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SAP CHANGE REQUEST MANAGEMENT _________________________________________________________________________________

Handbook Document SAP Business Team

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SAP Change Request Management

SAP Change Request Management How-to’s

Update history Version

Date

Prepared by

Reason for update

0.1

2010-12-06

Claudio Di Salvo

Basic Doc

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Department

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

Abbreviation used Short Term

Description

SolMan

Solution Manager

ChaRM

Change Request Management Workflows in SAP SolMan

DEV

Development Server

QAS

Quality Server

Pre-PRD

Pre Production Server

PRD

Production Server

IATA’s SAP Solution Landscape * 1 2 3 4

ECC Landscape (DEV, QAS, Pre-PRD, PRD ) BW Landscape (DEV, QAS, Pre-PRD ,PRD) PI Landscape (DEV, QAS, Pre-PRD ,PRD, ) EP Landscape (DEV, QAS, Pre-PRD ,PRD,)

(*) SAP BPC Not yet integrated in SAP Netweaver, no ChaRM available

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Table of contents INTRODUCTION...............................................................................................................................................................5 INTRODUCTION...............................................................................................................................................................5 CHARACTERISTICS OF A SAP CHANGE REQUEST MANAGEMENT PROCESS......................................................................5 DRIVING FACTORS FOR SOFTWARE RELEASE MANAGEMENT.....................................................................5 DRIVING FACTORS FOR SOFTWARE RELEASE MANAGEMENT.....................................................................5 OVERVIEW.........................................................................................................................................................................6 THE IMPORTANCE OF PLANNING PROJECTS & MAINTENANCE.........................................................................................6 WORKING WITH PARALLEL PROJECTS: RISK OF OBJECTS CONFLICTS AND DEPENDENCIES.............................................7 PARALLEL PROJECTS BEST PRACTISES..............................................................................................................................8 ADVANTAGES OF MANAGING SOFTWARE RELEASES........................................................................................................8 RELEASE MANAGEMENT CALENDAR.................................................................................................................................9 SAP SOLUTION MANAGER FOR OPERATIONS.....................................................................................................10 SAP SOLUTION MANAGER FOR OPERATIONS.....................................................................................................10 PROJECTS IN SAP SOLUTION MANAGER............................................................................................................11 PROJECTS IN SAP SOLUTION MANAGER............................................................................................................11 OVERVIEW.......................................................................................................................................................................11 PROJECTS PHASES AND LIFECYCLE..................................................................................................................................13 IMPLEMENTATION/UPGRADE PROJECTS .........................................................................................................................15 MAINTENANCE PROJECTS................................................................................................................................................15 TRANSACTIONS IN CHANGE REQUEST MANAGEMENT....................................................................................................16 Change Request..........................................................................................................................................................17 Change Document......................................................................................................................................................18 Normal Correction / Development.............................................................................................................................18 Urgent Correction......................................................................................................................................................21 Administration Message.............................................................................................................................................22 Test Message..............................................................................................................................................................22 CHANGE PROCESS IN IATA........................................................................................................................................23 CHANGE PROCESS IN IATA........................................................................................................................................23 5.1 SAP SYSTEM CHANGE REQUEST APPROVAL PROCESS.............................................................................................23 5.3 CHANGE MEETING AND SCHEDULE..........................................................................................................................24 5.4 AGENDA OF THE CHANGE MEETING........................................................................................................................25 5.5 PROJECT & MAINTENANCE CYCLE PHASES VS. SAP LANDSCAPE...........................................................................26 5.6 SAP ECC LANDSCAPE & CLIENT CONCEPT............................................................................................................26 5.7 SAP RISK-BASED TEST MANAGEMENT....................................................................................................................27 SAP CHANGE REQUEST MANAGEMENT HOW-TO’S..........................................................................................28 SAP CHANGE REQUEST MANAGEMENT HOW-TO’S..........................................................................................28 CREATING A NORMAL CORRECTION...............................................................................................................................28 Creating a Change Request for a Normal Correction in SAP ECC..........................................................................28 CHANGE REQUEST APPROVAL FROM CHANGE MANAGER .............................................................................................30 CHANGE PHASE OF THE MAINTENANCE CYCLE AS DEVELOPER OR TEAM LEAD...........................................................36 6.5CHANGE REQUEST IMPLEMENTED AS DEVELOPER OR TEAM LEAD...........................................................................39 6.6CHANGE PHASE OF THE MAINTENANCE CYCLE AS RELEASE MANAGER OR TEAM LEAD........................................45 6.7CHANGE REQUEST RELEASE IN QUALITY AS DEVELOPER OR TEAM LEAD...............................................................47 6.8CHANGE REQUEST IMPORT IN QUALITY AS BASIS TEAM MEMBER OR 3RD PARTY OPERATOR................................53 6.9DECLARE DEVELOPMENT COMPLETE FOR TESTING...................................................................................................57 ........................................................................................................................................................................................58 6.10CHANGE PHASE OF A MAINTENANCE CYCLE AS A TEAM LEADER OR DEVELOPER.................................................58 6.11TESTING IN QUALITY SYSTEM AS TESTER, END USER OR OTHER PEER REVIEWER..................................................60 6.12CHANGE PHASE OF MAINTENANCE CYCLE AS A TEAM LEAD OR RELEASE MANAGER...........................................61

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6.13CHANGE PHASE OF MAINTENANCE CYCLE AS RELEASE MANAGER........................................................................62 6.14CHANGE REQUEST IMPORT IN PRODUCTION AS BASIS TEAM..................................................................................64 6.15APPROVE/CONFIRM CHANGES FOR PRODUCTION AS A TEAM LEAD........................................................................68 6.16CHANGE PHASE OF A MAINTENANCE CYCLE AS A TEAM LEAD OR RELEASE MANAGER.......................................70

Introduction The goal of a Change Request Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all SAP application changes, whether they are in the context of a project or simple application maintenance, therefore to improve day-to-day operations in SAP Business Team

Characteristics of a SAP Change Request Management Process 1. Keeping transparency of all software changes. 2. Full documentation of each change: each change in a SAP system has a link to a Change Request and a Service Desk incident. 3. Changes can be scheduled according to priority, category, and possible impact. 4. Ensure a consistent approval process for each change: all changes have to follow an established workflow. Only changes that are approved and tested come into production. 5. SAP Change Request Management incorporates SAP Best Practices in transport Management and ITIL-compliant processes. 6. Management ABAP and non-ABAP system changes is possible

Driving factors for Software Release Management “Would you fly to Mars with the software of your organization?”

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Overview A software release decision is a trade-off where, in theory, the objective is to maximize the economic value. Inputs into the release decision are expected cash inflows and outflows if the product is released. When should a product be released? What is the market window? What are the expectations of customers and endusers? A software release decision deals with the difficulty of verifying the correct implementation of functional and non-functional requirements. How much testing is needed? IT departments are challenged to find the optimal level of information, as information has its price in cost and time. The decision-making process to release a product will normally involve different stakeholders, who will not necessarily have the same preferences for the decision outcome. A decision is only considered successful if there is congruence between the expected outcome and the actual outcome, which sets requirements for decision implementation. In SAP applications, there are several problems and risks if no Software change strategy has been established: 7. Forgotten transports may lead to errors in production 8. Downgrading Object Versions by transport sequence violations 9. Inconsistencies between DEV, QAS, Pre-PRD and PRD, due to different reasons: 

Open developments in DEV which have not been yet exported

Transport in QAS or Pre-PRD which have not been imported in PRD

Therefore, all those systems are on different software levels: One big risk is that programs successfully tested, might fail in PRD

10. Several parallel projects with different timelines, Projects and maintenance in parallel 11. Version inconsistencies during bug-fixing: an object in production must be maintained, but it’s version in DEV is already changed 12. Detection of cross-reference errors during bug-fixing: an object in production depends on another project which has been changed in DEV and QAS but not in PRD. To mitigate these risks a Pre-PRD system should be in place, between QAS and PRD, to detect errors and inconsistencies before the changes reach production. Pre-PRD must represent the current software/configuration state of production, thus it should be kept as aligned as possible.

The importance of Planning Projects & Maintenance During the SAP application lifecycle, changes of different types, risk and impact and criticality, will need to be developed, tested and imported into production. There are different strategies to bundle all the changes: 

From a permanent flow of changes (at a given point, all changes move through the landscape and go into production)

To a strict release management who bundles all changes to larger packages – the releases – that are transported and quality assured as one entity.

The latter is the recommended approach: to strictly bundle the changes into difference release categories to enable an effective Quality Management process and reduces the frequency of importing changes into production. However, bundling all changes into releases slows down the realization time of changes. This leads to the SAP supported concept of Parallel Projects. Version 0.2 Page 6 of 72


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Projects are managed and documented by SAP Solution Manager, and there defined by their Release Cycles: any change which is related to a project, moves synchronously from development, trough test and production.

Working with Parallel Projects: Risk of Objects conflicts and dependencies There are two types of problems when working with parallel projects: Object Conflicts : 13. This means that the same objects are contained in different projects. 14. The project which is imported as last, overwrites the objects of the other project. Therefore, the project which was imported first might not work anymore after the import of the second project. Object Dependencies : 15. Objects in different projects use each other, for example a program in project 1 calls an object included in project 2. 16. If only one of the projects is imported into another system, it will fail. This is a problem called crossreference inconsistency.

Again, to allow IATA managing SAP Parallel Projects, we’ve set a Pre-PRD environment, which has the current software/configuration release of PRD plus the next coming project: dependencies and crossed reference errors can be isolated and fixed before they go into production.

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Parallel Projects Best Practises 

An estimation of potential collisions (object changed in different projects) should be performed before a project starts by the development team responsible

If no collision are expected, projects can be done in parallel

If collisions are expected, projects should be done in sequence of having a common Go-Live

If possible, several small projects should be bundled into one big project with a common Go-Live date.

Swap out long running projects into separate environments, if possible.

Advantages of Managing Software Releases 

Frequency of changes to production is dramatically reduced 

End users won’t be confused by frequently changed functionality

The rollout of a new functionality can be done in a controlled way, including announcement, end user training, testing and documentation

For each change the right testing approach is taken 

Enough time for testing invasive changes in Major Releases

Common regression and integration testing for several projects in one run (resulting in lower cost and reduced risk)

Appropriate tests and infrastructure for testing minor releases

Reduction of daily changes to the absolute emergencies

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Risk of inconsistencies reduced (forgotten transports or sequence violations)

Reduced administration efforts for transport management as all projects move at a single point in time

Using change categories consequently still allows flexibility for urgent changes

Higher stability in Production

Release Management Calendar After the first major Go-Live each organization faces the need for a Release Management Methodology that appropriately prioritizes projects and initiatives handle: the backlog of additional functionality requests fot the SAP system, additional SAP rollouts on deck (to other business units or territories), and other projects that need to be implemented, requiring use of the same resources that would be used for your SAP improvements and rollouts. An integrated Release Management methodology provide the following: 17. Ensures internal and external business drivers are considered in planning implementation timelines 18. Establishes a single point of accountability as release plans change through the lifecycle of projects in planning implementation timelines 19. Establishes a single point of accountability as release plans change through the lifecycle of projects 20. Provides a coordinated schedule for integration testing cycles, as well as an overall QA test, to minimize the risk of inconsistencies during Go-Lives in PRD 21. Provides a common infrastructure for control in the lifecycle (standards, checkpoints, go/no-go criteria, etc.) 22. Provides consistent communications toward end users and project sponsors

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Especially for Major releases it is required to set up and publish a fixed maintenance calendar for a complete year (ideally 18 months), which includes the SAP maintenance activities: 

A well defined maintenance calendar is an important condition for the approval process and the planning of changes.

This calendar needs to include also the related test activities, the application maintenance phases and code freeze periods.

Projects phases will be compliant with the application maintenance phases to minize all the exposed risks of version downgrade, transport sequence violation, code inconsistencies.

SAP Solution Manager for Operations SAP Solution Manager is a set of tool to successfully implement and efficiently manage an SAP solution from its inception and implementation to daily operations and support.

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Change Request Management workflows (ChaRM) represents a core functionality within the End2End Change Management Process in SolMan and consists of a number of individual elements which offer support to Project Management, Scheduling of changes, Deployment of change and consistent approval workflows.

Projects in SAP Solution Manager Overview SAP offers its concept of PROJECTS to group comprehensive customizing and development activities. Project Administration allows you to structure and classify change activities and the associated technical changes. These technical changes result in transport requests, which are distributed within the system landscape using the SAP Transport Management System.

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Various project types are delivered as standard with SAP SolMan, the project types which can take advantage of the Change Request Management workflows are:

23. Implementation project 24. Upgrade project 25. Maintenance project 26. Template project

A first distinction between these projects is made whether they are executed cyclically or once only. Clearly a Maintenance project can be defined as recurring, because it’s always starting over once has been successfully completed. A Maintenance project is used to maintain processes or functions that are already in production, this means the project cycles will be slightly different from the ones of the other project types. Defining a Project in SAP SolMan is a prerequisite for ChaRM workflows; however additional Project functions are used in the managed systems and linked to the SolMan project to facilitate the monitoring of changes in these systems. The Project functions used in the monitored systems are the IMG (Implementation Guide) Projects and the CTS (Change and Transport System) Projects. If you activate ChaRM workflows for your Project in SAP Solution Manager, a link to an IMG project and a CTS project will be established in automatic in the managed SAP systems, to coordinate the technical changes in the SAP landscape, between DEV, QAS, Pre-PRD and PRD.

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Projects phases and lifecycle In SAP SolMan, all Projects have a certain lifecycle, referred to as the Project Cycle. A Project Cycle is, in turn, divided into a number of Phases. These phases reflect the individual steps involved in a project, such as the development and test phase. Project Phases are visible in the blueprint and configuration transaction. Project Phases determine whether or not a transport request can be created, released or imported. ChaRM maps project phases and the functions required during each of these. The possible phase value for a cycle, which are identical in all projects, are as follows: 27. 28. 29. 30. 31. 32. 33. 34.

Created Development without Release Development with Release Test Emergency Correction (also referred as Go-Live Preparation) Go-Live To be Closed Closed

Let’s have a closer look to those phases in blue, for two different Project types, which are relevant for daily system operations: various activities are executed within these phases.

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Besides the Project Phases are identical for all Project type, when SAP Change Request Management is activated for a Project, SolMan generates a specific task list the Project type. Let’s have a look at the task lists for the two broader Project types: Maintenance Project and Implementation/Upgrade Projects. Technically a Project Cycle is represented in SolMan by a task list (generated into the Schedule Manager) and a change transaction (a CRM document). The task list contains the list of activities of the Project and the change transaction allows you to move from one project phase to another and provides information about the transport requests belonging to the project.

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Implementation/Upgrade Projects For Implementation and Upgrade projects, the Project Cycle looks like the picture below. The allowed activities (transactions) in Change Request Management, for these project types, are: 35. Development / Development Activity in Upgrade and Templates 36. Administration

Maintenance Projects Maintenance projects have also their own project lifecycle, however in this case we refer to as a Maintenance Cycle. For example, a permanent maintenance project for a live solution may be divided into maintenance cycles of three months each, which divide the release calendar in quarterly releases. All necessary support and maintenance tasks are executed within these maintenance cycles. These include, most importantly, development and testing of corrections. These activities are divided into phases within each three-month maintenance cycle. For example, each cycle includes a development phase and a test phase. At the end of the three months, the maintenance cycle has reached the final phase and all of the changes from the cycle are imported into the production system, and a new maintenance cycle can then be generated to manage all the changes that arise over the next three months. Maintenance projects differ from other project types in one important respect. Within a maintenance cycle it may be necessary to import an important change or correction into the production system as quickly as possible. In this case, the three-month cycle is too long. A special change transaction is therefore provided for this very typical scenario: an Urgent Correction. This change is only available in the Maintenance Projects and enables an immediate transport of changes into the production system, independent of the phases in the maintenance cycle.

For a Maintenance Project, the Project Cycle (Maintenance Cycle) looks like the picture below.

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The allowed activities (transactions) in Change Request Management, for these project types, are: 37. Normal Correction 38. Urgent Correction 39. Administration 40. Test Message

As illustrated above, Normal Corrections for a Maintenance Cycle are only possible during the Development Phases, during the subsequent phases, Normal Corrections can only be transported into the quality assurance system and, from there, the production system. Urgent Corrections, on the other hand, can be created up until shortly before the Go-Live to ensure their integration into the same maintenance cycle. You can create Normal Corrections after the development phase; however these will then be part of the next maintenance cycle.

Transactions in Change Request Management In ChaRM various workflows are provided to fulfil diverse change requests process requirements. These workflows, from a technical point of view, represent various transactions types and documents created in the CRM service process transaction (CRMD_ORDER). The Service Desk message is not part of Change Request Management, but it often initiates actions in ChaRM. In a Service Desk incident message you have the option of creating a linked Change Request. These Change Request may give raise to various follow-up transactions, which are mapped by default by urgent corrections, normal corrections and the administration message. Test messages represent a special case because they are issued without a change request. Information about the people and the system involved is stored in each transaction, as master data, which must be maintained in SAP Solution Manager. Business Partners need to be maintained for the people involved, whereas information must be maintained in the installed base (IBase) for the supported systems.

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Change Request The creation of a Change Request represents the first sub-process of the SAP Change Request Management; its main role is to document the request and all the associated information, about change status, requestor, approver, tester, as well as the technical change (transport orders) in the SAP system. Some of these information are essential to ensure that no error occurs during further processing of the Change Request Management. A Change type must be entered, there you specify the transaction that is to be used to implement the change: you can choose between a Development or Administration message, and in case of a maintenance project, you can even choose a Normal or Urgent Correction. The purpose of the Change Request is to have your change approved or rejected. A Status Profile maps the change request process, we’ll go later into details. A Change Request can be created from transaction CRMD_ORDER, within a Service Desk Incident Message or using the transaction CHARM_CREATE. Once a description of the change has been entered, as well as information about the Sold-To-Party, Requester and Change Manager, an action to approve or reject the request will be requested to the Change Manager. If the Change is rejected, the user status Rejected is set automatically and the document is closed. No further changes can be made to the document at this point. If the Change is approved, the user status Approved is set and a follow-up transaction is generated, called Change Document, which is different whether it’s been selected the change to be a Normal Correction, an Urgent, a Development, etc. The following table represents the different Change Request Management transactions available. If several projects or maintenance cycles exist for a system, the system prompts you to select to which project or maintenance cycle the change request belong.

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SAP SolMan Transaction

SAP CRM transaction

Sevice Desk Incident Message

SLFN

IATA Custom Support Message

ZSLF

Change Request

SDCR

ChaRM

Urgent Correction

SDHF

ChaRM

Only available in Maintenance Cycles

Normal Correction / Development

SDMJ

ChaRM

New version, with Transport of copies

OLD Normal Correction / Development

SDMI

ChaRM

Administration message

SDAD

ChaRM

Test message

SDTM

ChaRM

Maintenance Cycles

SDMN

Project Management

Project Cycles

SDDV

Project Management

Scenario Incident Management Incident Management

Remarks

IATA Custom version for SFLN

Change Document The Change Document, as shown in an earlier picture, is an umbrella term for the transaction types that represent Urgent, Normal Corrections, Development, Administration messages, etc. Change Documents implement an approved Change Request and follow-up with their specific workflow the type of change that has been requested into the SAP system.

Normal Correction / Development A Normal Correction, which is also referred to as a Development activity in implementation/template/upgrade projects, represents the typical process used for new or change implementations. Most changes should be executed with this transaction type. This Change Document is represented by two transaction types in SolMan: SDMJ and SDMI. The SDMJ is an improved recent version, whose main difference with the SDMI is that this latter requests the developer to create new transport orders if, for any reasons, the first development has to be repaired in quality assurance. The SDMJ bypass this problem because only transport of copies is executed between the development and quality assurance systems. The original transport request remains in the development system until the correction has been tested successfully, and it’s released after successful testing and can be imported into the quality assurance systems again, to proceed its test phase for the project. Various users will be actively involved in a normal correction as part of the Change Request Management process, these are well represented by the picture below.

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During the course of a normal correction, these users (as example, the developer) can set the correction to In Development and then generate transport requests in the DEV system, to which the change will be added later. After the development activity has been completed, the normal correction can be transferred to testing. The change is automatically released in the DEV system and imported into QAS system and then evaluate if testing as successful or unsuccessful. If testing is unsuccessful, the status of the change document is reset to In Development, whereas the successful testing changes to status Consolidated. This status indicates that testing has been successful and enables the import of the change into PRD or Pre-PRD, according to the specific SAP landscape strategy. When all changes have been successfully imported into PRD system, the individual change documents can be completed by setting the user status from Consolidated to Production. The various user statuses that represent the individual steps involved in a normal correction are as follows: 41. Created 42. In Development 43. To be Tested 44. Consolidated 45. Production 46. Withdrawn These status values map the various steps in a normal correction, provide a general overview for users and facilitate navigation. The following table shows the activities that are possible in a normal correction during the various phases of an Implementation, Template or Upgrade project.

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Normal Correction in an Implementation, Template or Upgrade Project Phase Created Dev. w.out Release Dev. with Release Test Emergency Correction Go Live Being Completed Completed

Request Approval In Development Y N N Y Y Y Y Y Y N N N N N N N N N N N N N N N

Finish Release dev. N N N N Y Y N N N N N N N N N N

Pass to Test N N Y N N N N N

Production Import N N N N N Y N N

Noticeably, a normal correction can only be created and transported during the development phases of a project. Once the project has entered the Test Phase, any necessary improvements or corrections can be executed using a Test message. All corrections must be released or withdrawn in the development system when the project passes into the Test phase. Any necessary corrective action can still be implemented during Test and Emergency Correction phases. However, transport requests can only be created centrally in the project task list at this point. Notice also how import of transports into production system is only possible during the Go Live phase. The following table shows the activities that are possible in a normal correction during the various phases of a Maintenance cycle.

Normal Correction in Maintenance Project Phase Created Dev. w.out Release Dev. with Release Test Emergency Correction Go Live Being Completed Completed

In Request Approval Development Y N N Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y N N N N N N

Release N N Y N N N N N

Finish dev. N N Y N N N N N

Pass to Test N N Y N N N N N

Production Import N N N N N Y N N

In the case of a Maintenance project, a normal correction can be created and edited at any stage. However, once the maintenance cycle reaches the Test phase, any normal correction created in Test phase or the subsequent phases, will not be part of the current maintenance cycle, i.e. will be imported in production during next cycle. In Test phase, normal corrections cannot release other transport; this prevents the transport of changes into QAS during the integration test. Corrective actions can be created by the Release Manager on the central task list of the maintenance cycle, either during Test and Emergency Correction phases, but this can be considered for exceptional cases.

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Urgent Correction Urgent Correction, which is only available in maintenance projects, is a transaction used when a change must be transported immediately into the target system. It allows you of transporting a change into production system regardless the maintenance cycle phase. Urgent corrections are partly automated transactions, where users do not have to enter many actions as in the Normal corrections. This flexibility is due to the individual task list of an urgent correction; Project cycle and task list are normally assigned to a project or a maintenance. This is why you can release transports and move into systems freely, cause you’re not assigned to a project or maintenance cycle. Urgent corrections may have the following statuses: 47. Created 48. In Development 49. To be Tested 50. Successfully Tested 51. Production 52. Withdrawn Urgent corrections workflow is well represented by the picture below:

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Administration Message The Administration message is used to document activities that do not result in a transport request; for example, changing an instance profile parameter or maintaining master data. An administration message is only of relevance to a selected system (say QAS) rather than to the entire system group (DEV, QAS, PrePRD and PRD) as in the case of a normal or urgent correction. The purpose of an administration message is to document specific changes so that it is possible to track, at any point, which users have made which changes to the system, An administration message may have the following status values: 53. Created 54. In Process 55. Completed 56. Confirmed 57. Withdrawn In principle, an administration message offers the same functionality as a normal or urgent correction; the only functions not available in this messages are those relating to the Transport Management System.

Test Message The Test message represents something of an exception; this transaction is created without reference to a Change Request. Test messages are used for troubleshooting purposes during the integration test and can therefore only be created during the Test phase of a Project or a Maintenance Cycle. As the Test message refers to the correction of a change that has already been approved, there’s no need for a change request in this case. The users involved in this message are a developer and a tester. Test messages can be created by testers by transaction TEST_CREATE in Test phase, the developer can then create a corresponding correction in the DEV system and then transfer it to QAS for retesting. A test message may have the following user statuses: 58. Created 59. In Process 60. To be Retested 61. Confirmed 62. Withdrawn When the correction has been imported into the QAS system, the tester can conduct a new test to include the correction. If the test is successful, the test message is completed.

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Change Process in IATA 5.1 SAP System Change Request approval process

5.2 Decision Criteria for Change categories in Application Management A SCR (System Change Request) can be categorized as Urgent Correction if it regards: 63. 64. 65. 66.

Critical Business Processes do not work Resolution of priority 1 application incident tickets Bug-fixes (corrections to existing functionalities) Small enhancements requests with limited effort (less than 5 days)

A SCR can be categorized as Normal Correction if it regards: 67. Completely new functionality 68. Enhancement requests with a major effort (more than 5 days) 69. System outage required

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5.3 Change Meeting and schedule Below a representation of IATA’s Change Process, the two milestones to approve a system change are: 70. Change Control Board : the SCR are presented using a specific form to facilitate the discussion and approval by the Business Process Owners >> CCB Meeting is scheduled each Thursday 71. PIF meeting: the SCR are ready to be imported in Production; SAP Release Manager & Functional Leads review the change documentation, UAT scripts and sing-off, to approve the implementation of the change >> PIF meeting is scheduled each Tuesday

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5.4 Agenda of the Change Meeting The Purpose of the Change Meeting is: • • •

The single point of approval for changes relating to the SAP solution.* To approve (or reject or put on hold) business requests for system changes. System changes are defined as any change to the system which • Changes existing functionality. • Introduces new functionality • Introduces new processes • Changes to any SAP business processes

Roles and Responsibilities • • • •

Head of SAP Business Team • Chair / Host of meeting Release Manager • Meeting Preparation • Communications Business Process Owner • For their process, approve, reject or put on hold the system change request, based on validity of business requirements. SAP BT Functional Team Lead • Present system change • For their process, approve, reject or put on hold the system change request, based on system design and proposed system solution. SAP BT Strategy Lead • For all changes, ensure the system changes are in line with our SAP Architecture and SAP Roadmap.

Outcomes • • •

All Requests for the change meeting will be either Approved, Rejected, or put on hold Communication will be made to all stakeholders of the outcomes from the Release Manager In future, a Target Release Date

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5.5 Project & Maintenance Cycle Phases vs. SAP Landscape

5.6 SAP ECC Landscape & Client Concept

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5.7 SAP Risk-based Test Management Weely, the SAP Release Manager will conduct Change Impact Analysis with SAP Solution Manager’s Business process Change Analyzer to :     

Identify Critical Business Processes affected by software changes Assess Business Process changes for new business functions activated Custom code change assessment on live SAP solutions Number risk-based test recommendations to the SAP BT Leads Make sure the Business Process documentation respect the lean approach

SAP Business Team Leads will be provided with an analysis on how current Software changes may impair the live business processes

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

SAP Change Request Management How-to’s Creating a Normal Correction

You may create a Change Request in different ways; 1st)

By Custom transactions ZCHARM_ECP for change in ECC, and ZCHARM_BIP for a change in BI

2nd) With the SAP CRM process transaction (CRMD_ORDER) 3rd) Using the new released ChaRM transaction: CHARM_CREATE The SAP Solution Manager uses the Ibase as an internal knowledge base for the Service Desk functionality, SAP systems are referenced as so called “components” with a support message. The Custom transactions have been created to simplify the creation of the change requests by the users, providing some master data that are not going to change during the SAP application lifecycle and hiding unnecessary fields. In ChaRM each change request is created against SAP production systems olny, i.e. for Ibase value, you can only choose one of the following values:

SAP System BIP ECP XIP Portal SMP

Ibase 3294 3284 3304 3322 3272

Creating a Change Request for a Normal Correction in SAP ECC Creating a Change Request using the Custom transactions ZCHARM_ECP requires minimal information, see below for an example. 1.

2. 3. 4. 5.

6.

Set Priority ( high/ medium/ low …) for the Change Description  Enter a title for change request, better if starting with a component ex. FI, BFMR, O2C, etc Enter the Requestor Business Partner (either a member of SAP BT or a Business User) Subject of change, in this case a Normal Correction Enter a brief description of the change, the Incident ticket which generated it Click on  it will create change request and show you the message number automatically generated by the system

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

Please note down the Change Request number for your reference, but you may access it anytime thought the Change Management Workcenter, at the transaction SOLMAN_WORKCENTER.

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

Change Request Approval from Change Manager Each Change Request must be approved by the Change Manager, either Urgent or Normal correction, for each Project type on which ChaRM was activated, regardless if this is an Implementation, an Upgrade or a Maintenance. 1. Change Manager logs in 2. Expand the menu option “Request for change”  double click on S_SMC_47000020

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

It will show you the list of request created with the current processing status. As shown below there are many requests in approved and to be approved status. 3. Find the request number you have created and check User Status column “To Be Approved”  Double click on the request number

4. To see what needs to be changed you have to look into the “Change Description” where the requestor has described the problem. Double click on “Change description”. You (as the Change Manager) now have to decide if this change needs to be executed i.e. if the problem has impact on your daily business and therefore needs to be fixed. These changes will be implemented as Urgent corrections. 5. Click on change

6. Click on “Actions”

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as follows to make changes in request.

to Change the status of the request.


SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

It shows following status:

7.

Click on “Approve Change Request” to approve this change request.  Click on save save the status. This action will automatically create Change Request for “Developer”.

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button to


SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

After saving the status is now change to “Approved” in the “Status” field.

Automatic Send Mail After you change this status mail will automatically go to Developer/Peer Reviewer/Requestor and Change manager. 8.

On upper right corner you will see “Display/close Message” button show you the message as below.

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 click on that  It will


SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

It’s asking to maintain Description. Click on the circle showing below and enter appropriate description.

Click on save. Now Red mark is vanished as shown below.

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

9. Now click on the “Document flow” button as shown below, this will show you the “Change request” created for developer:

Note down the request number marked as above  Send this request number to developer so he will start with development work. 10. Double click on the above request number. 11. Click on Change button to make changes in request 12. Assign IT operator who will be responsible for administrative activities in change request management, in this example its 132 as shown below:

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

Change Phase of the Maintenance Cycle as Developer or Team Lead 1. When change request is approved Maintenance cycle phase should be “Development without Release”. Change manager, who is responsible for that project’s maintenance cycle, have right to change the phase. 2. Proceed as follows to change the phase of Maintenance cycle: NOTE: Change Phase of Maintenance Cycle  this is Very Important & Crucial Activity. Whenever we are going to create Regular/ normal corrections via maintenance cycle you need to change the Phase of maintenance cycle. If you don’t change phase then requests will not able to move to follow-on systems. 1. Type one of the following transactions: S_SMC_47000025 My Maintenance Cycles S_SMC_47000026 Open Maintenance Cycles 2. It will show you the list of project with Transaction Type “SDMN” as follows:

3. DBL click on your project specific transaction for instance in our case its Global_BW_CHARM. After dbl click it will show you following screen: This screen looks similar like your change request screen.

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

Though this screen looks similar to change request, still list of actions are different. 4 Click on Change button you click on Change button

to make changes in request  Action button

will also be visible when

5. Go to Actions ��� select the status “In Development with Release”  click on Save the status of the request

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to change


SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

6. You can switch the phases from here as per your requirements. NOTE: By default any new project or start of with the new development will be in “In Development w/o Release”. As per your project progress you need to follow following Phase Sequence: 1) In Development w/o Release 2) In Development with Release 3) Test 4) Emergency Correction 5) Go-Live After Go-Live you need to switch back to the 1st phase i.e. In Development w/o Release. To do so you need to select the action “Reset to Previous Phase” as follows

Please be aware that never select or switch to the phase “Completed”. If you select this and save then maintenance cycle for this particular project will be closed forever and you will not able to create any new request for this maintenance cycle. Please Note following points:

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

1. If any normal corrections exists whose status has not yet been set to Development Closed when the maintenance cycle phase is changed from Development with Release to Test, the system issues warnings. These corrections are then excluded from the integration test and cannot be released. 2. In “Go-Live” phase it imports the entire project buffer in to the production system. Neither transport requests nor urgent corrections can be released during this phase. NOTE : if there are still any open transport requests, you have to return to the development w release and repeat the process including the test phase to ensure that any open requests can be released and transported. 3. Ensure that before changing the phase, all Regular correction’s change requests are in same phase and moving together to quality or production system. In this document, whenever there is a phase switch required it is mentioned very clearly. You need to follow that otherwise transports will not move to follow-on systems.

6.5

Change Request implemented as Developer or Team Lead

1.

Expand menu option “Document for Change”  DBL click on Transaction S_SMC_47000024

2.

You will the list of requests with different user status like completed/withdrawn/ tested etc  Find the request number provided by change manager (step 8 in B section)  it will show the User status “Created” as follows:

Double click on the request to proceed further. 3.

Click on Change button to make changes in request  Action button you click on Change button.

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will also be visible when


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4.

SAP Change Request Management

SAP Change Request Management How-to’s

Go to Actions  select the status “Set to ‘In Development’ ”  click on Save status of the request.

to change the

After every action click on SAVE to change the status  it will even prompt you to save changes as follows:

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

5. Note: After saving it will not automatically prompt you to Create Transport Requests as it happens in urgent corrections. You need to manually “Create transport request” as follows. One main transport request can have as many tasks as many users you have assigned to it. Go to Actions  select the status “Create transport request”  click on Save to change the status of the request.  It will create Transport request as follows: VIMP NOTE: If there are multiple projects for one system landscape then it will show you the list of project as follows. You need to select the project against which you are going to create transport request. Project assignment is must for creation of any transport request. So choose the relevant project as follows:

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

After selecting the project it will show you following screen which will create workbench or customizing request as per your requirements.

6.

As per your requirement select type of request you want to create  either Workbench request or Customizing Request.  Note down the Short Description which will help you to find the transport request created in satellite system.

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

Click on to save or continue  it will come to the main screen where you will see the status is changed to “In Development” as below.

7.

Login to Satellite system  in this scenario its BID system  enter SE09  see the request created on your name in SE09  there can be many request so find transport request with the short description which is noted down in step 6  see below:

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

8. Now you can start working on your requirement, start with corrections/ development/ modifications/ etc in the Development System in our case its BID system. 9. After completion of your work  save the work under the task assigned to you as follows:

10. Release your task as below  you are not allowed to release main transport request, you can only release task assigned to you under main transport request:

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

If you try to release main transport request then it gives following message “You cannot release request for the project …”

NOTE: 1. You can create more than one transport request under one Change Request. One transport request can have one or many tasks. 2. There can be multiple Change Requests for one maintenance cycle. Although all Change requests should be completed for that maintenance cycle at the end of “Go-Live” phase. If any Change Request left open then you will not able to close it after completion of one cycle. 3. You can create urgent corrections any time during maintenance cycle. All urgent corrections need to complete before “Go-live” phase of maintenance cycle. No urgent corrections left open at “Go-live” phase of maintenance cycle. 4. You can test your request in quality but if you find it’s not as per your requirement, then you can create new transport request for the same change request and import it in quality. In this case you are allowed to set the status back to “In Development”. 5. While importing it into production it will import in the same sequence as it imported in quality.

6.6

Change Phase of the Maintenance Cycle as Release Manager or Team Lead

NOTE: All the requests need to be released to quality for testing. You can decide the time or duration of testing, in that duration only requests are allowed to release in quality. If its ongoing activity then you can keep the following phase open till testing is successfully completed in quality system. 1. When change request is approved Maintenance cycle phase should be “Development with Release” 2. Proceed as follows to change the phase of Maintenance cycle: Type one of the following transactions: S_SMC_47000025 3. It will show you the list of project with Transaction Type “SDMN” as follows:

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

4. DBL click on your project specific transaction for instance in our case its Global_BW_CHARM. 5 Click on Change button you click on Change button

6. Go to Actions

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to make changes in request  Action button

 select the status “In Development with Release” 

will also be visible when


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7. Click on Save

6.7

1.

SAP Change Request Management

SAP Change Request Management How-to’s

to change the status of the request as follows:

Change Request Release in Quality as Developer or Team Lead

Login to Solution manager  Expand menu option “Document for Change”  DBL click on Transaction S_SMC_47000024

2. Click on Change button to make changes in request. 3. You need to assign Tester/Peer Reviewer to this Change Request. Click on Transaction Data button  go to Partners tab as shown below

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

Go to blank row and select Tester from the lists as shown below:

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

Assign Business Partner number in Partner Column; check mark on Main Partner and save, Screen should look like as below:

4. Attach Test document Now as developer or consultant, you can attach test documents for testing in quality system  attach the test document by the following way: Click on Transaction Data button  go to Documents tab as shown below

Click on import document

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to attach test document in change request as shown below:


SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

As shown below, test document is now available to view in change request.

You can add your test instructions as shown below:

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

5. You can release transport in the following way: a.

Click on Action button on Save

 Select status “Release Transport Requests” as follows  click

NOTE: We are not going to use option “Test Transport”.

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

2. After Save it will ask you to release the transport request, as follows:

Select the appropriate transport request you want to release as regular correction for testing in QA. ďƒ  Click on to continue NOTE: There needs to be specified time duration when you can release all the requests in quality for testing. It will be easier, otherwise for each release of request every time you have to change the Phase of Maintenance cycle.

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SAP Business Team

6.8

SAP Change Request Management

SAP Change Request Management How-to’s

Change Request Import in Quality as Basis Team member or 3rd Party Operator

1.

Go to Actions

 select “Go to Task Plan”

2.

Go to Target system  Quality assurance system as follows:

3. Right click on “Import Transport Request (Background)” as follows:

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4.

SAP Change Request Management

SAP Change Request Management How-to’s

Click on Schedule  You will see the following screen as you see while importing request , select the options as follows:  then click on execute a. Execution Data  Immediately b. Check mark  Release Task

2.

It will prompt following screen  Click on Execution tab  Select “Execute Synchron.”

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

Select Options Tab  select options here as per your requirement

3.

On the right side you will see the “Daily Overview”  You will find the tasks are listed as per the time duration.  Find the Imported transport request task at the given time as follows:

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

4. DBL click on the task “Import Transport Request (Background)” you will see the following screen where you will find the log of the imported requests.

You will see the log on right side  import in quality was successfully done. 5. You are now successfully imported requests now come out of the Task Plan & change request.

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SAP Business Team

6.9

SAP Change Request Management

SAP Change Request Management How-to’s

Declare Development Complete for Testing

Important Note: Once your development for this change request is completed and it’s ready for testing then please change the status to “Complete Procedure” as follows: 1. We assume that the developer will complete the development for this change request and there by set the status of the regular correction to “to be tested”. 2. To close the development go to Action  select status to “Complete Procedure”  click on Save to save the status changes

You will see the status now changed to “Development Completed” as follows:

Automatic Send Mail After you change this status mail will automatically go to Tester or Peer Reviewer.

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

6.10 Change Phase of a Maintenance cycle as a Team Leader or Developer NOTE: All the requests need to be released to the quality for testing. You can decide the time or duration of testing, in that duration only requests are allowed to release in quality. If its ongoing activity then you can keep the following phase open till testing is successfully completed in quality system. Change Manager, who is responsible for the maintenance cycle, will now switch the phase to the Test. 1. Proceed as follows to change the phase of Maintenance cycle: Type transactions: S_SMC_47000025 2. It will show you the list of project with Transaction Type “SDMN” as follows:

3. DBL click on your project specific transaction for instance in our case its Global_BW_CHARM. 4 Click on Change button you click on Change button

5. Go to Actions

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to make changes in request  Action button

 select the status “Test”  click on Save

will also be visible when

to change the status of the request


SAP Business Team

6. Click on Save

SAP Change Request Management

SAP Change Request Management How-to’s

to change the status of the request as follows:

NOTE: From now on no further developments will be possible (the release of transport requests from the development system is no longer possible) and the integration test phase begins.

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

6.11 Testing in Quality system as Tester, End User or other peer reviewer 1. After import you can test your changes in satellite system, in our case BIT system. 2. Now you can start with Unit testing in Quality system. 3. After successful test you can now change Action status to “Confirm Successful Test”  click on Save to save the status changes.

NOTE: As you see the options above if your testing failed or its not as per your requirement then you can reset the status to “In Development”. 4. You will see the status is changed now to “Successfully Tested” as follows:

Automatic Send Mail After you change this status mail will automatically go to Developer/Peer Reviewer/Requestor, IT Operator and Change manager.

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

6.12 Change Phase of Maintenance cycle as a Team Lead or Release Manager You are now acting as Change Manager responsible for this maintenance cycle. To import the tested changes into production, you have to first switch the phase to “Go-Live”. This is the only phase in the maintenance cycle in which the normal corrections can be imported in to the productive system. 1. The phase “Emergency correction” is the phase before the “Go-live” phase. During this phase you can only import emergency corrections to fix problems found during the test phase. 2. Type one of the transactions: S_SMC_47000025 3. It will show you the list of project with Transaction Type “SDMN” as follows:

4. DBL click on your project specific transaction for instance in our case its Global_BW_CHARM. 5 Click on Change button you click on Change button

6. Go to Actions status of the request

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to make changes in request  Action button

will also be visible when

 select the status “Emergency Correction”  click on Save

to change the


SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

Automatic Send Mail After you change this status mail will automatically go to Change manager.

6.13 Change Phase of Maintenance cycle as Release Manager 1. From a process point of view, we are treating this Phase change to “Go-live” as approval of Change manager to IT operator / BASIS for importing requests in production. 2. If there are no emergency corrections then we can directly switch to the “Go-Live” phase. Proceed as follows to change the phase of Maintenance cycle: 3.

On the same screen Go to Actions change the status of the request.

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 select the status “Go-Live” and Click on Save

to


SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

Automatic Send Mail After you change this status mail will automatically go to BASIS Team

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SAP Business Team

6.14 4.

SAP Change Request Management

SAP Change Request Management How-to’s

Change Request Import in Production as Basis Team

Go to Actions

 select “Go to Task Plan”

5. Go to Production system as follows:

6. Right click on “Import Transport Request (Background)” as follows:

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SAP Business Team

7.

SAP Change Request Management

SAP Change Request Management How-to’s

Click on Schedule  You will see the following screen as you see while importing request , select the options as follows:  then click on execute a. Execution Data  Immediately b. Check mark  Release Task

8.

It will prompt following screen  Click on Execution tab  Select “Execute Synchron.”

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

Select Options Tab  select options here as per your requirement

9.

On the right side you will see the “Daily Overview”  You will find the tasks are listed as per the time duration.  Find the Imported transport request task at the given time as follows:

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

10. DBL click on the task “Import Transport Request (Background)” you will see the following screen where you will find the log of the imported requests.

You will see the log on right side  import in quality was successfully done. You are now successfully imported requests now come out of the Task Plan & change request.

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

6.15 Approve/Confirm changes for Production as a Team Lead 1. After developer notification of successful testing in quality system, as change manager you can now approve this request to move to production. Your task is to set the status of the implemented change to “Production” 2. Expand the menu option “Document for change”  double click on S_SMC_47000024

3.

Please find the request number with user status “Successfully Tested” as shown below  dbl click on the request number to proceed further:

4.

Click on Change button to make changes in request  click on Action button to select and change the Status of the change request.  Change status to “Set Production Status”  meaning approve to import in production after successful testing.

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

You will see the changes are confirmed into production as follows:

Automatic Send Mail After you change this status mail will automatically go to all involved.

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

6.16 Change Phase of a Maintenance Cycle as a Team Lead or Release Manager You are now acting as a Change Manager responsible for this maintenance cycle. As a last step in this, Change Manager will have to switch the maintenance cycle back to the phase “Development without release”, So that the next procedure can start again with the same maintenance cycle. 1. Switch back the phase to the previous phase as follows Type transactions: S_SMC_47000025 2. It will show you the list of project with Transaction Type “SDMN” as follows:

DBL click on your project specific transaction for instance in our case its Global_BW_CHARM. Click on Change button Change button 3.

to make changes in request  Action button

will also be visible when you click on

Go to Actions  select the status “Reset to Previous Phase” and Click on Save the status of the request

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to change


SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

Go on repeating this step till the time you switch it back to the “Development without Release” phase as follows.

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SAP Business Team

SAP Change Request Management

SAP Change Request Management How-to’s

NOTE: Please be extra careful here, as you don’t have to switch to the next phase. If you switch to the next phase “Completed” then this maintenance cycle will be closed and you will not able to create any change request for this maintenance cycle to do any further development.

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Change Request Management in SAP Ladscape