EVD Task Develop Business Process Procedures

EVD Deliverable Name Business Process Procedures

Document Title Create a System Ticket
Date 27 December 2012
Revision V2.0

Business Process Procedure FO-BPP-FO04-005-Create a system ticket_V2.0

Table of Contents
1. Document History ................................................................................................... 1
2. Approvals .............................................................................................................. 2
3. Executive Summary ................................................................................................ 3
4. Overview ............................................................................................................... 4
4.1 Process Information ........................................................................................... 4
4.2 Trigger ............................................................................................................. 4
4.3 Business Process Description ............................................................................... 4
4.3.1 Inputs ......................................................................................................... 4
4.3.2 Outputs ....................................................................................................... 5
5. Procedural Steps .................................................................................................... 6
5.1 Access Transaction By: ....................................................................................... 6
5.2 Executing the Transaction ................................................................................... 6
5.2.1 Screen One – Create a System Ticket ............................................................. 6
5.2.2 Screen Two – Select a Service Team ............................................................. 11
6. Controls Considerations ......................................................................................... 13

Business Process Procedure i FO-BPP-FO04-005-Create a system ticket_V2.0

1. Document History
Version Change Description Author Date
Released
1.0 Initial document created Jiri Janak (JJK) 22-Mar-2012
1.1 Site name & location update Jiri Janak (JJK) 31-May-2012
2.0 Final version JJK 08-Nov-2012

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2. Approvals
The individuals listed below will be required to review and approve this document.

Role/Title Name Signature Date

Front Office Marc Reckinger MRR
SES Team
Lead
Front Office Laurent Pierreu LPU
Deloitte Team
Lead
Business Roland Smith RSM
Owner

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3. Executive Summary
The system tickets are designed to support various areas related to operational
infrastructure and systems and the infrastructure fault and development tracking. This
document captures the functionality to create a system ticket, the steps to be performed to
complete the creation process.

The process is related to other BPPs dealing with system tickets, namely:
• FO-BPP-FO04-006 Manage a system ticket
• FO-BPP-FO04-007 Close a system ticket
• FO-BPP-FO04-008 Search for a system ticket
• FO-BPP-FO04-011 SES Notes in service & system tickets

The process is handled in SAP CRM WebUI.

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4. Overview
This section includes information about the business process procedure that will be
displayed in the later sections.

4.1 Process Information

Process Transaction Name Role
Create a System Ticket ZSS1 OC Operator
Operations Engineer

4.2 Trigger
The process is triggered whenever there is an issues/anomaly discovered in the area of
operational infrastructure and systems or whenever a change or maintenance is required to
be tracked within the system.

4.3 Business Process Description

As the process deals with creation of a ticket, it starts with the user going to the system and
to Operational Tickets. Next the user needs to populate initial fields to be able to open a
new ticket. After the ticket is created the process ends.

The creation of a system ticket can start with an anomaly discovered in Customer Service
Delivery on measurement equipment or in general when there is an issue related to
operations infrastructure or systems that needs to be tracked. Main users of the System
tickets are employees within the Ground Infrastructure organization unit, the CSM
Management and Customer Service Engineering.

4.3.1 Inputs
Field Name Static Value
Name < not static >
System < not static >
Site Name < not static >
Subject Category 1 < not static >
Subject Category 2 < not static >
Service Team < not static >

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4.3.2 Outputs
Expected Output Description
New opened ticket A new ticket is available. The ticket contains at least
the mandatory information (as in Inputs).

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 5. Procedural Steps
5.1 Access Transaction By:
Connect to CRM WEB UI. Transaction code in GUI CRM_UI

Via Menus Access Operations Tickets in Navigation Bar

Click on Ticket (create block)
Click on Transaction Type ZSS1 “System Ticket”
Via Menus Access Operations Tickets in Navigation Bar
Click on Tickets (search block)
Click on New button
Click on Transaction Type ZSS1 “System ticket”
Via Menus Access Saved Searches in the top bar
Select Saved Search from the list
Click on Go
Click on New button
Click on Transaction Type ZSS1
Via Transaction Code CRM_UI – follow cases above

5.2 Executing the Transaction

5.2.1 Screen One – Create a System Ticket

Field Name Description R/O User Action and Values Values

/C
Title Ticket Title R Enter text in the field Maximum 100 characters
Employee Employee responsible O Select employee Employees within SAP
Responsible for the ticket responsible

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Service Group responsible for R Select service team Customer Service
Team the ticket (please refer to Screen Engineering
Two 5.2.2) CSM Management
Ground Operations (Europe)
Ground Operations (Eastern
US)
Ground Operations (Western
US)
Ground Systems Engineering
EU
Ground Systems Engineering
US
Other organizational units
within the system are
possible (but should not be
selected)
System Influenced system R Select a value from the ARTILOS
list CSM
GROUND
System Type The type of the system O Select a value from the HARDWARE
(categorizing the list OTHER
element influenced level SOFTWARE
1)
Equipment Categorizing the O Select a value from the List of values depending on
Level 1 element influenced level list System Type
2
Equipment Categorizing the O Select a value from the List of values depending on
Level 2 element influenced level list Equipment Level 1
3
Site Name The name of the site R Select a value from the See below
with which the ticket is list
dealing
Site Location The location of a site O Select a value from the ISO world countries
list
Location The location of the O Enter text in the field Free text
equipment (free text)
Status Ticket Status R Select a value from the Open
list Pending
Monitoring
Closed
Reopened
Priority Ticket Priority O Select a value from the Very High
list High
Medium
Low
Ticket Type Subject of the ticket – R Select a value from the Change Request

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Category 1 level 1 list Fault
Maintenance
Other
Ticket Type Subject of the ticket – R Select a value from the List of values depending on
Category 2 level 2 list Subject Category 1, see
below
Header Ticket description O Enter text in the field Free text
Notes: provides more detail on
Ticket header level about the
Description ticket.

(Note: On above table, in column “R/O/C; R = Required, O = Optional, and C =

Conditional)

Service Team
Please refer to the Screen Two (5.2.2).

Equipment Level 1
Please refer to the table below to see the dependencies.

System Type
HARDWARE OTHER SOFTWARE
Equipment Level 1
Amplifier Host Facility Alarms
Antenna Network Automon
Cabling Other CDSDB
Calibration Unit CSM
DSP CXRDB
Down converter LNSDB
Frequency Counter Monitoring Plan
IRD SatCenter
LNS Computer SMSRBDB
Modem VNC
RCP Server Windows
Router
Signal Generator
Spectrum Analyzer
Splitter
Switch
Switch Control
Upconverter

Equipment Level 2
Please refer to the table below to see the dependencies.

Equipment Level 1 Equipment Level 2

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Amplifier
Antenna
Cabling
Calibration Unit
DSP
Down converter
Frequency Counter
IRD
LNS Computer
Modem
RCP Server
Router
Signal Generator
Spectrum Analyzer
Splitter
Switch
Switch Control
Upconverter
Host Facility
Network
Other
Alarms
Automon
CDSDB
CSM
CXRDB
LNSDB
Monitoring Plan
SatCenter
SMSRBDB
VNC
Windows

Site Name
Balcarce - Telefonica
Perth, Bayswater - NewSat
Perth, Lockridge - Optus
Perth, Gnangara - TeleSat
Adelaide - NewSat
Redu - ESA
Guaratiba - StarOne
Makarius - CYTA
Prague - OckoTV
Munich - APS/SES
Accra - K-Net

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Nemea - OTE
Hong Kong, Stanley - Reach
Hong Kong, Kowloon - Galaxy/TVB
Hong Kong - AsiaSat
Chennai - Tata Comms
Hassan - ISRO
Jakarta - Indovision
Neve Ilan - Satlink
Almaty - Astel
Nairobi - Wanachi
Betzdorf - SES
Subic Bay - ABS
San Juan - Ultracom
Moscow - Gazprom
Singapore - ST Teleport
Bratislava - SES
Johannesburg - Sentech
Villafranca - ESA
Madrid - ESA
Madrid - Telemadrid
Stockholm - Agesta - SSC
Kaknas - Terracom
Esrange / Kiruna - SSC
Leuk - Signalhorn
Dar Es Salaam - Vizada
Istanbul - SES
Dubai - du Samacom
Chalfont - Arqiva
Goonhilly - Orbit Research
Chilworth - BSkyB
Gibraltar - SES
Manassas VA - SES
South Mountain CA - SES
Steele Valley CA - Vyvx
Vernon Valley NJ - SES
Woodbine MD - SES
Sunset Beach HI - SES
New York City NY - Telia POP
New Braunfels TX - EchoStar
Duluth GA - Rockwell
Anchorage AK - Microcom
Chanhassen MN - EchoStar
Cheyenne WY - EchoStar
Gilbert AZ - EchoStar
Monee Il - EchoStar
Rockledge FL - C-Systems
Brewster WA - USEI-Teleport

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*Temporary Deployment

*The temporary deployment value is used in case that a unit is transportable and is located
in a third party site on a temporary basis.

Subject Category 2

Subject Category 1
Change request Fault Maintenance Other
Subject Category 2
Upgrade Degraded Other Other
Reconfiguration Other
Removal Outage

Ticket Description
In order to enter a description in the Header Notes, the type “Ticket Description” needs to
be selected. Additionally the language is set by default to “English”, if another language is
chosen the note will not appear to those who are viewing (by default) “English” notes. It is
advised not to change this value.

5.2.2 Screen Two – Select a Service Team

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Field Name Description R/O User Action and Values Values
/C
Role Roles assigned to O Select a value from the Ground Infrastructure
accounts and list
organizational units in
the system
Search Button to activate the R N/A
Click on the button
Button search
Row Result list based on the R Click on a single line of N/A
selection criteria of the search the result list

(Note: On above table, in column “R/O/C; R = Required, O = Optional, and C =

Conditional)

Service Team
The values presented in the system are linked with the HR organization model of SES. In
general, any organizational unit can be selected. The units that are foreseen to be handling
the system tickets are:
• Customer Service Engineering
• CSM Management
• Ground Operations (Europe)
• Ground Operations (Eastern US)
• Ground Operations (Western US)
• Ground Systems Engineering EU
• Ground Systems Engineering US
In order to facilitate the selection of these organization units, all one the above have been
assigned the role “Ground Infrastructure”.

The assignment of a Service Team on a ticket can be done either by using the Search Help
and using the role (as described above) or a value can be directly inputted in the field (this
process is described in FO-BPP-FO04-006 Manage a system ticket, Screen Three (5.2.3)

Whenever the inputs are finished, the ticket needs to be saved.

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6. Controls Considerations
Control Point Description

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