myEMS(SAP) Create and Manage an Incident – Reference Guide

To create your incident:

1. Access the myEMS(SAP) Portal
2. Select the Report an Incident link located in the upper-right corner
3. Enter a Description and provide an explanation of the issue in the Details field
4. Select the following:
   • Category Level 1: myEMS (SAP) for ESDC End-User
   • Category Level 2: (select one of the following):
     • Access Management
     • Language Settings
     • Error Message
     • General Inquiry
     • Training
     • Master Data
     • Technical Issues
5. To add an attachment, go to step ‘a’ below
6. Select the Send button

To include an attachment when creating your incident:

1. Select the Attachments
2. Select Add
3. Select Browse
4. Locate the document and double-click on the filename
5. Select the OK button
6. If you wish to add/update your incident details, Select the Description tab
7. Select the Send button

You may also report an incident via the SAP’s webpage displayed in iService.

• Access the iService web page
• In the iService Apps section, select the myEMS (SAP) button
• Go to the Report an Incident section and select the Report an Incident (opens a new window) button
• Follow steps 3 to 6 above

To verify the status, to update or to confirm/close an existing incident, please do not create a new incident. It is very important to include all related information in one incident only, as this will ensure continuity in the documentation of the issue and steps taken to resolve it.

1. Access the myEMS(SAP) Portal
2. Select the Employee Self-Service tab
3. Select the IT Service Management (ITSM) title
4. Select the IT Service Management (ITSM) link

5. Monitor these two sections:

   1. My Messages – Reported By Me – Incidents that you have reported. To view all of the incidents you have reported, change the Status from Open to Open and Closed
   2. My Messages – Action Required By Me – Incidents that require your input
6. Select the incident ID to display the incident details

Follow these steps to provide additional information to the myEMS(SAP) Team, regarding an incident with a status of Customer Action or Proposed Solution.

An incident set to the Proposed Solution status will automatically be modified to Confirmed in 5 days if no action is taken. A confirmed/closed incident cannot be reopened.

To reply to an incident:

1. Access your incident
2. Go up to display the Edit button
3. Select the Edit button
4. To add an attachment, go to step ‘a’ below
5. Select the Save and Reply button
6. Type additional information or elaborate on the issue being experienced
7. Select the Send Reply button
8. Transaction ########## saved will be displayed above the Incident Summary tab (refer to note 1 below)
9. Select the Back button of the IT Service Management (ITSM) window

To include an attachment in an existing incident:

1. Select the Attachments tab
2. Select Add
3. Select Browse
4. Locate the document and double-click on the filename
5. Select the OK button
6. Follow steps 5 to 9 above

Use these steps to confirm that a reported incident has been solved.

An incident set to the Proposed Solution status will automatically close in 5 days if no action is taken. A confirmed/closed incident cannot be reopened.

1. Access the incident with a status of Proposed Solution
2. Review the solution displayed in the Text Log field
3. Go up to display the Edit button
4. Select the Edit button
5. Select Confirm to indicate that the issue that you reported has been solved
6. Choose Yes to confirm that the message (incident) can be closed
7. The status of the incident will change to Confirmed

Other incident management help documents are available at myEMS – IT Service Management (ITSM).

Additional SAP related information is available in SAP’s webpage (via iService):

• Access the iService web page
• In the iService Apps section, select the myEMS (SAP) button