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Incident Management Component Extension 2.0

Former Member
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Hi Gurus

We are facing some below while configuring the Incident management ,Component Extension (2.0). and done all configurations in SPRO

we are created 2 users

1) Reporting person (SAP_EHSM_HSS_INCIDENT_REPORTER)

2) Incident Manager ( SAP_EHSM_MASTER , SAP_EHSM_HSS_INCIDENT_MANAGER,SAP_EHSM_HSS_INCIDENT_NOTIFIED ).

Incident was created in the Reporting person (User ) and got the message " Incident created successfully and concern Incident Manger has been notified"

if we are checked in the Incident Manger work flow " In box" there is no Notifications found and even unable to edit the incident from Manger role also.

Cant able to change the status of Incident from " New" to "in process"

can you please guide me what kind of additional configurations are required to resolve the above issuse.

1) How to configure the linkage b/w two user reporting person to Incident Manager?

2) Which kind RFC Destinations to be defined?

please guide me

Thanks

Kevin

Accepted Solutions (1)

Accepted Solutions (1)

naveen_chepuri
Participant
0 Kudos

Hi Kevin,

Assuming Manager user is assigned to respective Task for sending WF item.

Check SWi1 transaction to see whether WF is triggered after the process.

If not triggered then something wrong with your configuration or WF builder is not active.

If triggered check the containers in particular event with task ID to which agent WF item was send. IF Agent was not determined then you might have to assign this agent in WF task.

Check and let us know.

Thanks,

Quantum.

Former Member
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Hi Joachim/ sunil/Naveen

Thanks a lot for support on my issue. I was successfully resolved / configured the process as suggested by you , but still i am unable to edit the incident from Incident manager user & incident notification is appear in incident manager work over view. screen shots attached for u r reference.

1) Automatic work flow customization


2)Check Configuration of Workflow System

3)"List configured processes"


4)"Assign Default roles to workflow tasks"

As suggested by naveen , after reporting Workflow log checked in Swi1 and did not found any issues

.

If i was checked in the incident manager work overview did not found any incident and from ehs maanger ID unable to edit the incident , screen shots attached for u r reference.

How to change the status of incident from "new" to In process

pl.help to resolve this issue

kevin

naveen_chepuri
Participant
0 Kudos

Hi Kevin,

Did you check the containers list in SWI1 transaction?

To see the containers list you have to click on Task Log. You may find the agent name incident was triggered.

Also what is the WF task it is triggering when new incident is created in the system? Make sure you have standard Workflow WS00500001 triggered.

Regarding error in your last screen, it was coming because your incident was closed and you are trying to make changes in closed incident. You can set the status to reopened if you want to make any changes.

Regarding your question"How to change the status of incident from "new" to In process", System will automatically change the status to Inprocess once you process or change the incident when it is in New status.

Thanks,

Quantum.

Former Member
0 Kudos

Hi Naveen

I was check the log n found while creating incident standard work flow " Incident Life cycle" is not triggering " WS00500001 " and some other work flow "" is triggering.

can you please guide from where i have to customize the standard workflow

" WS00500001 "

Kevin

naveen_chepuri
Participant
0 Kudos

Hi Kevin,

Please check whether you have triggering event is active in SWDD transaction code.

Triggering event is the first event of your WF builder. Double click on that event and you would see this is start event tab.

Alsd check they are no errors status in SWTYPV transaction code with your receiver type.

Former Member
0 Kudos

Hi Naveen

Thank you very much for your support

Now i was triggering the standard workflow ws00500001 , but i was getting error at incident report generation level. screen shots attached , can you please check is there binding is properly existed b/w method type & object type..  I Didn't resolve this because i am not getting any error rectification procedure

Kevin

Former Member
0 Kudos

Hi Kevin

Pl.Ensure ADs configured or not , we are resolved similar kind of issue by configuring ADS

Balajee

Answers (4)

Answers (4)

0 Kudos

Dear Gurus,

How can I check how many incidents I have reported and their status as an end user/reporter?

Thanks.

Regards,

Shri

former_member209335
Contributor
0 Kudos

Hi Kevin

Assign the Roles to the user who is testing this scenario.

role

Technical Name

Process Step

Incident Reporter

SAP_EHSM_HSS_INCIDENT_REPORTER

Record an Incident

Incident Manager

SAP_EHSM_HSS_INCIDENT_MANAGER

Gather Additional information

Return Inquiry Forms

Review the received forms

Review and further investigation

Initiate Root/Cause Determination

Close the Incident

Maintenance Cockpit

SAP_COCKPIT_EAMS_GENERIC_FUNC2

Execute Maintenance Notifications

Use the NWBC user interface. When logging on through SAP GUI, enter transaction code NWBC and choose the role SAP_EHSM_HSS_INCIDENT_REPORTER.

Step 1

Once the incident record is submitted it will show up in the worklist of the users, who have the Incident Manager role assigned to them.Once you done .

The incident record has been recorded and submitted to incident manager.

Step 2 :

The previously recorded incident shows up in the incident manager work list. You as manager will pick it up, gather additional information and start additional action like maintenance requests and additional training.

In default Show Quick Criteria Maintenance is selected complete work items . This is the reason it’s  not sowing in your task / subject list

  1. My Work tab, if the Show Quick Criteria Maintenance is closed, please expand it. In the Show field, choose New and In Progress Work Items and click Apply.

  2 .  The worklist with all New and In Progress incidents will appear. The previously created incident

        will show up with the status New. If it is necessary, choose Refresh.

3.    Select the incident which is created in the previous step and click on Assign To Me, the status

       will change to In Progress.

You can also forward it to somebody else if this function is available.when If the function for Assign To Me is not available

Edward

Former Member
0 Kudos

Dear Edward & Balajee

Thanks for your support.we are already done above configurations.

issue is with ADs configuration.Now we are resolved this with SAP Note. Now we the system is working .

but still we are not getting incidents directly in to work over view of manager. from incidents tab open the incident and in investigation if we assign the manager , then we will get that work item in to manager work overview.

Is this correct process? or any other configuration is to be done for getting incident directly in to manager work item?(automatic determination of Inv lead ) screen shots attached

there is no investigation lead assingment

Assigned the  investigation lead

After that we are able to see in Manager Work item

Kevin

former_member209335
Contributor
0 Kudos

Hi Kevin,

Have you checked  Investigation Lead determination BADI.

Badi : Investigation lead determination :


By default, the investigation lead is automatically set to the current incident manager. You can use this BAdI to change how the default investigation lead is determined.

Update me once you checked !!!

Edward

naveen_chepuri
Participant
0 Kudos

Hi Kevin,

Please assign 'Review and Complete Investigation' Task ID to Incident Manager Role, then you dont see any issues Investigation lead.

Naveen.

former_member214272
Contributor
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Question 1) How to configure the linkage b/w two user reporting person to Incident Manager?

A)

If you are assigning standard roles to workflow task then you need to do below configuration setting

SAP EHS Management --> Incident Management --> Process Configuration --> Assign Default roles to workflow Task

Example:

TS00500063

SAP_EHSM_HSS_INCIDENT_MANAGER

TS00500086

SAP_EHSM_HSS_INCIDENT_NOTIFIED

TS00500118

SAP_EHSM_HSS_INCIDENT_MANAGER

For more details about the tasks and the roles assignment, you can check report: R_EHHSS_CONFIG_TASK_ROLES

B)

You can assign roles manually to tasks by opening each task in transaction “PFTC_CHG”

Note: Request your Technical person to help you to setup all workflow.

Question 2) which kind RFC Destinations to be defined?

  1. Tools ®  Administration ®  Administration ®  Network ®  RFC Destionation (SM59)

RFC Destination

WORKFLOW_LOCAL_XXX

XXX = your client number

Connection Type

L

Logical Destination

Description 1

SAP Business Workflow

On the Logon & Security Tab

Client

Your client number

User

WF-BATCH

Password

Enter the user password for user WF-BATCH

Please check below mention configuration also

1)       Automatic Workflow Customizing (SWU3)

2)       Activating Linkage for Scheduled Processes (SWE2)

Example :

CL ABAP Class

CL_EHFND_SCHEDULER_REPLANNER

TRIGGER_REPLANNING

TS00800063

X

CL ABAP Class

CL_EHHSS_PCO_INC_ACTION_CS

CREATED

WS00500037

X

CL ABAP Class

CL_EHHSS_PCO_INC_ACTION_PM

CREATED

WS00500036

X

3)       Checking Configuration of Workflow System (EHFND_WFF_SYSTEM_CHK)

4)       Scheduling Jobs for Process Statistics (SM36)

Batch Job Details

Job Name

EHSM_WORKFLOW_SYSTEM

  1. e.g.: D59_Proc_Stat

Job Class

C – Low priority

ABAP program name

R_EHFND_WFF_UPDATE_STATISTICS

Question 3) can’t able to change the status of Incident from “New" to "in process"

è  Status will be change automatically 

Thanks

Sunil Jawalkar

  

Former Member
0 Kudos

Hi Kevin,

Please check first if you Workflow configuration was run successfully, because all task assignment (including assigning incident to incident managers) runs via workflow.

Therefore please check first if you have executed all steps of the automatic workflow customizing correctly (transaction SWU3). You should have a green checkmark for all positions with the exception of "Maintain Guided Procedures Gateway" which is not neccessarily needed by EHSM.

The next thing would be run the checks in the IMG (SPRO):

SAP EHS Management -> Foundation for EHS Management -> Checks and Tools -> Check Configuration of Workflow System

This IMG activity tells you in detail if some steps are missing within the general workflow customizing.

Within the same node also check "List configured processes" please.

You should have a green checkmark for INC_LC with variant STANDARD. The process INC_LC is the standard incident workflow.

If you have a green icon for the incident workflow within the configured processes move on to the next step to assign default roles to workflow tasks which can be found in IMG under SAP EHS Management -> Incident Management  -> Process Configuration.

Regards

Joachim

Former Member
0 Kudos

HI Joachim

Thank  you for support , i was checked all the steps as suggested by you

1) Automatic Work Flow Customization

All items are in green check mark except one " Maintain Prefix Number"

Which Standard task I have to main in Prefix Number , 005?

"List configured processes"

Here all in green mark even INC_LC with variant STANDARD. also , only two in red colour (Prefix Number & Checking report Target RFC Destination) . How to address Report target RFC Destination

Assign default roles to workflow tasks


Kevin

Former Member
0 Kudos

Hi Kevin,

The prefix numbers are used to identify a workflow task uniquely by system and client. I would therefore suggest to use a number combination which als reflects to the client, e.g. 910 for client 100 (number prefix 9, because of customer name space).

The report destination is described within SAP EHS Management -> Foundation for EHS Management -> Process Foundation -> Basic Settings -> Specify RFC Destination for System Callback. Please see the documentation of the activity. You need to define a new RFC destination called SAP_EH_FW_WFF_REPORT_TARGET as specified within the documentation for this activity.

Did you manage to successfully assignthe default roles to workflow tasks?

Regards

Joachim

Former Member
0 Kudos

Hi Joachim

I didn't find the path in SPRO

SAP EHS Management -> Foundation for EHS Management -> Process Foundation -> Basic Settings -> Specify RFC Destination for System

SAP EHS Management -> Foundation for EHS Management -> Process Foundation -> Basic Settings -> Perform Automatic workflow customization.

Kevin