPLETE No changes
MAINT_INST No changes
NO_BUSINESS_PARTNER No changes
RFC_DEST No changes
SAME_USER No changes
Change Request Management – Configuration Guide
February 2012 105
TASKLIST_ACTIVE No changes
PREDOC_CAN_BE_SET Checks if predecessor document is
editable and not locked
General Change (SMCG)
Condition in 7.0 Condition in 7.1 Comments
PREDOC_CAN_BE_SET Checks if predecessor document is
editable and not locked
4.3.6 BadIs in Change Request Management
Most of the BadIs available for Change Request management Workflow setup are still valid and therefore
reusable for the 7.1 release. Anyway there are some BadIs that that are GUI specific. As in 7.1 we change
workflow processing to CRM Web UI these BadIs are no longer valid.
BadI 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
was specific for GUI
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
was specific for GUI
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.
Change Request Management – Configuration Guide
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:
IMG SAP Solution Manager Capabilities (Optional) Change Management Standard Configuration
Transaction Types Define Transaction Types
The channel is assigned to the new transaction types by default:
For the old transaction types there is no entry by default:
For those transaction types add channel CRM Web Client UI:
Change Request Management – Configuration Guide
February 2012 107
Define Proxy Class, Log Text ID & Document Type:
IMG SAP Solution Manager Capabilities (Optional) Change Management Standard Configuration
Change Request Management Framework Assign Implementation to Change Transaction Types
The proxy instance functions are an interface to the Schedule Manager. Every transaction type has its own
proxy implementation.
If you have created your own transaction types, you need to connect the Schedule Manager to your
transaction types using a standard implementation. This ensures that the key properties relevant for the
management of change requests are copied to your transaction type.
Please note that there are different kinds of classes/interfaces for each transaction type. For example if you
want to use your own transaction type ZDMN you need to choose the corresponding proxy class for cycles:
4.3.8 Copy Control
Change Request Management and IT Service Management of SAP Solution Manager 7.1 uses the standard
copy control of CRM. The own ChaRM copy control was replaced with a BadI implementation and a
customizing table.
Change Request Management – Configuration Guide
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:
Change Request Management – Configuration Guide
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.
Change Request Management – Configuration Guide
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.
Change Request Management – Configuration Guide
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
Change Request Management – Configuration Guide
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.
Change Request Management – Configuration Guide
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
1561719 Master Note for ChaRM & QGM 7.10, SP1
1599759 Master Note for ChaRM & QGM 7.10, SP2
1606456 Master Note for ChaRM & QGM 7.10, SP3
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.
Change Request Management – Configuration Guide
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.
Change Request Management – Configuration Guide
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:
Change Request Management – Configuration Guide
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.
Change Request Management – Configuration Guide
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”
Change Request Management – Configuration Guide
February 2012 118
6.2.1.6 No Approval Procedure status profile
Solution -> perform customizing manually with client 000 as template
Change Request Management – Configuration Guide
February 2012 119
6.2.1.7 No Multi level Categorization
Solution-> customize manually
Change Request Management – Configuration Guide
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)
Change Request Management – Configuration Guide
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.
Change Request Management – Configuration Guide
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:
Change Request Management – Configuration Guide
February 2012 123
7. Additional Resources
7.1 IT Service Management
Service Marketplace
http://service.sap.com/alm
http://service.sap.com/alm-processes
http://service.sap.com/rkt-solman
http://service.sap.com/instguides
https://websmp205.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000731940&
7.2 Change Request Management
http://service.sap.com/rkt-solman
http://service.sap.com/changecontrol
http://help.sap.com/saphelp_sm71_sp01/helpdata/en/4c/3acb82b50843b4e10000000a42189e/frameset.htm
http://wiki.sdn.sap.com/wiki/display/SM/Change+Request+Management
7.3 Web Client UI Framework
https://websmp206.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000731921& Learning map for Technology Consultants
http://wiki.sdn.sap.com/wiki/display/CRM/CRM+Web+Client+UI+Framework
https://forums.sdn.sap.com/forum.jspa?forumID=292