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upporting Software Maintenance With SAP Solution Manager.pdf|Upl
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©SAP AG 2005
Supporting Software Maintenance with SAP Solution Manager
Product Management SAP Solution Manager, SAP AG
©SAP AG 2005
Supporting SP and SP Stack Maintenance
Processing Change Requests
Overview
Supporting SAP HotNews Maintenance
Prerequisites
© SAP AG 2006
SAP Solution-Based Software Maintenance
SAP provides a method to more efficiently communicate solution-specific software maintenance recommendations to customers and facilitates them to easily apply the proposed changes.
The new Approach
! Customer operates a complex solution landscape consisting of several key components, e.g. ECC, APO, CRM, BW etc.
! SAP provides notes, patches, legal changes, support packages, and even upgrades. As of today, customers have to find out and judge by themselves if those are applicable to their solution.
Customer Situation
Record solution
structure and transfer to
SAP
Identify applicable software changes
Propose solution specific software
maintenance plan
Initiate software application via change request
Execute maintenance
process
© SAP AG 2006
Software Maintenance
Management Summary"Support of software maintenance activities by offering easy retrieval of
relevant SAP HotNews and granting dedicated access to relevant support packages and support package stacks for selected components and systems of an operative solution
" Integration into Change Request Managament process to initiate and execute the installation of the respective SAP software updates
Business Value/Benefits"Transparency of software updates required for customers to facilitate
seemless system operation"Controlled download and application of software updates"Easier software update handling and reduced costs for customer
© SAP AG 2006
Better Handling of Customer Support Processes
Planning of maintenance" Notes" Top Notes" Hot News" Support Packages and Stacks
Administration
Provide transparency
©SAP AG 2005
Supporting SP and SP Stack Maintenance
Processing Change Requests
Overview
Supporting SAP HotNews Maintenance
Prerequisites
© SAP AG 2006
Supporting SAP HotNews Maintenance
Hot
New
sP
lann
ingSAP HotNews Inbox (DSWP)
Retrieve relevantHotNews from SMP*
Postpone HotNews for later administration
Set HotNews to not relevant (not applicable, read only)
Filter HotNewsview
Transaction Processing (CRMD_ORDER)Create change request
Process change request – start standard „urgent correction process“
Log activities
Hot
New
sP
roce
ssin
g
Check change request data
Approve change request for HotNews
Based upon infrastructure (see prerequisites)
* SAP Service Marketplace
© SAP AG 2006
Software Maintenance – SAP HotNews
Retrieve SAP HotNews from SAP Service Marketplace(Transaction: DSWP, Operations area, Change Management tab, HotNewsInbox, New tab)
" Retrieve relevant SAP HotNews using Refresh button
SAP HotNews retrieved for# matching application components
(as assigned to logical component) in combination with
# matching product version of the logicalcomponent and software component version of the source system (here TW2)
Displayed SAP HotNews Component is alwaysthe primary component
© SAP AG 2006
Software Maintenance – SAP HotNews
Filter settings in SAP HotNews Inbox(Transaction: DSWP, Operations area, Change Management tab, HotNewsInbox, New/Postponed/Not relevant tab)
" Filter displayed data according to your areas of responsibility
Hide the filter to save space
Check filter settings first if you missEntries, active filter indicated by “Filter is Active” at the top of the News tab (not shown)
12
3
© SAP AG 2006
Software Maintenance – SAP HotNews
Create change request for SAP HotNews (1/3)(Transaction: DSWP, Operations area, Change Management tab, HotNewsInbox, New tab)
" Create change request for selected SAP HotNews in order to apply for SAP HotNews installation for the respective system, here TW2
1
2
© SAP AG 2006
Software Maintenance – SAP HotNews
Create change request for SAP HotNews (2/3)(Transaction: CRMD_ORDER)
" Change request pre-filled with SAP HotNews and solution-specific information including notes requested for installation
Fast Entry– SAP HotNews
Transcation Data/Context tab– Solution-specific informationIncluding SAP Hot News (see Notes)
3
4
© SAP AG 2006
Software Maintenance – SAP HotNews
Create change request for SAP HotNews (3/3)(Transaction: DSWP, Operations area, Change Management tab, HotNewsInbox, New tab)
" Change requests with their status can be viewed anytime
Change request display possible# per system # per logical component (as shown)# for status values except confirmed/
rejectedActivity status change traced andvisible on the Log tab
© SAP AG 2006
Software Maintenance – SAP HotNews
Postpone SAP HotNews (1/2)(Transaction: DSWP, Operations area, Change Management tab, HotNewsInbox, New tab)
" Postpone SAP HotNews for administration at a later point of time
1
2
© SAP AG 2006
Software Maintenance – SAP HotNews
Postpone SAP HotNews (2/2)(Transaction: DSWP, Operations area, Change Management tab, HotNewsInbox, Postpone tab)
" Comment the reasons/background for postponing SAP HotNews to increase transparency
Comments listed in chronological order
Log allows status change trackingfor respective SAP HotNews
© SAP AG 2006
Software Maintenance – SAP HotNews
Set postponed SAP HotNews back to New(Transaction: DSWP, Operations area, Change Management tab,HotNews Inbox, Postpone tab)
1
2
3 Comment handling after status change# Comment history is saved per status
(New, Postponed, Not Relevant) # History records proposed as default
description for new comment
© SAP AG 2006
Software Maintenance – SAP HotNews
SAP HotNews Set to Not Relevant(Transaction: DSWP, Operations area, Change Management tab, HotNewsInbox, Not Relevant tab)
" Set SAP HotNews to not relevant if – after thorough investigation –they are not applicable for the system in your solution or of type information only
" Comment the reasons/background setting SAP HotNews to not relevant to increase transparency
1
2
Not relevant SAP HotNews can be set back to status New
© SAP AG 2006
Software Maintenance – SAP HotNews
SAP HotNews activity logging(Transaction: DSWP, Operations area, Change Management tab,HotNews Inbox, Log tab)
" Every activity resulting in a status change (such as New -> Postponed) is recorded
" Creation of change requests recorded as well
Click on comment icon to see Complete comment
©SAP AG 2005
Supporting SP and SP Stack Maintenance
Processing Change Requests
Overview
Supporting SAP HotNews Maintenance
Prerequisites
© SAP AG 2006
Supporting Support Packages and Stacks Maintenance
SP
/sta
ck
plan
ning
Support Packages and Stack Inbox (DSWP)
Navigate to support package and support package stack informationin SAP Service Marketplace
Filter SP/Stacks view
Transaction Processing (CRMD_ORDER)
Create change request
Process change request – start SP/stack implementation process
SP
/sta
ckpr
oces
sing Check and enchance change request data with SP/stack information from
SAP Service Marketplace
Approve change request for SP/stack
Based upon infrastructure (see prerequisites)
© SAP AG 2006
Software Maintenance – Support Packages/Stacks
Explore Support Packages/ SP Stacks Inbox(Transaction: DSWP, Operations area, Change Management tab,Support Package and Stack Inbox)
1
2
Software components, releases, and SP levels corresponding to those of leading and source systems in transaction SMSY
System with leading role, usually production
System with role development in the respective log. component
© SAP AG 2006
Software Maintenance – Support Packages/Stacks
View support package/SP stack information in SAP Service Marketplace(Transaction: DSWP, Operations area, Change Management tab,Support Package and Stack Inbox)
1
2
Product release-specific entry intoSAP Service Marketplace
Detail you support package/stack search for software components(SAP ABA 6.20 etc.) based on the SP/stacklevel of your source system
© SAP AG 2006
Software Maintenance – Support Packages/Stacks
Create change request for SPs/stacks (1/3)(Transaction: DSWP, Operations area, Change Management tab,Support Package and Stack Inbox)
" Create change request for SPs/stacks in order to apply for their installation" Using Change Request Management, the SPs/stacks will be from transported in
a controlled fashion from source to production systems
1
2
© SAP AG 2006
Software Maintenance – Support Packages/Stacks
Create change request for SPs/stacks (2/3)(Transaction: CRMD_ORDER, Transaction Data button)
" Change request pre-filled with solution-specific information" Manually enhance Support Packages or Stacks section
Pre-filled solution-specific information3
4Support package added manually based on SAP Service Marketplace input (via context menu)
© SAP AG 2006
Software Maintenance – Support Packages/Stacks
Create change request for SPs/stacks (3/3)(Transaction: DSWP, Operations area, Change Management tab, Support Package and Stack Inbox)
" Change requests with their status can be viewed anytime
Display possible# per system (as shown)# per logical component
©SAP AG 2005
Supporting SP and SP Stack Maintenance
Processing Change Requests
Overview
Supporting SAP HotNews Maintenance
Prerequisites
© SAP AG 2006
Software Maintenance – Change Requests
Check and approve change request (1/2)(Transaction: CRMD_ORDER, Transaction Data button)
" Access change request via Transaction Monitor (such as new change requests)
" Check respective – here – SAP HotNews in SAP Service Marketplace
Change Manager
Use context menu to navigate to SAP Service Marketplace (directly on note Number) or to add additional note (on Notes)
© SAP AG 2006
Software Maintenance – Change Requests
Check and approve change request (2/2)(Transaction: CRMD_ORDER, Fast Entry area)
" Maintain additional change request data and approve the changerequest and start urgent correction process
1
2
Change Manager
3
Approved
© SAP AG 2006
Software Maintenance – Change Requests
Process Urgent Correction and apply note without correction (1/3)(Transaction: CRMD_ORDER, Fast Entry area)
" Current processor (developer) sets urgent correction to development and is added to transport request with task created in development system
Developer
1
2
© SAP AG 2006
Software Maintenance – Change Requests
Process Urgent Correction and apply SAP note without correction (2/3)(Transaction: CRMD_ORDER, Transaction Data area, Context tab)
" Access SAP note documentation in SAP Service Marketplace" Add depending/side-effect notes
Developer
Use context menu to navigate to SAP Service Marketplace (directly on note Number) or to add additional note (on Notes)
© SAP AG 2006
Software Maintenance – Change Requests
Process Urgent Correction and apply note without correction (3/3)(Transaction: CRMD_ORDER, Transaction Data area, Context tab)
" To apply the note(s), transaction SNOTE is automatically processed for SAP HotNews implementation
Developer
Use context menu on note number levelto implement the note (example shows note without correction instruction)
Final implementation remains manual step
© SAP AG 2006
Software Maintenance – Change Requests
Process Urgent Correction and apply note with correction (1/3)(Transaction: CRMD_ORDER, Transaction Data area, Context tab)
" Direct lauch of SAP Note Assistant in satellite system to process note implementation
Developer
Use context menu on note number level to implement the note
1
© SAP AG 2006
Software Maintenance – Change Requests
Process Urgent Correction and apply note with correction (2/3)(Transaction: SNOTE in satellite system, Implement SAP Note from menu)
Developer
Implementation status for SAP noteon “Can be implemented”
Select workbench request to store corrections for transport
2
34
© SAP AG 2006
Software Maintenance – Change Requests
Process Urgent Correction and apply note with correction (3/3)(Transaction: SNOTE in satellite system)
" Change is implemented in satellite system
Developer
5
Implementation status for SAP notechanged to “Completely implemented”
Implemented change now readyfor testing
©SAP AG 2005
Supporting SP and SP Stack Maintenance
Processing Change Requests
Overview
Supporting SAP HotNews Maintenance
Prerequisites
© SAP AG 2006
Prerequisites
Prerequisites" Change Request Management is configured" Connection to SAP Service Marketplace has been established
(connection SAP-OSS)" Maintenance Project was created " Solution with logical component serving as input for the software
maintenance infrastructure
© SAP AG 2006
Software Maintenance - Prerequisites
Maintain SAP-OSS connection to SAP(Transaction: SPRO, SAP Solution Manager Implementation Guide)" Required to retrieve SAP notes from and navigate to support package and
support package stacks information in SAP Service Marketplace
© SAP AG 2006
Software Maintenance - Prerequisites
Create/Assign Maintenance Project(Transaction: DSWP, Operations Setup area, Solution Landscape Maintenance, Solution Settings tab)
" Assign maintenance project to allow integrated use of Change Request Management
# Project type: Maintenance project# Identical project context:
same KW context required# Create & Assign:
Project contains subset of log. componentsfrom solution, otherwise missing log.component added from solution into project
# Assignment cannot be changed once a change request has been created within thesoftware maintenance procedure
© SAP AG 2006
Software Maintenance - Prerequisites
Assign Application Components (for SAP HotNews)(Transaction: SMSY, System Groups and Logical Components area, Component Group field)
" Assign component group hosting application components relevant to the respective SAP product
" Required to retrieve SAP NotNews information from SAP Service Marketplace
SAP HotNews retrieved for# matching application components
(as assigned to logical component) in combination with
# matching product version of the logicalcomponent and software component version of the source system (here TW2)
© SAP AG 2006
Software Maintenance - Prerequisites
Assign SP stack information (for SP stacks)(Transaction: SMSY, Landscape Components, Systems)
" Assign stack information to leading system of respective solution (in general production system)
" Required to retrieve stack information from SAP Service Marketplace
# Stack information is updated in allsolutions where system is used as leading system role
# Same behavior for source system# Stack information of source system serves
as input for software maintenance
© SAP AG 2006
Software Maintenance – Further Information
Solution Manager in General:General Information on SAP Solution Manager:http://www.service.sap.com/solutionmanager
SAP Online Documentationhttp://help.sap.com, Documentation area, SAP Solution Manager (4.0) -> Change Request Management
-> Change Transactions in Change Request Management-> HotNews-> Support Packages/Stacks
© SAP AG 2006
Copyright 2006 SAP AG. All Rights Reserved
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