EVD Task Develop Business Process Procedures

EVD Deliverable Name Business Process Procedures

Document Title Manage a System Ticket
Date 31 December 2012
Revision V2.0

Business Process Procedure FO-BPP-FO04-006-Manage a system ticket_V2.0.doc

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 – Enter edit mode of a ticket ........................................................ 6
5.2.2 Screen Two – Update ticket details (header) ....................................................7
5.2.3 Screen Three – Reassign a ticket .................................................................... 9
5.2.4 Screen Four – Provide additional information (assignment blocks) .................... 10
5.2.5 Screen Five – View Transaction History ......................................................... 11
5.2.6 Screen Six – View Change History ................................................................ 12
5.2.7 Screen Seven – Change parties involved ....................................................... 13
5.2.8 Screen Eight – View Scheduled Actions ......................................................... 14
5.2.9 Screen Nine – View Dates............................................................................ 15
5.2.10 Screen Ten – Reopen a system ticket .......................................................... 16
6. Controls Considerations ......................................................................................... 17

Business Process Procedure i FO-BPP-FO04-006-Manage a system ticket_V2.0.doc

1. Document History
Version Change Description Author Date
Released
1.0 Initial document created Jiri Janak (JJK) 22-Mar-2012
1.1 Actions screen update, site name Jiri Janak (JJK) 31-May-2012
& location update
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 manage a system ticket, the steps that are
performed in the main part of the life of a ticket.

The process is related to other BPPs dealing with system tickets, namely:
• FO-BPP-FO04-005 Create a system ticket
• FO-BPP-FO04-007 Close a system ticket
• FO-BPP-FO04-008 Search for a system ticket

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
Manage a System Ticket ZSS1 OC Operator
Operations Engineer

4.2 Trigger
The process is triggered when follow up activity is performed on a created system ticket
which should be captured within the ticketing system.

4.3 Business Process Description

As the process deals with management of a ticket, it starts with the user going to the
system and to Operational Tickets. Next the user needs to find the ticket and can update
ticket information. After the ticket is updated the process ends.

Following up on a created ticket (please refer to FO-BPP-FO04-005 Create a system ticket).

Generally means investigation of the cause why the ticket has been opened, verifying the
need and in confirmed case planning the next steps and reassigning of the ticket to
applicable group. Whenever the cause seizes to exist (issue fixed, upgrade carried out) the
ticket is closed (please refer to FO-BPP-FO04-007 Close a system ticket). If more work
needs to be done on the ticket, the user may look up the ticket again, reopen it and
eventually close again.

System tickets are managed exclusively by employees within the Ground Infrastructure
organization unit, the CSM Management and Customer Service Engineering.

4.3.1 Inputs
In general the inputs are fields used to find the ticket to be able to follow up (please refer to
FO-BPP-FO04-005 Create a system ticket).

Field Name Static Value

System Ticket ID < not static >
Saved Search < not static >

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4.3.2 Outputs
Expected Output Description
Updated system ticket Existing system ticket is updated with the
information from the investigation on the ticket.

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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 Tickets (search block)
Fill in criteria
Click on a Ticket ID from the result list (active link)
Via Menus Access Recent items in Navigation Bar
Click on a recent Ticket ID (active link)
Via Menus Access Saved Searches in the top bar
Select Saved Search from the list
Click on Go
Via Transaction Code CRM_UI – follow cases above

For more information on accessing an existing system ticket, please refer to FO-BPP-FO04-
008 Search for a system ticket.

5.2 Executing the Transaction

5.2.1 Screen One – Enter edit mode of a ticket

Field Name Description R/O User Action and Values Values

/C

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Edit A button located at the R Click on button N/A
Ticket Details header

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

Conditional)

For any change to a ticket, you need to be in edit mode. Whenever the inputs are finished
the ticket needs to be saved (the same BPP as above).

5.2.2 Screen Two – Update ticket details (header)

Field Name Description R/O User Action and Values Values

/C
Title Ticket Name O Enter text in the field Maximum 100 characters
Employee Employee responsible O Select employee Employees within SAP
Responsible for the ticket responsible
Service Group responsible for O Select service team See below
Team the ticket (please refer to Screen
Two 5.2.2)
System Influenced system O 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)

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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 O Select a value from the See below
with which the ticket is list
dealing
Site Location The country where the O Select a value from the ISO world countries
site is located list
Location The location of the O Enter text in the field Free text
equipment (free text)
Status Ticket Status O 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
Subject Subject of the ticket – O Select a value from the Change Request
Category 1 level 1 list Fault
Maintenance
Other
Subject Subject of the ticket – O Select a value from the List of values depending on
Category 2 level 2 list Subject Category 1, see
below
Ticket Ticket description O Enter text in the field Free text
Description provides more detail on
header level about the
ticket.

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

Conditional)

Service Team
Please refer to FO-BPP-FO04-005 Create a system ticket, Screen Two (5.2.2).

Equipment Level 1
Please refer to FO-BPP-FO04-005 Create a system ticket, Screen One (5.2.1).

Equipment Level 2
Please refer to FO-BPP-FO04-005 Create a system ticket, Screen One (5.2.1).

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 Site Name
Please refer to FO-BPP-FO04-005 Create a system ticket, Screen One (5.2.1).

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.

5.2.3 Screen Three – Reassign a ticket

Field Name Description R/O User Action and Values Values

/C
Service Group responsible for R Type service team into See below
Team the ticket the field
Row Result list based on the R Click on a single line of N/A
selection criteria of the search the result list
Search Help A button to assist in O Click on button at the N/A
Button searching

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 end of Service Team field

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

Conditional)

The reassignment of a ticket is done by changing the Service Team value. This can be done
either by using the Search Help (this process is described in FO-BPP-FO04-005 Create a
system ticket, Screen Two (5.2.2)) or a value can be directly inputted in the field. If the
value is unique then the Service Team is populated based on this value, if more matches
are found a selection of the correct Service Team needs to be done as shown and described
above.

When the Service Team is reassigned, the check box on “Reassigned” is automatically
checked in the ticket details ( ).

5.2.4 Screen Four – Provide additional information (assignment blocks)

Field Name Description R/O User Action and Values Values

/C

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

Conditional)

Other information that can be captured in a ticket is:

• Adding SES notes – please refer to BPP FO-BPP-FO04-011 SES Notes in service &
system tickets

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 • View Transaction History - see 5.2.5 Screen Five
• View Change History - see 5.2.6 Screen Six
• Change Parties Involved – see 5.2.7 Screen Seven
• View Scheduled actions– see 5.2.8 Screen Eight
• View Dates – ass part of header, see 5.2.9 Screen Nine

5.2.5 Screen Five – View Transaction History

Field Name Description R/O User Action and Values Values

/C
Transaction ID of transaction in active N/A N/A Number
link form
Transaction The type of transaction N/A N/A Many transaction types per
Type (when any transaction is document type. Transaction
created, this value is types in tickets:
selected) SES Note
System Ticket
Master System Ticket
Document SAP document type N/A N/A CRM Knowledge Article (SES
Type Note)
CRM Service Request
(Tickets)
Status Status of the transaction N/A N/A Any status in the system

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

Conditional)

In the transaction history it’s possible to see all transactions that have a connection to the
ticket. Additionally, it’s possible to see the status of the related transaction. The layout of
the assignment block may different between users and transactions.

In the above example, there has been an SES Note written and there is a related System
Ticket.

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 5.2.6 Screen Six – View Change History

Field Name Description R/O User Action and Values Values

/C
Action Where has the change N/A N/A The field to which the change
been made has been done
New Value New value in the system N/A N/A Any value within the field
Old Value Old value in the system N/A N/A Any value within the field
(the value that has been
changed)
Changed By The user who made the N/A N/A User first and last name
change
Changed On The date when the change N/A N/A Date
was made
Changed At The time when the change N/A N/A Time
was made
Page Allows paging the list of N/A Click on a page number Number
changes active link

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

Conditional)

Change history tracks all changes done in the ticket. It shows what the old value was and
what the new one is. Who made the change (Changed By), when (Changed On) and at what
time (Changed At).

In the above example, it’s possible to see that the ticket System type filed has been change
from “” to “HARDWARE” and that the change was done by Jiri Janak on 21.03.2012 at
16:34.

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 5.2.7 Screen Seven – Change parties involved

Field Name Description R/O User Action and Values Values

/C
Edit list A button to enter the edit R Click on button N/A
mode
Partner Describes the role of the R To change click into Employee Responsible
Function partner within the ticket existing partner function External Contact Party
(relevant to predefined Internal Contact Party
functionalities) To add new, click into Internal Notify Party
new row Employee
Internal Notify Party Group
Service Employee Group
Name The name of the R Use the search help to An existing record in SAP
employee/contact/organiz select a value or type in CRM (if record doesn’t exist,
ation unit assigned directly it needs to be created first)

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

Conditional)

In Parties Involved, it’s possible to assign additional parties that are involved in the ticket,
change the current ones or delete some of them.

In the above example, shows where you could change the Service Employee Group
(=Service Team) and shows where you could add a new party, for example an Internal
Contact Party should you want to capture an important SES employee that was dealing with
the ticket as well.

Employee Responsible
Employee Responsible for the ticket, selection offers all employees of SES.

External Contact Party

External Contact Party, selection offers contacts within CRM Master Data. If the contact
doesn’t exist, it needs to be created.

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 Internal Contact Party
Internal Contact for the ticket, selection offers all employees of SES.

Internal Notify Party Employee

Internal Notify Party for the ticket, selection offers all employees of SES. Whoever is
selected as this party involved, will be added to the distribution of notifications for this
ticket.

Internal Notify Party Group

Internal Notify Party (a group) for the ticket, selection offers all organizational units of SES.
Whichever unit is selected as this party involved, the whole department will be added to the
distribution of notifications for this ticket.

Service Employee Group

Service Team of the ticket, selection offers all organizational units of SES. However, please
refer to Screen Three (5.2.3) for values.

5.2.8 Screen Eight – View Scheduled Actions

Field Name Description R/O User Action and Values Values

/C

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

Conditional)

Notifications in tickets are executed by actions automatically. The overview of notifications

sent can be found in this assignment block. For more information, please refer to FO-BPP-
FO04-010 Manage system ticket notifications.

Columns background:

Status (icon and text)

Icon: Indicated if the actions has been executed successfully (green icon) or not (red icon).
Text: Active Link which allows seeing details of the action evaluation (see Screen Five).

Action Definition
The value describes the notification.

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 Create by, on, at
Tracks the information about who and when (date, time) triggered the notification action.

Executable
Shows what the stage of execution is. “Done” means that the action has been executed.

5.2.9 Screen Nine – View Dates

Field Name Description R/O User Action and Values Values

/C

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

Conditional)

Opened Date/Time
Shows the date and time when the ticket was opened (when the status was set to open and
the ticket was saved).

Closed Date/Time
Shows the last date and time when the ticket was closed (when the status was set to close
and the ticket was saved). If ticket was reopened and close again, only the last value will be
visible (to see all the history, please refer to Screen Six – View Change History).

Last Updated Date/Time

Shows the date and time when last SES Note was saved.

Reopened Date/Time
Shows the last date and time when the ticket was reopened (when the status was set to
reopen and the ticket was saved). If ticket was reopened many times, only the last value
will be visible (to see all the history, please refer to Screen Six – View Change History).

Please note the date and time is displayed according to the user time zone settings. As a
general role, all operations users have the time zone set to.

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 5.2.10 Screen Ten – Reopen a system ticket

Field Name Description R/O User Action and Values Values

/C
Status Ticket Status R Set the status value to Closed
“Reopened” Reopened

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

Conditional)

Results of reopening a ticket

1) The check box on “Reopened” is automatically checked in the ticket details
( ).
2) Notification is sent (if the internal notify check box is selected). For more
information, please refer to FO-BPP-FO04-010 Manage system ticket notifications.
3) Reopened Date/Time updated, please refer to Screen Nine – View Dates (5.2.9)

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6. Controls Considerations
Control Point Description

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