Handling tickets is called Issue Tracking system.

The errors or bugs forwarded by the end user to the support team are prioritized under three seviority High, Medium and Low. Each and every seviority 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 analyse,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 arised 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 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 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. ================================ *what are SAP Tickets. *SAP Tickets are nothing but problems or issues raised by the end customer in a company where end users are running SAP project. Once the SAP project is implemented, support phase begins. Support team is responsible for solving the tickets/issues in day-to-day business.

For any support project, customer will set up Help Desk. If any problem occurs customer will call Help Desk and register the issue/Ticket. Different companies use different software products to manage SAP Tickets. Remember this software is not provided by SAP. It is third party software. There are many software products in the market like Manage Now et c. You can call these software products as tools. All tools will provide the common attributes which are listed below1) Every user will be provided with user name and password to enter into the tool 2) We can see the tickets assigned for a particular user name. 3) You can list all open tickets by giving the Date Range 4) You can list all closed tickets by giving the Date Range 5) You can list out all the open tickets assigned for an User 6) You can list out all the closed tickets assigned for an User 7) You can see the description of the Ticket, by entering the Ticket Number. You can see who had raised the Ticket, what is the problem. What is the severity of the Ticket? There are lot many other attributes like you can transfer the Ticket to another user etc. *What is the severity of the problem Ticket?* When a Ticket is raised, it will be given severity. There are following severities. It may vary from company to company. Severity 1 Severity 2 Severity 3 Severity 4 The severity will be decided based on the business critical impacts. If there is large impact on the business it will be given 1 severity, if it is having least impact then it will be given 4. Severity 1 problem tickets should be solved in 8 hours. Severity 2 problem ticket should be solved in 16 hours. Severity 3 problem ticket should be solved in 15 working days. Severity 4 problem ticket should be solved in 30 working days.

Again the no of days may vary from one company to another. All these things will be decided when giving the contract to the IT company. The agreement is called as "SLA". SLA stands for Service Level Agreement. What happens if a particular ticket is not solved by the IT company according to the SLA/Contract? The Customer imposes fine on IT company as per the contract/SLA.

Errors in Extraction 1) RFC connection lost. 2) Invalid characters while loading. 3) ALEREMOTE user is locked. 4) Lower case letters not allowed. 5) While loading the data i am getting messeage that 'Record the field mentioned in the errror message is not mapped to any infoboject in the transfer rule. 6) object locked. 7) "Non-updated Idocs found in Source System". 8) While loading master data, one of the datapackage has a red light error message: Master data/text of characteristic ZCUSTSAL already deleted 1)extraction job aborted in r3 2) request couldnt be activated because theres another request in the psa with a smaller sid 3) repeat of last delta not possible 4) datasource not replicated 5) datasource/transfer structure not active

Issues faced during the implementation : 1. Slippage of milestones 2. Incorrect or wrong design 3. Reporting format problems

4. Data not matching or reconciling problems 5. Issues discovered during testing leading to redesign 6. Performance issues 7. Requirements misinterpretation 9)check the data same in source system and target system ( i mean suppose u are extarcting from r/3 after loading check ur data r/3 and bw same or not. 10)that is abap code, i didnt understand ur question properly. 11) 12) generic extarction, if ur businees contect satisfy ur requirement u go for generic, suppose u need data from different tables go generic with view with 1:1 relation 1:M relation for function module. 13)v3 update back groud job is in lo 14)its superior info object, u can find this in master data tab . 15) 16)tuning we will go for improve query performance (compression, aggregates, partation, index, rollup, precalculated web tneplates.) 17) rsa7(check with some one) 18)bw statics for find data base time and olap time and frontend time(based on u can improve query performance create like aggra comp , indices etc..) 19) direct chain only one chain , meta chain if u have more than one chains load errors u can solve manually, other than load errors u can wait right click and repeat. 20) 21) u cn cteate other cube and traansfer, but data space waste.(bec structures will be deffi) 22) u mean data source enhancement.or not(let me know) 23)rsap0001( for customer exit variables) 001 for transaction data 001 attributes, 003 text 004 hierchies. 24)web application design , its like same bex, but report will execute in browser. 25) 26) arrangement of process are called process type and we can use varient and start process for back ground jobs.

We cannot delte directly in production system , you should have sufficent authorizations shouldbe there, better to delete in devlopment and capture in a request and send it to production , that is standard sap practice. First u need to delete sub cahins then main chain this is the sequence.

What are the tools to download tickets from client? Are there any standard tools or it depends upon company or client...? Yes there are some tools for that. We use Hpopenview. Depends on client what they use. You are right. There are so many tools available and as you said some clients will develop their own tools using JAVA, ASP and other software. Some clients use just Lotus Notes. Generally 'Vantive' is used for tracking user requests and tickets. It has a vantive ticket ID, field for description of problem, severity for the business, priority for the user, group assigned etc. Different technical groups will have different group ID's. User talks to Level 1 helpdesk and they raise ticket. If they can solve issue for the issue, fine...else helpdesk assigns ticket to the Level 2 technical group. Ticket status keeps changing from open, working, resolved, on hold, back from hold, closed etc. The way we handle the tickets vary depending on the client. Some companies use SAP CS to handle the tickets; we have been using Vantive to handle the tickets. The ticket is handled with a change request, when you get the ticket you will have the priority level with which it is to be handled. It comes with a ticket id and all. It's totally a client specific tool. The common features here can be - A ticket Id, - Priority, - Consultant ID/Name, - User ID/Name, - Date of Post, - Resolving Time etc. There ideally is also a knowledge repository to search for a similar problem and solutions given if it had occurred earlier. You can also have training manuals (with screen shots) for simple transactions like viewing a query, saving a workbook etc so that such queried can be addressed by using them.

When the problem is logged on to you as a consultant, you need to analyze the problem, check if you have a similar problem occurred earlier and use ready solutions, find out the exact server on which this has occurred etc. 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. Get it transported to production once tested and posts it as closed i.e. the ticket has to be closed.