EVD Task Develop Business Process Procedures

EVD Deliverable Name Business Process Procedures

Document Title Manage system ticket notifications
Date 27 December 201206 November 2012
Revision V1.0

Business Process Porcedure FO-BPP-FO04-010-Manage system ticket notifications_V2.0TemLoc_Busines

Table of Contents
1. Document History ................................................................................................... 1
2. Approvals .............................................................................................................. 2
3. Executive Summary ................................................................................................ 3
4. Overview ............................................................................................................... 4
4.1 Process Information ........................................................................................... 4
4.2 Trigger ............................................................................................................. 4
4.3 Business Process Description ............................................................................... 5
4.3.1 Inputs ......................................................................................................... 5
4.3.2 Outputs ....................................................................................................... 5
5. Procedural Steps .................................................................................................... 6
5.1 Access Transaction By: ....................................................................................... 6
5.2 Executing the Transaction ................................................................................... 7
5.2.1 Screen One: Modify notification flags - ticket ................................................... 7
5.2.2 Screen Two: Modify notification flags – SES Note ............................................. 8
5.2.3 Screen Three: Change parties involved ........................................................... 9
5.2.4 Screen Four: Verify that notifications were triggered ....................................... 10
5.2.5 Screen Five: View the list of recipients .......................................................... 11
6. Controls Considerations ......................................................................................... 12

Business Process Procedure iFO-BPP-FO04-010-Manage system ticket notifications_V2.0TemLoc_Busines

1. Document History
Version Change Description Author Date
Released
1.0 Initial document created Jiri Janak (JJK) 10-May-2012

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2. Approvals
The individuals listed below will be required to review and approve this document.

Role/Title Name Signature Date

Front Office Marc Reckinger MRR
SES Team
Lead
Front Office Laurent Pierreu LPU
Deloitte Team
Lead
Business Roland Smith RSM
Owner

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3. Executive Summary
During the process of working with System Tickets (ground infrastructure related tickets), in
various occasions there is an option to trigger notifications to parties. These notifications are
internal only (within SES). As different tickets require different level of notifications, the
functionality describes the flexible solution to control the notifications’ events.

As notifications can be triggered in several different life cycles of a ticket (from opening to
closing), this BPP is highly relevant to other BPPs dealing with system tickets, namely:
• FO-BPP-FO04-005 Create a system ticket
• FO-BPP-FO04-006 Manage a system ticket
• FO-BPP-FO04-007 Close for a system ticket

The process is handled in SAP CRM WebUI.

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4. Overview
This section includes information about the business process procedure that will be
displayed in the later sections.

4.1 Process Information

Process Transaction Name Role
Create a Service Ticket ZSS1 Operations Engineer
Manage a Service Ticket ZSS1 Operations Engineer
Close a Service Ticket ZSS1 Operations Engineer
Reassign a Service Ticket ZSS1 Operations Engineer
Add a note to a Service ZSS1, ZKNN Operations Engineer
Ticket

4.2 Trigger
There are several different triggering moments in a system ticket life cycle (as also seen
above in the sub processes).

1. Opening a new system ticket – engineer opens a new service ticket related to a new
issue or event
2. Reopening a system ticket – engineer needs to reopen an existing ticket as the issue
or event is recurring
3. Closing a system ticket – engineer closes a system ticket which has been resolved
4. Reassigning a system ticket – engineer either reassigns the system ticket to a
different team or to a different employee
5. Adding an SES note – engineer adds an SES note to an existing ticket

In order to determine whether the notification is send out, two more elements are
evaluated:
1) Is internal notifications flag set?
2) Is existing notification case and fulfils its conditions? (see table below)

If both answers are yes the notification is send out (presuming there is at least a single
person to be notified).

The full list of conditions for notification cases (for system tickets) is:
Notification Case Name Service Team Conditions

Ticket Open / Re-open Internal All All tickets

Ticket Closed Internal All All tickets
Ticket Re-assigned Group Internal All All tickets
Ticket Re-assigned Employee Internal All All tickets

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Please note that the above conditions have been defined in implementation (however by
configuration of the system more flexibility could be achieved, e.g. defining a notification
case per Service Team and per Subject Categories of a ticket).

4.3 Business Process Description

The process starts with an engineer either creating a new ticket or making a change to an
existing one. Next the engineer modifies the default setting of notifications flags (by default
internal notification flag is on) and the manual notifications parties ad hoc on tickets
(internal notify party) if necessary.

Setting ON the internal flag activates the internal notification cases (and vice versa).

Finally, based on the characteristics of the ticket (ticket subject category) the notifications
are sent out or not (see the table above for notification cases).

The recipients of the notifications are for:

1) Internal
- Any internal notify parties (employee, group) selected on the ticket (manual)
o this can be either employee or organizational units (department, sections)
- Service Team assigned to the ticket
- Employee responsible assigned to the ticket

4.3.1 Inputs
Field Name Static Value
Internal Flag value < not static >
Ticket ID < not static >

4.3.2 Outputs
Expected Output Description
Notification(s) sent When notifications are applicable

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5. Procedural Steps
5.1 Access Transaction By:
Connect to CRM WEB UI. Transaction code in GUI CRM_UI
Select Business Role: e.g. ZITSERVPRO - SES IT Service Professional

Via Menus Access Operations Tickets in Navigation Bar

Click on Incidents / Service RequestsTickets (create
block)
Click on Transaction Type ZSS1
Via Menus Access Operations Tickets in Navigation Bar
Click on Incidents / Service RequestsTickets (search
block)
Click on New button
Click on Transaction Type ZSS1
Via Menus Access Saved Searches in the top bar
Select Saved Search from the list
Click on Go
Click on New button
Click on Transaction Type ZSS1
Via Menus Access Operations Tickets in Navigation Bar
Click on Incidents / Service RequestsTickets (search
block)
Add criteria (transaction type=System Ticket)
Click on Search button
Click on ticket active link
Via Menus Access Saved Searches in the top bar
Select Saved Search from the list
Click on Go
Click on ticket active link
Via Transaction Code CRM_UI – follow cases above

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 5.2 Executing the Transaction
5.2.1 Screen One: Modify notification flags - ticket

Field Name Description R/O User Action and Values Values

/C
Internal Checkbox to activate or O Tick or untick the On, Off
Notification deactivate the internal checkbox
notifications

(Note: On above table, in column “R/O/C; R = Required, O = Optional, and C =

Conditional)

Internal Notification is by default ticked.

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 5.2.2 Screen Two: Modify notification flags – SES Note

Field Name Description R/O User Action and Values Values

/C
Internal Checkbox to activate or O Tick or untick the On, Off
Notification deactivate the internal checkbox
notifications
External Checkbox to activate or O Tick or untick the On, Off
Notification deactivate the external checkbox
notifications
Note Type Defines the type of note O Select a value from the INTERNAL, EXTERNAL
list

(Note: On above table, in column “R/O/C; R = Required, O = Optional, and C =

Conditional)

Both Notification flags are by default unticked.

Please note that system tickets have only defined notification cases for internal notifications
(therefore changing the external flag value will have no affect on notifications for system
tickets). The same applies to the Note Type, changing the note type values has no affect
neither.

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 5.2.3 Screen Three: Change parties involved

Field Name Description R/O User Action and Values Values

/C
Edit list A button to enter the edit R Click on button N/A
mode
Partner Describes the role of the R To change click into Employee Responsible
Function partner within the ticket existing partner function External Contact Party
(relevant to predefined Internal Contact Party
functionalities) To add new, click into Internal Notify Party
new row Employee
Internal Notify Party Group
Service Employee Group
Name The name of the R Use the search help to An existing record in SAP
employee/contact/organiz select a value or type in CRM (if record doesn’t exist,
ation unit assigned directly it needs to be created first)

(Note: On above table, in column “R/O/C; R = Required, O = Optional, and C =

Conditional)

Parties involved related to notifications are:

1) Internal notify parties – as described in 4.3

For more information about Parties Involved assignment block, see BPP Manage a system
ticket (FO-BPP-FO04-006).

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 5.2.4 Screen Four: Verify that notifications were triggered

Field Name Description R/O User Action and Values Values

/C

(Note: On above table, in column “R/O/C; R = Required, O = Optional, and C =

Conditional)

As described earlier (4.2) there are two preconditions to a notification being triggered, these
are evaluated whenever the ticket is saved.

The result of the evaluation is actions that are triggered and executed. Each of the actions
corresponds to one notification case.

Columns background:

Status (icon and text)

Icon: Indicated if the actions has been executed successfully (green icon) or not (red icon).
Text: Active Link which allows seeing details of the action evaluation (see Screen Five).

Action Definition
The value corresponds to a notification case.

Create by, on, at

Tracks the information about who and when (date, time) triggered the notification action.

Executable
Shows what the stage of execution is. “Done” means that the action has been executed.

In the above example, ticket open, close and employee reassigned notifications have been
scheduled (please refer to table of notification cases in 4.2), but no notifications have been
sent as no recipients were detected (that’s the red status icon and status “incorrect”).

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 5.2.5 Screen Five: View the list of recipients

Field Name Description R/O User Action and Values Values

/C
Status (text) Active Link which allows R Click on the active link N/A
seeing details of the
action evaluation

(Note: On above table, in column “R/O/C; R = Required, O = Optional, and C =

Conditional)

When clicked on the active link, it’s possible to see the evaluation steps of the notification
action. Starting from when the action was initiated, following with what form has been used
and ending with information about the recipients.

In the above example, you can see that no recipients were available for the notification case
therefore no email notifications have been send as a result.

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6. Controls Considerations
Control Point Description

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