can anybody tell me what is the twicket tracking tool

[Former Member]

hai

sap gurus can u please expalin twicket tracking tool? what is this and how can we get the twickets in this tool? who will assign the twickets.if any one using the tools please explian in details step by step.

once we receive the twicket how can we close the twicket. please expalin in details?

thanks

regards

anwar

[Former Member]

thanks a lot

[Former Member]

There are several tools for managing Tickets. One of the tool of SAP is SAP Solution Manager.

Tickets:

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 organisation 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 theimplementation 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.

Regards,

Rajesh Banka

[Former Member]

HI Anwar,

There are different type of ticket tracking tool like remedy, peregine etc.Basically user raise the ticket for error he/she got in application then queue manager look in to the queue those person having less no. of ticket, queue manager assign it to them.

There are differenet type of severity in ticket like severity 1, 2, 3,4 & every severity has got time boundation in which consultant should resolved to meet SLA (service level agreement).

Regards

San

[Former Member]

Hi Anwar,

Adding to what our friends had said...

Every company has its own way of handling the tickets..

For ex Company A will have Radix to handle the tickets and some other companies have Clarify to handle the tickets and another will have Remedy, it all depends upon what software they had purchased.

Comming to next point..

In the tool the following details will be available

1) Severity of the ticket ( High , medium , low )

2)Application ( SD , MM, ABAP)

3)Description of the issue

4) Contact persons etc

There will be many number of things according to the business perspective.

And basically this tools are used to leverage the business process in terms of issues and the sla that the client has with the IT solutions provider.

Hope this will help you atleast to some extent.

Regards,

Vvieks

[Former Member]

Hi there,

This has been addresses many time. Pls search the forum before posting the thread.

Its ticket tracking tool. For eg Remedy, Radix, Clarify etc.

It looks similar to your outlook mail box. But instead of mails you will have tickets (issues) in it.

Usually every business has a help desk at which they raise the tickets. Help desk will inturn route the tickets as per the priority (L1, L2, L3 etc). Or in some cases, tickets directly come to the tema manager & he will inturn assign the tickets to the resources.

In which ever the case, you need a logon ID & password to login into the tool. Once yoou login, then you will come up with the tickets along with the details.

All tickets will have some basic status OPEN, ASSIGNED, ANALYSING, RESOLVED & CLOSED.

When the ticket is not asigne to anyone, it will be in OPEN status.

When you take up the ticket, you will change it to ASSIGNED status giving your login details & contact info. Then you will contact the client (mail or phone) & get further clarifications on the ticket. You will tell him a tentative time when you can solve the issue.

When you start working on the ticket you will change it to ANALYSISNG status. Ticket solving may require just table maintainence, config change or ABAP development. Basing on the complexity, you will change the priority of the ticket & inform the client & team manager. If ABAP development is required, tehn you will raise a func specs detailing what needs to be done & what progs are to be changed / modified. When the ABAP development is done or configs made, you will do the initial testing to see if it works. Then you will change the status to RESOLVED.

You will tehn ask the business users to test the changes. If they are satisfied, then you will change the status to CLOSED. The ticket will then remain closed.

Whatever maybe the tool you use, the basic steps & process is the same.

Pls note that the developments or configs are done in DEV server, then transported into TEST for the business users to test. When the results are ok then you will move it into PROD & close the ticket.

Regards,

Sivanand

[Former Member]

Hi Anwar,

let me first help to correct the word Twicket, its Ticket. Whenever the business / enduser faces a difficulty in during his work on the SAP system he looks for help and asks the core / IT people to help by raising a Ticket in the tool used for managing such incidents.

After successful resolution the Ticket is closed.

Eg: now you needed help about this issue and what you just raised can be interpreted as a ticket and there are others who are trying to solve the issue. Once you(or the business user) feels satisfied with the answer / resolution a ticket is closed.

Please do search and you will get more information on this.

Regards

sadhu kishore

[Former Member]

Hi

Pls make a through search in sdn , there are no of pots on this issue with valuable inputs.

There are many tools depending on client to client Remedy, RADIX, Clarify