SAP Solution Manager to register and track Complaints and Service Requests
Sensitivity: Internal & Restricted
On
Indian Institute of Science
In case of system issues, please send mail to sapsupport@iisc.ac.in
SAP Solution Manager to register and track Complaints and Service Requests
Sensitivity: Internal & Restricted
Project Name Document Name Document Location
IISc Solman configuration IISc Complaint and Service Request User Manual for End-Users _V1.0
Bangalore
BY
Change
Control
1.0 IISc Complaint and Service Request User Manual for End-Users
_V1.0
27-02-
2021
Pandiri Madhu
Kiran Reddy
Naren Babu
1.1 IISc Complaint and Service Request User Manual for End-Users _V1.1
07-03-
2021
Amit Kumar Chakraborty 07-03-2021
SAP Solution Manager to register and track Complaints and Service Requests
Sensitivity: Internal & Restricted
Complaint (Incident)
A Complaint (Incident) is an unplanned interruption to an IT service, or a non-
standard occurrence in a specific SAP functional module which causes unplanned
interruption to the IT service or may reduce the quality of a service immediately or in the
near future. An incident appears to the user as unexpected system behavior, such as:
- An unexpected or unclear error message on the screen
- Incorrect or missing data
- System performance problems
When an incident is recorded on the SAP Solution Manger i.e. Solman, it is generally
a break/fix issue which involves some configuration change or new non-standard
functional development in SAP. An example of an incident – “TGPA or CGPA scores
of a student are with erroneous calculation”
Steps for Creation of a complaint (incident) in Solution Manager
Step 1: Go to URL : https://solman.iisc.ac.in/
.
SAP Solution Manager to register and track Complaints and Service Requests
Sensitivity: Internal & Restricted
Step 2: Enter the SolMan User Id and Password provided by SAP support and click
on Logon
Step 3: In order to register a new complaint (incident) please click on ‘Register a
Complaint’ under ‘Create’ option on left hand side of the navigation bar
Click on create →
Register a
complaint option
SAP Solution Manager to register and track Complaints and Service Requests
Sensitivity: Internal & Restricted
It will open the Complaint register (New Incident) form as shown below:
Step 4: Fill the mandatory fields like ‘Description’, Relevant ‘SAP Module’ and
‘Priority’. Type your user ID i.e. the login ID and hit enter for the ‘Reported By’
Field . By Default, the status of the complaint created for the first time is “New”.
Against the ‘Description’ box at the bottom of the screen , please provide a
detailed log information about the issue/error with Date & Time in reverse
chronological order (latest date on top and earliest date at bottom) for better
visibility, attach screen shots as well as detailed error re-producing documents (if
any) and click on submit to generate complaint number.
SAP Solution Manager to register and track Complaints and Service Requests
Sensitivity: Internal & Restricted
Step 4a: If you want to attach any screen shots/documented information about the complaint,
please go to attachments section and upload.
Provide short
description of
the issue/error
Down list [Error is related which
module e.g. SLcM, Hostel &
Provide Detailed log information about
the issue/error with Date & Time in
reverse chronological order for better
visibility
on upload
SAP Solution Manager to register and track Complaints and Service Requests
Sensitivity: Internal & Restricted
Step 5: Click on SUBMIT button to save and submit the complaint and generate a
complaint number
Click on Submit button to generate complaint number
SAP Solution Manager to register and track Complaints and Service Requests
Sensitivity: Internal & Restricted
Step 1: Select search complaints and service requests → Search complaints
Step 2: Provide complaint (incident) Id in the search criteria and click on Search
You can see the Complaint (incident) details in the result list of Search as shown above.
Steps for Replying to the concerned Consultant about the complaint:
Step 1: Open complaint using the ‘search complaint’ option and click on ‘Edit’ button
to update/add details to your complaint.
SAP Solution Manager to register and track Complaints and Service Requests
Sensitivity: Internal & Restricted
Step 2: Provide your reply as log information with date and time in the detailed
‘Description’ Box and click on ‘SUBMIT’ button.
Steps for Closing a complaint (incident):
Step 1: After resolving the issue, the concerned Consultant will set the complaint status
as ‘Resolved’.
Step 2: The complainant user will test the fixed/resolved issue/error in SAP
system .
click on ‘SUBMIT’ button
SAP Solution Manager to register and track Complaints and Service Requests
Sensitivity: Internal & Restricted
Step 3: If the testing is successful with relevant data by the user, the status is actually
considered as ‘Resolved’, SolMan will allow the complainant user to close/confirm
the complaint.
Click on confirm → Yes to close the complaint (check below pic)
Note: If complaint (incident) is not in ‘Resolved status , SolMan will not allow to close/
confirm the ticket.
Note : The complaint (incident) once closed, can not be further edited/re-opened in SolMan
(check above Pic)
SAP Solution Manager to register and track Complaints and Service Requests
Sensitivity: Internal & Restricted
Service Request (SR)
A Service Request is typically a request from a user for information, advice, or a
pre-defined service (e.g. password reset) used regularly within the organization.
A service request is a one-item transaction, for which the item is usually
automatically determined or for a standard change (a pre-approved change that is
low risk, relatively common and follows a procedure) or for access to an IT service.
Examples of Service Requests (SRs):
- Download request for any specific SAP report/s
- Password Unlock/Reset Request/s
- New User ID Creation Requests/s
Steps for Creation of a Service Request (SR) in Solution Manager
Step 1: Go to URL : https://solman.iisc.ac.in/
.
Step 2: Enter the SolMan User Id and Password provided by SAP support and click
on Logon
SAP Solution Manager to register and track Complaints and Service Requests
Sensitivity: Internal & Restricted
Step 3: In order to register a new Service Request (SR) please click on ‘Register a
Service Request’ under ‘Create’ option on left hand side of the navigation bar
It will open Service Request register form as shown below:
Click on create →
Register a Service
Request option
SAP Solution Manager to register and track Complaints and Service Requests
Sensitivity: Internal & Restricted
Step 4: Fill the mandatory fields like ‘Description’, Relevant ‘SAP Module’ and
‘Priority’. Type your user ID i.e. the login ID and hit enter for the ‘Reported By’
Field . By Default, the status of the service request created for the first time is
“New”.
Against the ‘Description’ box at the bottom of the screen , please provide a
detailed log information about the service request with Date & Time in reverse
chronological order (latest date on top and earliest date at bottom) for better
visibility, attach screen shots as well as detailed documents (if any) and click on
submit to generate Service Request (SR) number.
Provide short
Down list (Error is related which
module, like SLcM, ReFX, Finance,
Finannce)
from Drop-Down list
Type your user
ID and enter
SAP Solution Manager to register and track Complaints and Service Requests
Sensitivity: Internal & Restricted
If you want to attach any screen shots/documented information about the Service Request, please
go to attachments section and upload.
Click on submit button to generate service request number
Provide Detailed log information about the
Service Request with Date & Time in reverse
chronological order for better visibility
Click on choose files
request number
SAP Solution Manager to register and track Complaints and Service Requests
Sensitivity: Internal & Restricted
Example of a newly submitted Service Request (SR):
SAP Solution Manager to register and track Complaints and Service Requests
Sensitivity: Internal & Restricted
Steps for Searching a Service Request in Solution Manager
Step 1: Select search complaints and service requests → Search Service Request
Step 2: Provide Service Request Id in the search criteria and click on Search
You can see the Service Request details in the result list of Search as shown above.
SAP Solution Manager to register and track Complaints and Service Requests
Sensitivity: Internal & Restricted
Steps for Replying to the concerned Consultant about the service request:
Step 1: Open service request using the ‘search service request’ option and click on
‘Edit’ button to update/add details to your service request.
Step 2: Provide your reply as log information with date and time in the detailed
‘Description’ Box and click on ‘SUBMIT’ button.
Provide your reply as log information with date
and time in the detailed ‘Description’ Box and
click on ‘SUBMIT’ button
SAP Solution Manager to register and track Complaints and Service Requests
Sensitivity: Internal & Restricted
Steps for Closing a service request:
Step 1: After addressing the service request with a solution, the concerned Consultant
will set the complaint status as ‘Proposed Solution’ or ‘Resolved’.
Step 2: The concerned user will test the proposed solution in SAP system .
Step 3: If the testing is successful with relevant data by the user, the status is actually
considered as resolved, SolMan will allow the concerned user to close/confirm the
service request.
Click on confirm → Yes to close the service request (check below pic)
Note: If ticket is not in resolved status , tool will not allow to close/confirm the ticket.
SAP Solution Manager to register and track Complaints and Service Requests
Sensitivity: Internal & Restricted