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Ticketing Process in Support Projects

The document discusses the ticketing process for SAP ABAP consultants working in support projects. It describes how tickets are prioritized and time limits are set for each priority level. The main role of support consultants is to provide assistance to customers by understanding, analyzing, and resolving issues in a timely manner. Tickets are addressed based on priority. The process involves the customer logging a call, the support team receiving the call and sending an initial response, the consultant fixing and testing the error, and transporting the fix to production. An example ticket involving a sales order issue is provided to illustrate the full resolution process.

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208 views2 pages

Ticketing Process in Support Projects

The document discusses the ticketing process for SAP ABAP consultants working in support projects. It describes how tickets are prioritized and time limits are set for each priority level. The main role of support consultants is to provide assistance to customers by understanding, analyzing, and resolving issues in a timely manner. Tickets are addressed based on priority. The process involves the customer logging a call, the support team receiving the call and sending an initial response, the consultant fixing and testing the error, and transporting the fix to production. An example ticket involving a sales order issue is provided to illustrate the full resolution process.

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SUDHIR
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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5/16/2017 TicketingprocessinsupportprojectsforSAPABAPConsultantsSAPABAPConsultant|SAPNuts.

com

Ticketingprocessinsupportprojectsfor
SAPABAPConsultants
LastUpdated:December2nd2016byAshokKumarReddy

WhataretheroleandresponsibilitiesofSAPABAPConsultantinSupportprojects?SAP
ABAPsupportconsultantrolesandresponsibilities

+
HandlingticketsiscalledIssueTrackingsystem.Theerrorsorbugsforwardedbytheendusertothesupportteam
areprioritizedunderthreeprioritiesHigh,MediumandLow.Eachandeverypriorityasgotitstimelimitsbeforethatwe
havetofixtheerror.
Themainjobofthesupportingconsultantistoprovideassistanceonlinetothecustomerortheorganizationwhere
SAPisalreadyimplementedforwhichthepersonshouldbeverystronginthesubjectandtheprocesswhichare
implementedinSAPattheclientsidetounderstand,toanalyses,toactuateandtogivetherightsolutioninright
time.Thisisthejobofthesupportconsultant.
Theissuesorthetickets(problems)whichareraisedistakencareofonprioritybasisbythesupportteamconsultants.
Theworkprocessinsupportprojectsaregivenbelowforyourreference.
1.Thecustomerortheenduserlogsacallthroughanytoolorbymail(RADIX).
2.Eachoneofthesupportteamisapartofsupportgroup.
3.Wheneveracustomerlogsacallhe/shehastomentiontowhichworkgroup(byname).
4.OncethecallscametotheworkgroupthesupportconsultantortheteamneedtosendanIR(InitialResponse)to
theuserdependinguponthepriorityofthecalls.(Top,High,Med,Low,None)
5.Thentheerrorisfixed,debuggedbythesupportconsultantortheteam.Thenaftertestingproperlybygenerating
TR(TransportRequestthroughthebasisadmin)
6.Thenitisinformedtotheenduser/customer/superuseraboutthechangeswhichhavemovedtotheproduction
serverbyCTSprocess.
Thesearetheprocess.Insummary,whatIunderstandisthatifanyconfigurationorcustomizationisrequiredtosolve
theissue,thentheconsultanthavetoworkonDEVClient,thentheenduserwilltestitintheQAclientandafter
approvaltheBASISconsultanthastotransportittothePRODUCTIONclient.
Anexample:TicketsinSDcanbeconsideredastheproblemswhichtheenduserortheemployeeinthecompany
facewhileworkingonR/3.Ticketsusuallyoccurduringtheimplementationoraftertheimplementationoftheproject.
Therecanbenumerousproblemwhichcanoccurintheproductionsupportandapersonwhoisworkinginthesupport
hastoresolvethoseticketsinthelimitedduration,everytickethastheparticulardeadlinealertsoyourresponsibilityis
tofinishitbeforethatdeadline.

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5/16/2017 TicketingprocessinsupportprojectsforSAPABAPConsultantsSAPABAPConsultant|SAPNuts.com

Tobeginwith,weshouldgive"TICKET"toyoufornotknowingit.
Hereisanegofaticketraise:
Enduserisnotableto
1.CreateSalesorderforacustomerfromaNewplant,sinceshippingpointdeterminationisnothappened.(Without
ShippingpointthedocumentbecomesINCOMPLETEandhewillnotbeabletoproceedfurtherlikeDELIVERY,
BILLING).
Heraisesaticketandthepriorityissetinoneofthebelow:
1.Low2.Medium3.High.
Nowyouneedtosolvethisticket.YouwouldanalyzetheproblemandidentifythattheSPconfigurationhastobedone
forthenewplant.
YouwouldrequestatransportforDEVCLIENTtoBASIS.YoudothechangeandRequestonemoreTransportto
BASISforQAclient.TheEnduserwilltestthesamebycreatingasalesorderforthenewplantandapproveit.
Finally,yourequestatransporttomovethechangestoPRODUCTION.Oncethechangeisdeployedinproduction
theTICKETisclosed.WhatIhavegivenisasmallexample.YouwouldgetsomerealissueswithseverityHIGHin
yourdaydaysupport.

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