There are several tools of help in support process like Remedy, BMS, Request, etc.

The normal process is the end users will log their issues with the help desk, which usually be at
clients place, in turn the help desk raises an incident as per the priority of the issue, these priorities
are based on the Service level agreement between the client and the consulting company.These
incidents will then be assigned to respective consultants in different modules,like SD,MM,FI, HR etc.
Normally the support consultant will be given authorisation to Developement and Quality systems
and may be given limited access in HSP as per the clients security policy.
In production support, the support consultant shall act on all production issues as per thier merit so
as to ensure proper functioning of business, and also work enhancements which the business
requires.
Above all the complete process depends on the SLA.

> Can you tell me who will decide the priority ( client side or support consultant)?
While creating the support ticket, Depending upon the severity of the issue the ticket creator decides
the priority of the ticket. For example:
We had 3 levels of priority set as per our SLA
P1: Very critical issue....System down kind of thing and immediate response.
P2: Critical issue : Can handle this in a 2 day
P3: normal or enhancement issue: response time is 5 days.....
> Can you tell me how many end users will be there one project (appox)? and what are the l1 , l2 l3
levels of support project?
Fortunately i have worked in L1, L2 and L3 support so i can share some of the basics about these
L1 : Lowest level of support, Generally include the Analysis of problems and suggestions, Some
testing of the enhancements etc.
L2: This is the main support where consultant basically involve in technical jobs, Enhancements,
configuration done by L2 consultants.
L3: Highest level of support here the most strategic and business decision taken,

SAP Tickets - What Is That? - https://www.erpgreat.com/general/sap-tickets-

what-is-that.htm

Handling tickets is called Issue Tracking system. The errors or bugs forwarded by the end user
to the support team are prioritized under three severity 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 finish it
before that deadline.
To begin with , we should give "TICKET" to you for not knowing it. 
Here is an e.g. 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.

Common tickets in SAP FICO

Asked By: cd_kaur | Asked On: Feb 22nd, 2008

3 answers
What are the most common/important tickets /issues in SAP FICO  module? Please list the same

Answered by: madhavarao on: Oct 18th, 2011

sap fi/co ..tickets are 4 types divided into priority basis 1.critical 2.high 3.medium 4.low ,,basically
tickets are generated by clients ,,consultants are reply with critical tickets 2 to 4 hrs ,high ticket reply
to 1 business day ,,medium and low tickets 2 -3 days 2 - 5 business days .

Answered by: Shankar on: Oct 11th, 2011

1.New Tax codes Creation 2.Sales billing document is not released to account 3.Balancing profit
center filed required in line items 4.Needs attach GL accounts to Financial statements  Tree. 5.Idoc
no...