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    Ticketing Process in Support Projects

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    SUDHIR
    The document discusses the ticketing process for SAP ABAP consultants working in support projects. It describes how tickets are prioritized and time limits are set for each priority level. The main role of support consultants is to provide assistance to customers by understanding, analyzing, and resolving issues in a timely manner. Tickets are addressed based on priority. The process involves the customer logging a call, the support team receiving the call and sending an initial response, the consultant fixing and testing the error, and transporting the fix to production. An example ticket involving a sales order issue is provided to illustrate the full resolution process.

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    Ticketing Process in Support Projects

    Uploaded by

    SUDHIR
    91 views2 pages
    The document discusses the ticketing process for SAP ABAP consultants working in support projects. It describes how tickets are prioritized and time limits are set for each priority level. The main role of support consultants is to provide assistance to customers by understanding, analyzing, and resolving issues in a timely manner. Tickets are addressed based on priority. The process involves the customer logging a call, the support team receiving the call and sending an initial response, the consultant fixing and testing the error, and transporting the fix to production. An example ticket involving a sales order issue is provided to illustrate the full resolution process.

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    Ticketing Process

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    The document discusses the ticketing process for SAP ABAP consultants working in support projects. It describes how tickets are prioritized and time limits are set for each priority level. The main role of support consultants is to provide assistance to customers by understanding, analyzing, and resolving issues in a timely manner. Tickets are addressed based on priority. The process involves the customer logging a call, the support team receiving the call and sending an initial response, the consultant fixing and testing the error, and transporting the fix to production. An example ticket involving a sales order issue is provided to illustrate the full resolution process.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    91 views2 pages

    Ticketing Process in Support Projects

    Uploaded by

    SUDHIR
    The document discusses the ticketing process for SAP ABAP consultants working in support projects. It describes how tickets are prioritized and time limits are set for each priority level. The main role of support consultants is to provide assistance to customers by understanding, analyzing, and resolving issues in a timely manner. Tickets are addressed based on priority. The process involves the customer logging a call, the support team receiving the call and sending an initial response, the consultant fixing and testing the error, and transporting the fix to production. An example ticket involving a sales order issue is provided to illustrate the full resolution process.

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    of 2

    5/16/2017 TicketingprocessinsupportprojectsforSAPABAPConsultantsSAPABAPConsultant|SAPNuts.

    com

    Ticketingprocessinsupportprojectsfor
    SAPABAPConsultants
    LastUpdated:December2nd2016byAshokKumarReddy

    WhataretheroleandresponsibilitiesofSAPABAPConsultantinSupportprojects?SAP
    ABAPsupportconsultantrolesandresponsibilities

    +
    HandlingticketsiscalledIssueTrackingsystem.Theerrorsorbugsforwardedbytheendusertothesupportteam
    areprioritizedunderthreeprioritiesHigh,MediumandLow.Eachandeverypriorityasgotitstimelimitsbeforethatwe
    havetofixtheerror.
    Themainjobofthesupportingconsultantistoprovideassistanceonlinetothecustomerortheorganizationwhere
    SAPisalreadyimplementedforwhichthepersonshouldbeverystronginthesubjectandtheprocesswhichare
    implementedinSAPattheclientsidetounderstand,toanalyses,toactuateandtogivetherightsolutioninright
    time.Thisisthejobofthesupportconsultant.
    Theissuesorthetickets(problems)whichareraisedistakencareofonprioritybasisbythesupportteamconsultants.
    Theworkprocessinsupportprojectsaregivenbelowforyourreference.
    1.Thecustomerortheenduserlogsacallthroughanytoolorbymail(RADIX).
    2.Eachoneofthesupportteamisapartofsupportgroup.
    3.Wheneveracustomerlogsacallhe/shehastomentiontowhichworkgroup(byname).
    4.OncethecallscametotheworkgroupthesupportconsultantortheteamneedtosendanIR(InitialResponse)to
    theuserdependinguponthepriorityofthecalls.(Top,High,Med,Low,None)
    5.Thentheerrorisfixed,debuggedbythesupportconsultantortheteam.Thenaftertestingproperlybygenerating
    TR(TransportRequestthroughthebasisadmin)
    6.Thenitisinformedtotheenduser/customer/superuseraboutthechangeswhichhavemovedtotheproduction
    serverbyCTSprocess.
    Thesearetheprocess.Insummary,whatIunderstandisthatifanyconfigurationorcustomizationisrequiredtosolve
    theissue,thentheconsultanthavetoworkonDEVClient,thentheenduserwilltestitintheQAclientandafter
    approvaltheBASISconsultanthastotransportittothePRODUCTIONclient.
    Anexample:TicketsinSDcanbeconsideredastheproblemswhichtheenduserortheemployeeinthecompany
    facewhileworkingonR/3.Ticketsusuallyoccurduringtheimplementationoraftertheimplementationoftheproject.
    Therecanbenumerousproblemwhichcanoccurintheproductionsupportandapersonwhoisworkinginthesupport
    hastoresolvethoseticketsinthelimitedduration,everytickethastheparticulardeadlinealertsoyourresponsibilityis
    tofinishitbeforethatdeadline.

    https://www.sapnuts.com/courses/coreabap/sapabapconsultants/ticketsystemsupport.html 1/2
    5/16/2017 TicketingprocessinsupportprojectsforSAPABAPConsultantsSAPABAPConsultant|SAPNuts.com

    Tobeginwith,weshouldgive"TICKET"toyoufornotknowingit.
    Hereisanegofaticketraise:
    Enduserisnotableto
    1.CreateSalesorderforacustomerfromaNewplant,sinceshippingpointdeterminationisnothappened.(Without
    ShippingpointthedocumentbecomesINCOMPLETEandhewillnotbeabletoproceedfurtherlikeDELIVERY,
    BILLING).
    Heraisesaticketandthepriorityissetinoneofthebelow:
    1.Low2.Medium3.High.
    Nowyouneedtosolvethisticket.YouwouldanalyzetheproblemandidentifythattheSPconfigurationhastobedone
    forthenewplant.
    YouwouldrequestatransportforDEVCLIENTtoBASIS.YoudothechangeandRequestonemoreTransportto
    BASISforQAclient.TheEnduserwilltestthesamebycreatingasalesorderforthenewplantandapproveit.
    Finally,yourequestatransporttomovethechangestoPRODUCTION.Oncethechangeisdeployedinproduction
    theTICKETisclosed.WhatIhavegivenisasmallexample.YouwouldgetsomerealissueswithseverityHIGHin
    yourdaydaysupport.

    https://www.sapnuts.com/courses/coreabap/sapabapconsultants/ticketsystemsupport.html 2/2

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