User manual Quick Guide for the use of ICM.S Support Desk
Contents
1. Quick Guide Vers 2015 V02 Reserved Document for ICM S customers Page 11 of 20 QUICK GUIDE User guide ICM S Global Enterprise Solutions ET solution Manager IT Service Management ER GEN 1 20000 Create Incident Q Back x X Cancel Home My Data mm T E m Recent Items Enter Description ak de ng e i Add Attachment Confirmation Upload any attachment file MS Office files graphics etc which will help the IT support to identify and understand your incident To give a reference which might be relevant for the resolution create a link with the URL button Cyurt i with Template Advanced i BZ Type Created By Created On Microsoft Office Word 500143 03 07 2015 16 26 a th 5 14 Proceed clicking on the button Next SA Y Solution Manager IT Service Management OE MT SM Create Incident Geak v D X Cancel Home my Das MP P Recent Items Enter Description ag Aeg men on Add Attachment Confirmation pload any le MS Office files graphics EE EE En TE eskere set midte ker Li tes or create a link with the URL button v Attachment i Attachment URL with Template Advanced me Actions Name Type Created By Created On Properties I F B60 details Microsoft Office Word 00143 03 07 2015 16 26 15 Summary screen with the information inserted Proceed with Confirm and send otherwise use the button informatio2. My messages Reported by me This section lists all the incidents of the customer independently from their status My messages Action required by me In this section are reported only the messages that needs an action from the customer with status Author Action or Proposed Solution Quick Guide Vers 2015 V02 Reserved Document for ICM S customers Page 14 of 20 QUICK GUIDE User guide EY solution Manager IT Service Management Home My Data Recent Items Quick Guide Vers 2015 V02 ICM S Global Enterprise Solutions Personalize System News Log O md 7 Home sunne f My Messages Reported By Me ix Result List 3 Messages Found Message Typelinekeris sson id P ID Description Posting Date Priority Transacti Transaction Type User Status Person Responsible 800000 Manutenzione partita IVA 01 07 2015 2 High ZAMS AMS message Proposed So 800000 Modifica dicitura 30 06 2015 2 High ZAMS AMS message Author Action 800000 Assistenza 30 06 2015 3 Medium ZAMS AMS message Proposed So Your assigned Business Partner Tiziano Tomiet 1176 7 i Maximum Number of Results Manage Substitutes My Messages Action Required By Me Pla Result List 3 Messages Found Message TypeiIncidents M Vi ID Description Posting Date Priority Transacti Transaction Type User Status Person Responsible 800000 Manutenzione partita IVA 01 07
3. a E di From Medium to Very high 1 Very High The priority levels are defined like see Note SAP 67739 Priority 1 VERY HIGH An incident belongs to the Priority 1 just if the incident happened causes a very high business impact and if it doesn t allow the operation of urgent working processes business critical A situation like this is characterized from the following circumstances Total stop of the production system Impossibility to proceed to the Go Live or to the Upgrade of the production system and it s not possible any workaround The message requests an immediate elaboration because the problem causes serious economic losses In case of Go Live or Upgrade the reason to delay the Go Live or Upgrade causes serious losses Priority 2 HIGH A message belongs to Priority 2 in case the incident happened has a serious impact on normal business processes not allowing the execution of the necessary tasks This is caused by incorrect or inoperable functions in the SAP system that are required immediately Priority 3 MEDIUM An incident belongs to priority 3 if the normal business processes are affected The problem is caused by not working or not corrected SAP functions Priority 4 LOW An incident belongs to priority 4 if the incident reported has no or limited impact on the normal business processes The incident is caused by SAP functions not necessary every day or that are rarely used Quick
4. PRD 0020 Landscape Object Solution Manager PRD 0020 Landscape Object Solution Manager Back 1 2 Forward gt 9 Proceed clicking on the button Next Home My Data Recent Items FTV solution Manager IT Service Management Saved Searches Y Create Incident X cancel f _ _ _ _ _ Enter Description Select Reference Select Add Attachment Confirmation Object Categorization the objec the incident occurs It could be a system an application or any IT object geen Agta eit err description or other values in the Configuration item field Reference Objects insted Base Component TT oever Configuration tem Devon Solution Details process ip 1 10 Select the component affected by the problem An accurate selection of the component makes it easier the researches and allows to get sooner to the solution of the incident In order to identify the component is possible to select it from the list below see example Quick Guide Vers 2015 V02 Reserved Document for ICM S customers Page 9 of 20 QUICK GUIDE User guide SAP Applic ation Components ICM S Global Enterprise Solutions FTV solution Manager IT Service Management Create Incident cancel Home i My Data gt Tr N 2 2 s Recent Items Enter Description pas Add Attachment Confirmation Classify the incident more specifically in our predefined catego
5. Username the same used to access the SAP Service Marketplace Password The initial password will be notified when the service will be activated giving you the possibility to modify it at the first access Access Language default set to Italian Note If you forgets the access keys you are kindly invited to request them writing to supportQicms it specifying Company Name and Surname Business Role Telephone and eventually mobile number Outside of the normal working hours 09 00 18 00 CET is active only after having opened the incident onto the system and just for the support of the incidents classified at Priority 1 Very high an Hotline The hotline number is 39 342 7299355 Quick Guide Vers 2015 V02 Reserved Document for ICM S customers Page 5 of 20 ICM S Global Enterprise Solutions QUICK GUIDE User guide 6 Click on the icon Create incident ET solution Manager IT Service Management EE Eee I AER Saved Searches ES Home go O f amp Home My Data Create Incident Fx Favorites Cex Recent Items Fiterfantems 4 J My Favorites Create Incident I links P Solution Manager Old Support SAP Community Network SAP Knowledge Base Search My Messages Reported By Me E x Result List 3 Messages Found Message Type Incidents ly Status Open B VA ID Description Posting Date Priority Transacti Transaction Type User Status Person Responsi
6. 01 07 2015 2 High ZAMS AMS message Sent to Su Quick Guide Vers 2015 V02 Reserved Document for ICM S customers Page 13 of 20 ICM S Global Enterprise Solutions QUICK GUIDE User guide TICKET MANAGEMENT Each incident has a status that states at which phase of the solution process It Is The possible status of a ticket related to an incident are v SENT TO SUPPORT The ticket that you have created or that you have modified after a request of further details has been sent to the ICM S Support Center v IN PROCESS The ticket has been taken in charge from the ICM S Support Center that is working on its solution v AUTHOR ACTION The ICM S Support Center has set this status to report that it needs more information It s necessary from your side to open the ticket take in consideration the requests of the ICM S Support Center insert the answers and send it back Once sent the ticket will get back the status SENT TO SUPPORT v PROPOSED SOLUTION The ICM S Support center has proposed you a solution or a workaround for a reported incident ICM S is waiting for you to confirm the solution of the problem after having done the possible tests If the tests are successful you ll be asked to confirm the acceptance With this activity the tickets gets the CONFIRMED status On the contrary you have to insert into the ticket the motivations why you think the solution is not appropriated In this case the status of the
7. 2015 2 High ZAMS AMS message Proposed So 800000 Modifica dicitura 30 06 2015 2 High ZAMS AMS message Author Action 800000 Assistenza 30 06 2015 3 Medium ZAMS AMS message Proposed So Reserved Document for ICM S customers Maximum Number of Results Page 15 of 20 QUICK GUIDE User guide ICM S Global Enterprise Solutions ANSWERING OR CONFIRMING AN INCIDENT The management of the Incident requires an answer from your side in the following cases The incident is in status Author Action you have to give further information The incident is in status Proposed Solution a solution or a work around has been proposed You have to verify the validity of the solution and in case of success you have to confirm it or on the contrary specify the causes of the refuse To reply to a possible message of the ICM S support center the customer must 1 Select the incident in the section I miei messaggi mia azione necessaria My messages action required by me 2 Click on Edit 3 Select Salvare e rispondere Save and answer to insert the text of the answer like reported in the underneath examples My Messages Action Required By Me F x Result List 3 Messages Found Message Typelineents Va Description Posting Date Priority Transact Transaction Type User Status Person Responsible Manutenzione partita IVA 01 07 2015 2 High ZAMS AMS mess
8. Guide Vers 2015 V02 Reserved Document for ICM S customers Page 7 of 20 ICM S Global Enterprise Solutions QUICK GUIDE User guide 7 Once filled in the fields requested proceed clicking on the button Next FTV Solution Manager IT Service Management Create Incident HK Cancel Home ay oas pp A Recent Items Eks eee ae mess Add Attachment Confirmation Enter a short description of the incident that you want to report mandatory Select the level of business impact which this incident has mandatory Select the level of urgency of the incident mandatory Impact and Urgency together will determine the priority of the incident message Enter as detailed a long description of the incident as possible lf another person should be involved in the incident resolution specify them as Contact Person General Data Title Title of the incident test 8 Select the reference system via the drop down menu Please select the system mandatory otherwise the incident won t be associated correctly FTV solution Manager IT Service Management Create Incident X cancel Home Enter Description Select Reference Select Add Attachment Confirmation Recent Items Object Categorization 4 Previous Next Contirm Enter the object in which the incident occurs It could be a system an application or any IT object You can search by equipment number description or other values in
9. in Ihis community Overview PSOE SN The Structure of SCN rane 303085 and Personal Spaces formerty Forums i Togie Spaces on SCN dormers Forums D View feeds Sie nee Your Profile and Reputation Reputation Program feale and Manage Your Prot RepZsdon Overnew Login to SCN to Get All me Bennetts Welcome to SAP Community Network IRON Y This snare m miden dan ao on Content Creation on SCN Selecting the link Knowledge Base Search is possible to access to the research of the knowledge base of the SAP support resources divided in Content of the support e SAP Notes e Web pages of the support portal and documents SAP documentation e SAP Solutions Content of the Community See previous point e SCN Sap Community Network Discussions e SCN Sap Community Network Blog e SCN Sap Community Network Wiki SAP Support Portal SAP xSearch the SAP Support 2 B em Pope Seye Took O SAP SUPPORT PORTAL my Profle omy inbou my Favortes QuckUnks Sitemap Geesery FAQs About Heb noe tle amp Support Software Domrioadt Keys GAequests Data Acderevbaten Marterance Servers SAP Sokston Marager Release A Upgrade Info Knowledge Exhange SAP Search Search for SAP Notes A KEAs Report Product Error Connect te SAP Support for Anaha Soutons Support For Recent Arnsberg Contact SAP BOK OR SAP xSearch the SAP Support Knowledge Base Search Add to Favorites SAP xSEARCH THE SAP SUPPORT KNO
10. will be possible to access the previous system without having to reinsert the login credentials ds TG Oe ee eS 3m v Common Tasks Relreahed on 07 04 2014 11 29 44 CET New Message Search for SAP Notes Fast Displey Message v Related Links SAP Earty Watch SAD Customers Son Incident Management PAGG ir iris BODEOIESE Cx o 31 07 2013 07 503 Quick Guide Vers 2015 V02 Reserved Document for ICM S customers Page 18 of 20 ICM S Global Enterprise Solutions QUICK GUIDE User guide SPEED UP PROCEDURE ESCALATION This procedure is activated when is necessary to raise the Priority level of an incident A situation of this type is verified for example when the delay of the situation affects the operating processes causing quantified economic damages and therefore is necessary to speed up the solution The procedure of Escalation is not applicable to the incidents with priority Very High lts activation is possible in one of these ways a Via e mail to the address support icms it specifyng the n of the incident b Via Phone to the dedicated numbers see How to engage the Support Desk of ICM S To be taken in consideration from SAP the Speed Up procedure must be supported with a description of the impacts due to the missing solution of the Incident In particular is suggested to detail a Production System Impacts of the reported problem on the company core business Economical
11. ICM S Global Enterprise Solutions QUICK GUIDE User guide _ r i a EE Global Enterprise ICM S SERVICES User manual Quick Guide for the use of ICM S Support Desk Quick Guide Vers 2015 V02 Reserved Document for ICM S customers Page 1 of 20 ICM S Global Enterprise Solutions QUICK GUIDE User guide INDEX NADINE 3 OREATION OF ANNEN NE EN cernere nnen saree dee nieces cea ore pace eee eaten ene erase ten peaeeect 4 MANAGEMENT OF THE TICKET eegne osna E a 14 ANSWERING OR CONFIRMING AN INCIDENT 0 ce cececsceceeeeseeeeseeseaeeseaeeseeessaeesearessaeeneees 16 POGESS TO THE PREVIOUS SUPPORT DES Kuvaas 18 SPEED UP PROCEDURE ESCALATION mevvvervvvenvvvenrverrrrenrerenreserreenrnsenresenressrrnenrnsenresenressrrsenresenseen 19 ACCESS TO THE SAP COMMUNITY NETWORK rrnrrvrervnenrnenrnrnrnenvnenvnnrnenenrnenrnenrnsnrnsnrnssrnsenesensnenen 20 Quick Guide Vers 2015 V02 Reserved Document for ICM S customers Page 2 of 20 ICM S Global Enterprise Solutions QUICK GUIDE User guide INTRODUCTION This document explains the necessary steps to e Report a software problem opening an incident e Assign to the incident the correct Priority level e Manage the incident in the different phases that lead to the solution of the case and of its closure Proceed with the following steps How to engage the Support Desk of ICM S Preliminary Note The incidents mu
12. UPPORT CENTER and from this page activate the link Fill in the documentation Download the document Attachment report an error Insert the description of the incident happened of the circumstances and of the anomalies verified it s important to insert the most number of information in order to reproduce the incident in the test environment In case of actions that retake in consideration situations already managed point out the reference documents in order to give a better comprehension of the problem and to ease the solution d Specify The result that you would expected if the incident didn t happened The cause that gets the result of the procedure wrong The test cases necessary to verify the proposed solutions 13 Upload the file and select the button Attach 2 Attachment Google Chrome https itsm ethicagroup it sap bc bsp sap bsp_wd_base popup_buffered_frame_cached htm sap client 001 To attach a document select the document using the value help If you upload a document from your local hard disk you can enter a name for the document If you choose to enter a name this name is displayed in the attachment list If you do not enter a name the file name is displayed Search Document Document from Content Management Attach as Link Upload Document From Local Hard Disk Name mm Description mm Upload Document From Local Hard Disk Choose File Np file chosen
13. W Quick Guide Vers 2015 V02 Reserved Document for ICM S customers Page 20 of 20
14. age Proposed So a g Modifica dicitura 30 06 2015 2 High ZAMS AMS message Author Action 800000 Assistenza 30 06 2015 3 Medium ZAMS AMS message Proposed So Maximum Number of Results FTV solution Manager IT Service Management AMS me El save and Ref a0 em 8000000000 Manutenzione partita IVA Zedt W New cancet Confirm Withdraw Print Preview Print My Data _ Summary Home General Data Recent Items ID 8000000000 Description Manutenzione partita IVA Related Partners ATY solution Manager IT Service Management Saved Searches Y AMS message 8000000000 Manutenzione partita IVA El save and Reply i ve Xcancel Confirm withdraw Print Preview Print Home General Data E System Data My Data nop Recent Items Quick Guide Vers 2015 V02 Reserved Document for ICM S customers Page 16 of 20 ICM S Global Enterprise Solutions QUICK GUIDE User guide Once pressed the button Send reply the section Processing data will update with the new Status Processing Data Urgency Priority 2 High Status Proposed Solution To confirm the incident that is in status Proposed solution after having selected it is necessary to click on the button Edit FTV solution Manager IT Service Management AMS message 0Q0000000 Manutenzione partita IVA Elsave and Ref Zedt new cance Confirm withdraw Pri
15. ble You will see an other screen where you have to enter Title Insert a short description of the problem Impact Select the business impact level of the incident Urgency Select the level of urgency Description Insert an extended description of the incident Reported by It appears the name of the person in charge of the contact with ICM S Note During working hours the messages of Priority 1 are automatically sent to the global SAP support structure working 7 x 24 your ticket will be taken in charge and processed from the reference SAP support consultant independently from the country he operates EY Solution Manager IT Service Management EE RR JP Create Incident Osak O Cancel Home General Data G gn Title Title of the incident test Recent Items Impact Urgency Mediun fr Recommended Priority MOR bly EE Description of the problem this is a test Reported by ContactPerson CD The field Recommended priority is automatically valorized on the basis of the combination of Impact and of Urgency Please refer to the below table From low to very high 4 Low Medium From low to high a Low Quick Guide Vers 2015 V02 Reserved Document for ICM S customers Page 6 of 20 ICM S Global Enterprise Solutions QUICK GUIDE User guide Low Very high 3 Medium cow ih From low to Very high 3 Medium Fa Hi 2
16. n inserted FTV Solution Manager IT Service Management Create Incident Previous if you want to modify the Saved Searches Y X Cancel Home My Data Select Enter Description Select Reference Recent Items Obi es e data that you M i ik You sat Gis ack ial cone le orgies with the Previous General Data Urgency en Text Description 03 07 2015 15 57 23 Description of the problem this is a test Quick Guide Vers 2015 V02 Title of the incident test Reserved Document for ICM S customers BE 8 2 Add Attachment Confirmation e you send the message to the IT Support button Attachments 1 Document attac hed Page 12 of 20 QUICK GUIDE User guide ICM S Global Enterprise Solutions Now the system assign a number to the incident that is visible in the upper part of the screen FN Solution Manager IT Service Management Personalize System News Log O saved Searches ES Home Back Y 2G Home amp Operation 800000000 saved i My Data Create Incident FE x Favorites Ex Recent Items My Favorites Ferfantems z 4 My Favorites Useful links 2 E x My Messages Reported By Me an Result List 3 Messages Found Message TypeiIncidents f istetusjopen M 1D Description Posting Date Priority Transacti Transaction Type User Status Person Responsible 800000000 Title of the incident test
17. nt Preview Print Home My Data bommen General Data Recent Items ID 8000000000 Description Manutenzione partita IVA Related Partners Afterwards select Confirm OF Solution Manager IT Service Management AMS message 8000000000 Manutenzione partita IVA Bl Save and Reply l edt new ED Withdraw Print Preview Print General Data ss The system proposes a warning screen prompting the user to confirm the willingness to close definitely the incident Confirm Message Google Chrome https itsm ethicagroup it sap bc bsp sap bsp_wd_base pi Do you wish to confirm this message If you select YES the system will close this message You will not be able to make any more changes Answering Yes the incident will get the status Confirmed Processing Data Quick Guide Vers 2015 V02 Reserved Document for ICM S customers Page 17 of 20 ICM S Global Enterprise Solutions QUICK GUIDE User guide ACCESS TO THE PREVIOUS SUPPORT DESK VERSION For a temporary period is possible to refer to the incidents inserted in the previous version of SAP Solution Manager FTV solution Manager IT Service Management Home Home Create Incident x My Data Recent Items 2 BE x SAP Knowledge Base Search Selecting the link Solution Manager Old Support in the section Useful Links
18. nterprise Solutions Home Profilo Servizi SAP News Lavoro Contatti ENGLISH SITE Latest News and ICM S means SAP Support Updates Excellence Center ICM S at the 10th Annual Conference In 2015 ICM 5 was awarded SAP VAR of Support services for SAP customers of United VARs April 2015 the Year for the outstanding results ICM S at the Sth United VARs Annual accomplished in 2014 Access to the SAP Support and ee ene mm NE eae EE Conference at SAP in Walldorf In 2014 ICM 5 is one of the prominent SAP ee Design Thinking lessons for ICM S Partners Top Performer for the categories Ei i with SAP and Ethica Consulting Group Net New Name and Innovation ELS Oe oy ee re SE EE eT In 701 3 IEM 5 is recognised SAP Sales SAP Support Genter SPE UO acne ee EE Excellence Partner in EMEA NEW SAP Support Center 3 Click on Note To look for incidents created on the previous version of SAP Solution Manager select Access the SAP Support Center 4 After clicking on the button NEW SAP Support Center you ll see the login page where you ll be prompted for Username and Password Quick Guide Vers 2015 V02 Reserved Document for ICM S customers Page 4 of 20 ICM S Global Enterprise Solutions QUICK GUIDE User guide Sistema Mandante Utente Password Lingua Italiano Modificare password Copyright amp 2015 SAP AG All rights reserved 5 Insert
19. or financial impact of the problem Possibility to use manual Workarounds Number of users affected How long the problem is persisting b Incase of Incident with an imminent impact on the Go Live specify Reference Project Go Live Date SAP Product and relative release Specify if the missing solution of the problem can cause the stop of the project Point out the next deadlines of the project Point out if it exists a workaround Specify if the problem has effects on the Go Live date Eventual financial impact of the eventual delay of the release Ref SAP Note number 90835 Quick Guide Vers 2015 V02 Reserved Document for ICM S customers Page 19 of 20 ICM S Global Enterprise Solutions QUICK GUIDE User guide AGGESS TO THE SAP COMMUNITY NETWORK Selecting the link Sap Community Network is possible to access to the community of the SAP developers consultants Inputting the key words that identifies the incident in the upper right research field it will be possible to examine a list of related resources OG Gentes Started with SOM SON ay eo AE lewslemens Store SAP Community Network TR Products Services Support About SCN Dowmosads industries Training amp Education Partnership Developer Center Uneversity Alliances Events 4 Webinars innovation Lines of Business Getting Started with SCN LOG in 10 follow share and participate
20. rization The category levels are hierarchical so you start in category 1 and you can categorize it more precisely with the further levels If you want to report an SAP application incident use the SAP component categorization as well Subject Category 1 Category 2 Category 3 Category 4 SAP Component rv rv v v v v v v v Component ID Component Text a a CFM Please use component FIN FSCM TRM I co Controlling CPM Please use component tree under EPM instead J CRM Customer Relationship Management cs Customer Service formerly PM SM Ec Enterprise Controlling EHS Environment Health and Safety 5 Elm Enterprise information management solutions G EP Enterprise Portal J EPM Enterprise Performance Management AFI Financial Accounting gt FI AA Asset Accounting gt FLAF Additional Functions v FI AP Accounts Payable gt FLAP AP Basic Functions FI AP IS Information System gt H FLAR Accounts Receivable gt H FBL Bank Related Accounting gt CO FLCA Contract Accounts Receivable and Payable gt FI CAX Non industry specific contract accounts receivable payable FI CF Central Finance gt CO FLFIO Fiori Ul for Financial Accounting b F FLEM Finds mananement Proceed clicking on the button Next EY solution Manager IT Service Management Create Incident X cancel Home My Data lr nm gt as 6 Recent Items Enter Description peg
21. s Reference Pe Add Attachment Confirmation ategorization The category levels peler 50 you start in category 1 and you can categorize it more precisely with the further levels If you want to report an SAP applic ation inc ident use the SAP component categorization as well Subject SAP Component sap component i r E Quick Guide Vers 2015 V02 Reserved Document for ICM S customers Page 10 of 20 ICM S Global Enterprise Solutions QUICK GUIDE User guide 12 Add attachment Insert possible attachments that helps in the comprehension of the problem for example reporting an error case existing onto the system To insert an attachment click on the Attachment icon FV solution Manager IT Service Management Create Incident Cancel Home yD pp m a a a Enter Description Select Reference Select Add Attachment Confirmation Recent Items Object Categorization Upload any attachment file MS Office files graphics etc which will help the IT support to identify and understand your incident To give a reference which might be relevant for the resolution create a link with the URL button v Attachment Attachment JU urL 0 with Template Advanced i No result found ATTENTION the attachments are mandatory in case the incident with Priority 1 Very High sent outside the working hours In this case proceed in this way a From the Home page of ICM S select the button SAP S
22. st be reported and managed through the ICM S support portal ICM S Support Desk Only operating in this way you will be certain to engage since the beginning the support consultants of ICM S that will assist you until the complete solution of the problem It s forbidden to open a ticket directly from the SAP portal this way doesn t allow us to follow the problem and it triggers the charge of additional costs from SAP that we ll be forced to invoice you Web Access http www icms it en gt SAP Support Center gt NEW SAP Support Center Direct Access https itsm ethicagroup it message Telephone working hours 39 0422 618624 Hotline not working hours 39 342 7299355 Email SupportQicms it Quick Guide download http www icms it en gt SAP Support Center gt ICMS Users Quick Guide amp support request form Attachment to report an error http www icms it en gt SAP Support Center gt ICMS Users Quick Guide amp support request form Quick Guide Vers 2015 V02 Reserved Document for ICM S customers Page 3 of 20 ICM S Global Enterprise Solutions QUICK GUIDE User guide CREATION OF A NEW INCIDENT Proceed with the following steps in order to open an incident on the ICM S Support Desk 1 Access to the www icms it en site 2 Enter into section SAP Support Center clicking on the icon bottom right see image underneath IGM S SAP wZ Experience Global E
23. the Configuration item field Reference Objects Installed Base Component contourtentem G Solution Details Solution ID Process ID The systems are classified in ABAP and LICENSE It s need to select the system in which occurred the incident To understand what environment must select to do attention to the alphanumeric code of three letters of the field Name with System Type LICENSE For example SDS S Development SDT T Quality and SDP P Production Quick Guide Vers 2015 V02 Reserved Document for ICM S customers Page 8 of 20 QUICK GUIDE User guide ICM S Global Enterprise Solutions r Search Object Product Google Chrome En Search Criteria Hide Search Fields Search for All Objects v Deseriton ees mL dee Object ID Hems pBL loe search Clear Maximum Number of Results Result List 15 Search by Landscape Details Found Object ID Description Object Family 710000 710000 710000 710000 710000 710000 710000 710000 710000 710000 TST 0020 Landscape Object Solution Manager DEV 0020 Landscape Object Solution Manager PRD 0020 Landscape Object Solution Manager TST 0020 Landscape Object Solution Manager TST 0020 Landscape Object Solution Manager TST 0020 Landscape Object Solution Manager TST 0020 Landscape Object Solution Manager PRD 0020 Landscape Object Solution Manager
24. ticket gets back to SENT TO SUPPORT v CONFIRMED The solution proposed is considered accepted from the customer The ticket gets this status either on the basis of your confirmation or in absence of your answer in one month from the dispatch of the solution or the workaround v FORWARDED The ticket has been forwarded to the second level of support internal of the ICM S Support Center because it requires further in depth analysis from the specialists v SENT TO SAP The ticket has been forwarded to SAP This happens in two different cases i a bug on the SAP software standard has been found for which is not possible any solution The maintenance processes require the engagement of the SAP development center ii you have inputted an incident of priority VERY HIGH Priority 1 outside of the normal working hour The ICM S incident management system has been configured in order to automatically and immediately send all the VERY HIGH incidents even to SAP v SENT TO EXTERNAL PROVIDER The incident is in charge to an external support example Supplier of third party software components v SENT AUTOMATICALLY TO SAP This status concerns generally BASIS services that need to be notified to SAP and that have been opened selecting the component XX SER Customers can only select one of the following two status SENT TO SUPPORT CONFIRMED Once logged again into the ICM S Support Desk the system will display a screen organized in two sections
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