SAP Tickets - What Is That?

Handling tickets is called Issue Tracking system. The errors or bugs forwarded by the end
user to the support team are prioritized under three seviority High, Medium and Low.
Each and every seviority as got its time limits before that we have to fix the error.
The main job of the supporting consultant is to provide assistance on line to the customer
or the organisation where SAP is already implemented for which the person should be
very strong in the subject and the process which are implemented in SAP at the client
side to understand,to analyse,to actuate and to give the right solution in right time.This is
the job of the support consultant.
The issues or the tickets(problems) which are arised is taken care of on priority basis by
the support team consultants.
The work process in support projects are given below for your reference.
1. The customer or the end user logs a call through any tool or by mail (RADIX).
2. Each one of the support team is a part of support group.
3. Whenever a customer logs a call he /she has to mention to which work group (by
name).
4. Once the calls came to the work group the support consultant or the team need to send
an IR (Initial Response) to the user depending upon the priority of the calls.
(Top,High,Med,Low,None)
5. Then the error is fixed, debugged by the support consultant or the team. Then after
testing properly by generating TR(Transport Request through the basis admin)
6. Then it is informed to the end user/customer/super user about the changes which have
moved to the production server by CTS process.
These are the process. In summary, what I understand is that if any configuration or
customization is required to solve the issue, then the consultant have to work on DEV
Client, then the end user will test it in the QA client and after approval the BASIS
consultant has to transport it to the PRODUCTION client.
An example:
Tickets in SD can be considered as the problems which the end user or the employee in
the company face while working on R/3. Tickets usually occur during the
implementation or after theimplementation of the project. There can be numerous
problem which can occur in the production support and a person who is working in the
support has to resolve those tickets in the limited duration, every ticket has the particular
deadline alert so your responsibility is to finish it before that deadline.

To begin with , we should give "TICKET" to you for not knowing it.
Here is an eg of a ticket raise:
End user is not able to
1. Create Sales order for a customer from a New plant , since shipping point
determination is not happened . ( Without Shipping point the document becomes
INCOMPLETE and he will not be able to proceed further like DELIVERY, BILLING).
He raises a ticket and the priority is set in one of the below:
1. Low 2. Medium 3. High.
Now you need to solve this ticket. You would analyze the problem and identify that the
SP configuration has to be done for the new plant.
You would request a transport for DEV CLIENT to BASIS. You do the change and
Request one more Transport to BASIS for QA client. The End user will test the same by
creating a sales order for the new plant and approve it.
Finally, you request a transport to move the changes to PRODUCTION. Once the change
is deployed in production the TICKET is closed. What I have given is a small example.
You would get some real issues with severity HIGH in your day-day support.