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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 severities High, Medium and Low. Each and
every severity as got its time limits before that we have to fix the error.

The main job of the supporting consultant is to provide assistance online to the customer or
the organization 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
analyze, to actuate and to give the right solution in right time. This is the job of the support
consultant.

The open issues or the tickets (problems) which are raised 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 open tickets handling 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, Medium,
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 administrator)

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 SAP 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
the implementation 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 open tickets has the particular deadline alert so your responsibility is to

(Without Shipping point the document becomes INCOMPLETE and he will not be able to proceed further like DELIVERY. Basis.g. You would request a transport for DEV CLIENT to BASIS. of a ticket raise: End user is not able to 1. we should give "TICKET" to you for not knowing it.com and the content authors. You would analyze the problem and identify that the SP configuration has to be done for the new plant. Create Sales order for a customer from a New plant .com is in no way affiliated . Now you need to solve this ticket. Other SAP Tickets: Tickets and Authorization in SAP Business Warehouse Consultant Role Role of a SAP Functinal Consultant Most Popular Abaper Career Question Will ABAP be Obsolete? Will JAVA Replace ABAP? SAP Reference Books SAP Certification. Functional and Basis Component Reference Books SAP Jobs Forum for SAP Recruiter and Jobs Seekers SAP Jobs Opportunity Main Index SAP ERP Modules. You would get some real issues with severity HIGH in your day-day support.finish it before that deadline. Interview Questions. you request a transport to move the changes to PRODUCTION.erpgreat. He raises a ticket and the priority is set in one of the below: 1. since shipping point determination is not happened . The site www. Here is an e.erpgreat. To begin with . ABAP and Other IMG Stuff All the site contents are Copyright © www. Low 2. All product names are trademarks of their respective companies. Once the change is deployed in production the TICKET is closed. The End user will test the same by creating a sales order for the new plant and approve it. ABAP Programming. All rights reserved. Finally. BILLING). High. What I have given is a small example. Medium 3. You do the change and Request one more Transport to BASIS for QA client.

1. . Add/remove fields in any of the master data/ODS/Cube. 7. Like High Priority. Tickets and Authorization in SAP Business Warehouse What is tickets? and example? The typical tickets in a production Support work could be: 1. If the support person faces any issues then he will ask/request to operator to raise a ticket. Critical can be (Need to solve in 1 day or half a day) depends on the client. Critical means it is most complicated issues . problems. Low priority and so on.erpgreat. .This would be done by scheduling the infopackages for the attributes/texts mentioned by the client. Create ADHOC reports.To start the checklist: 1) InfoCubes / ODS / datatargets 2) planning areas 3) planning levels ... . Loading any of the missing master data attributes/texts. 4. Validating the data in Cubes/ODS.Depends upon the requirement 6. Create ADHOC hierarchies.By using the Validation reports or by comparing BW data with R/3. The concept of TicketVARIES from contract to contract in between companies.Create some new reports based on the requirement of client.hope it helps. Checklists for a support project of BPS . Data source Enhancement.. 2.. . If the ticket is of low priority it must be considered only after attending to high priority tickets. Generally Ticket raised by the client can be considered based on the priority. Operator will raise a ticket and assign it to the respective person. Tickets are raised at the time of support project these may be any issues. If a ticket is of high priority it has to be resolved ASAP..com or the content authors. It can be a change requests or data loads or what ever. 7.etc.Analyze the error and take suitable action. Create ADHOC hierarchies. If any of the loads runs into errors then resolve it. After solving the ticket will be closed by informing the client that the issue is solved. Create ADHOC reports. 4.. 2. . They will of types critical or moderate. 3.. Tickets are the tracking tool by which the user will track the work which we do. Information used on this site is at your own risk. Add/remove fields in any of the master data/ODS/Cube. Every effort is made to ensure the content integrity. 6. with SAP AG.. Validating the data in Cubes/ODS. Loading any of the missing master data attributes/texts .Create hierarchies in RSA1 for the info-object. The content on this site may not be reproduced or redistributed without the express written permission of www. Data source Enhancement.. If any of the loads runs into errors then resolve it.depends how you measure this. 5. 5. 3.

. You are right. fine. resolved.User ID/Name. Depends on client what they use. The way we handle the ticketsVARY depending on the client.else helpdesk assigns ticket to the Level 2 technical group. . we have been using Vantive to handle the tickets.4) planning packages 5) planning functions 6) planning layouts 7) global planning sequences 8) profiles 9) list of reports 10) process chains 11) enhancements in update routines 12) any ABAP programs to be run and their logic 13) major bps dev issues 14) major bps production support issues and resolution What are the tools to download tickets from client? Are there any standard tools or it depends upon company or client. .. You can also have training manuals (with screen shots) for simple .A ticket Id. when you get the ticket you will have the priority level with which it is to be handled..Date of Post. Some companies use SAP CS to handle the tickets. If they can solve issue for the issue. Some clients use just Lotus Notes. The ticket is handled with a change request. We use Hpopenview. It comes with a ticket id and all.Priority. It has a vantive ticket ID. The common features here can be . on hold. Different technical groups will have different group ID's.? Yes there are some tools for that. .Resolving Time etc. There ideally is also a knowledge repository to search for a similar problem and solutions given if it had occurred earlier. closed etc. . Generally 'Vantive' is used for tracking user requests and tickets. field for description of problem.. priority for the user. back from hold. It's totally a client specific tool. working. ASP and other software.Consultant ID/Name. Ticket status keeps changing from open. User talks to Level 1 helpdesk and they raise ticket. group assigned etc.. severity for the business. There are so many tools available and as you said some clients will develop their own tools using JAVA.

e.com is in no way affiliated with SAP AG.com or the content authors. you need to analyze the problem. Get it transported to production once tested and posts it as closed i. What is User Authorizations in SAP BW? Authorizations are very important. All rights reserved.Certification.erpgreat.erpgreat. Tips by : Ramkumar K Also read Business Process Role Design Ideas Get help for your SAP BW problems Do you have a SAP BW Question? SAP Business Warehouse Books SAP BW Books . The site www. Every effort is made to ensure the content integrity. the ticket has to be closed. for example you don't want the important financial report to all the users. Similarly you set up the authorization for certain users by giving that users certain auth. Basis. All product names are trademarks of their respective companies. You have to solve the problem (assuming you will have access to the dev system) and post the solution and ask the user to test after the preliminary testing from your side. The content on this site may not be reproduced or redistributed without the express written permission of www. in PFCG tcode. . ABAP and Other IMG Stuff All the site contents are Copyright © www. you can have authorization in Object level if you want to keep the authorization for specific in object for this you have to check the Object as an authorization relevant in RSD1 and RSSM tcodes. Similarly you create a role and include the tcodes. BEx reports etc into the role and assign this role to the userid. When the problem is logged on to you as a consultant.erpgreat. saving a workbook etc so that such queried can be addressed by using them. find out the exact server on which this has occurred etc. check if you have a similar problem occurred earlier and use ready solutions.com and the content authors. Interview Questions and Configuration SAP BW Tips SAP BW Tips and Business Information Warehouse Discussion Forum Main Index SAP ERP Modules. so. Information used on this site is at your own risk.transactions like viewing a query.