Question Re: ITSM - Problem Management in Technology Q&A

ITSM - Problem Management

Former Member — Thu, 07 Nov 2013 10:33:07 GMT

Hi All

I would greatly appreciate it if you could assist me with the following issue that I am having at a customer. We are implementing Incident and Problem Management for Solution Manager 7.1 SP8. When we create a follow on (Problem) from the incident and close the problem ticket, it doesnt update the incident or close the incident.

We are using the SAP standard actions and conditions. This is the error we are receiving.

Thank you for your assistance.

Regards

Deena Govender

Re: ITSM - Problem Management

former_member204161 — Thu, 07 Nov 2013 11:01:44 GMT

Hi Deena ,

As per standard , when a Problem gets created from the Incident, the Incident can be "locked " to it , so that it cannot be individually closed unless the Problem is closed first . Now that the Problem is confirmed , you need to confirm the Incident manually.

Let me know if this helps.

Regards,

Shaswat

Re: ITSM - Problem Management

Former Member — Thu, 07 Nov 2013 23:10:15 GMT

Hi Shaswat

Thanks for the input. This really doesnt help me as the information I have been reading says that when you close a problem this will automatically confirm the incident. As you can see from the above screenshot, there is a predefined action that updates the statuses of the incident (lock/unlock...closed/completed).

I am assuming that this action will update the necessary incident accordingly.

Regards

Deena Govender

Re: ITSM - Problem Management

Former Member — Fri, 08 Nov 2013 04:06:01 GMT

Hi Deena,

I have tested in my system and is working fine.

When you confriming Problem - related Incidents are set to Solution Proposed

Rg Dan

Re: ITSM - Problem Management

Former Member — Fri, 08 Nov 2013 04:12:18 GMT

Deena Check this:

Action Update Dependent Incicidents

Incidents can be set to Proposed Solution - check in wich statuses they are
Is text id Solution is filled in problem ?
Any attachments ?
Related Knowledge articles in problem
SAP notes ?

I have tried in my system same SP08 all is ok

Created problem directly not as follow up
Created incident and set status to In process
Inserted Incident in Related incidents ass. block in problem
Locked the incident
Confirmed Problem
Incident status updated - Solution Proposed

RG Dan

Re: ITSM - Problem Management

Former Member — Fri, 08 Nov 2013 06:18:14 GMT

Hi Dan

thank you for your assistance. I have tested as you have suggested and it works. Once the problem is closed, the statuses of the incident is updated and confirmed as well.

I am going to test creating a follow on problem document and see if this also works. Will get back to you shortly.

Regards

Deena Govender

Re: ITSM - Problem Management

Former Member — Fri, 08 Nov 2013 06:34:17 GMT

Hi Dan

I have tested the different scenarios and it works like perfectly. What was strange is that I tested the same thing yesterday and as you can see from the errors above, it didnt work.

Thank you for the fresh pair of eyes and ears.

Regards

Deena Govender

Re: ITSM - Problem Management

Former Member — Fri, 08 Nov 2013 08:57:23 GMT

Hi Deena,

You are welcome, nice to hear it is solved.

If you ever encounter some new issues just ask

Rg Dan

Re: ITSM - Problem Management

Former Member — Fri, 08 Nov 2013 09:57:39 GMT

Hi Dan

Thanks for your assistance, much appreciated. I do have one more issue that needs to be resolved and have posted this before, not sure if you will be able to assist with this as well.

Regards

Deena Govender