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5/16/2017 TicketingprocessinsupportprojectsforSAPABAPConsultantsSAPABAPConsultant|SAPNuts.

com

Ticketingprocessinsupportprojectsfor
SAPABAPConsultants
LastUpdated:December2nd2016byAshokKumarReddy

WhataretheroleandresponsibilitiesofSAPABAPConsultantinSupportprojects?SAP
ABAPsupportconsultantrolesandresponsibilities

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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.

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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.

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