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 on line 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 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 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, Med, 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 admin)

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 SD can be considered as the problems which the end user or the employees 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 problems 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 ticket 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 eg 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.

Real Time Experience:

1. Billing Document not released to Accounting.

The error was due to material master not maintained appropriately. The scenario was analysed & the result was if
Profit Centre is maintained, but MRP type is not maintained, it does nor releases Billing document to accounting in
some cases. It is strange, but yes, its true. There were around 85 - 90 invoice & ideally the solution would be
cancelling Invoice, Reversing PGI, Cancelling the delivery & cancelling order & redo every thing again after rectifying
Material master. This was happening for 2 material Master newly created. But we selected alternative route i.e in
Debug mode, we forced the profit center in billing document & then it released to accounting.

2. Sales Order incomplte for Material Availability Date, Actual Delivery date & so on..............
This was another classic case where this was odd. I verified & was clear that incompletion log has no problem &
these are not included in incompletion log. This again was an master data issue. The reason was Availablity Check
was not maintained in Material Master & I had spend 3 days analysing configuration, before checking material master
data. It was a learning that I should have checked the master data also, as however expert an user may be, even he
is human & can make error.

3. Common error in an new implementation project with users new to SAP is Billing is not happening.
The highest possiblity is PGI not done or Billing document already created, but overlooked by user in hurry. The best
solutiuon is to train the end user to check the document flow, before bringing it as a issue.

4. Modification in Pricing Procedure Calculation or addition of new condition type.

This is very subjective to clients requirement & not possible to explain it here.

1. Billing Document not released to accounting / Accounts determination:

To resolve the error, you can analyze account determination in the billing document. Process:

Goto T.Code: VF02 & Enter Invoice number

Next (On the top most strip) goto Environment

Next (Select Environment) go to Account determination

Next (In Account Determination) select Revenue Account Determination (first option)

This will list all the condition types in the Billing document & analyze each condition & check for which G/L accounts is
not determined.

1. VKOA not maintained for required combination

Solution: Maintain the combination in VKOA.

2. Account Assignment of Customer / material not maintained in Customer / Material Master (If maintained in
combination in VKOA).
Solution:
Option 1 (Standard solution):
step 1: Cancel Billing Document --> Reverse PGI --> cancel Delivery --> Cancel Sales Order
step 2: Maintain Customer master / Material Master correctly.
step 3: Recreate sales Order --> Delivery --> PGI --> Invoicing.
Option 2:
Force the Account Assignment Group of Customer / Material through Debug in change mode of Billing document,
which will release Billing Document to Accounting.

3. Account Key not maintained in Pricing Procedure:

Impact: This may create accounting document, but if condition type, which are to be posted to account, but do not
have account key maintained in pricing procedure, it will not be post the relevant condition type to G/L account.

4. Billing Document not being released to accounting --

In Material Master, there is some link between Profit Centre & MRP Type. If one of it is not maintained, erratically few
documents get stuck while releasing Billing Document to accounting. Few of course get posted.
Solution1: Cancel Billing Document --> Reverse PGI --> Cancel Delivery --> Block the sales Order & Create new
sales Cycle all over again after rectifying Material master.
Solution 2: (Temporary Solution) In Debug mode in Billing, force the Profit Center in Billing Document with the help of
Abaper. But ensure Material master is rectified.

From FI Side, you require to check that all the G/L account has been maintained through T.Code: FS00. G/L account
being Master data has to be created in each client to upload through LSMW / SCATT / BDC.

In Billing Document in change mode (in the first screen where we enter Billing Document number), on the top most
left hand corner, take a dropdown on Billing Document & select Release to accounting. Here you can get the under
mentioned possible message:
1. G/L account not found
2. Cost Element not maintained for G/L account.

Issues related to Customer Master data:

1. what is the impact of leaving customer pricing procedure & customer statistic group blank in customer master -->
sales area data --> sales tab:
If Customer Pricing Procedure is left blank, Pricing will not be determined.
If customer statistic group is left blank, then data will not flow to standard reports.

2. Who maintains reconciliation account in customer master?

Ideally, reconciliation account is maintained by FI person, but if SD person is authorized & has the knowledge of
which reconciliation account to be maintained, then even SD person can maintain the same.

3. Terms of payment appear in Company Code Data & sales Area Data. What is the impact of each? why is it not
populated automatically, once it is maintained at either field?
Terms of payment from company code data is for reporting purpose & it is from sales area data that it flows to sales
order.
It is a standard feature of SAP that it is not populated automatically if maintained at either of the field, but it is a must
in sales area data & can be skipped in company code data.

4. Unable to select Sales Area for Customer Master Creation?

Most Probably either sales area is not defined or customization not done for common Sales Org & Common
Distribution Channel. To maintain this configuration: SPRO --> Sales & Distribution --> Master Data --> Define
Common Distribution Channels / Define Common Divisions