ticket

[Former Member]

Hello Everyone,say you have been assigned a ticket, what is the proper way to approch and fix the issue, would you go and check it in quality client?, say the dilivery block is not working, i have no idea wher the block was set, at schedule line, dilivery or order level or credit managment level, but suppose a ticket was assigned to you with you not knowing the business process , saying the block is not working, how would someone very well experienced person would approch and address that issues, step by step would be very helpful.

[Former Member · Accepted solution]

Hi,

You can ask details from user about when he/she is facing problem. Is this problem triggering for particular delivery or this is happening for delivery. if this for particular customer then you can check credit management. Better you ask for a screen shot of log from user if you are not authorized to create or change delivery.

Rgds

San

[Former Member]

Hi Dilip,

After assigning the Ticket, You will come to know, what exactly the issue about. whether it is configuration/customisation or normal day to day issue. The issue which you have given as an example is surely a configuration issue. Better look into the problem in the production server itself because the data in QTY and Production may not be same always. If it is same then you can check in QTY and test the cycle. But knowing the business process is a must, then only you will come to know for what they are looking for a block. If you analyse the problem you will get the hints, for what they do require a block. There is no seperate process or step by step procedure, for analysing a problem. This comes out of experience, how to analyse a problem.

with regards

prasad

[Former Member]

Hi there,

Tickets are raised for production issues. So you will get the issue in PROD server. After the ticket is assigned, you will 1st call up the client & take any clarifications / further information required.

Then you will do a simulation in the TEST server. You will create the order / delivery with the same details as in PROD order. You may not get the same materias / customer master but you will create one which closely resembles the PROD order. Then you check if even in TEST server it has the same issue.

You will then refer the process documents to see under what conditions you will get the delivery block. Then you will again check with the order in TEST server under that conditions. You will also check if the relevant progs / jobs are working fine.

Usually in suport project, resources are segregated as per the functional expertise. So the resources will have revelant function specific documentation. For eg if there is an issue with the pricing, it will go to the relevent resource who is expertise in pricing. He will ahve all the documentation for pricing in that particular project along with all the relevant progs / jobs. If you dont have that documentation, then you will get it from existing people / proj manager. You will refer the documentation & tehn proceed accordingly.

Regards,

Sivanand

[Lakshmipathi]

Dear Dilip

To solve an issue, it is not necessary to know the business process. You should know the standard controls in SD like

- while sale order creation, what are all incompletion logs an end user will face and where to check

- for delivery block (since you have specifically mentioned), you must be aware two delivery blocks can be set in order; one for credit check and another one for any other reason which can be assigned at header level (main screen)

- for credit relates issues, you need to check in OVA8 and FD32

Ofcourse, the basic thing is that whatever issues / tickets you receive, the same should be thoroughly tested in development, make corrections suitably in IMG, if need be, move the request to quality, again test for the same scenario and only if you find okay in all respects, the request should be moved to production.

You will be well versed only if you keep on attending to various of such issues. Nobody will become an expert all of a sudden only through experience you will gain knowledge.

thanks

G. Lakshmipathi

[Former Member]

Hi,

First of all step by step is related to business/client specific depending upon their business process.

Comming to testing, First of all when ever you want to test anything you will use either Development or Quality and create one SO and then test whether Credit check is working fine or not,

And if in quality everything is working fine and conf settings are absolutely fine.Now, its the turn to test the master data settings in Production like customer master data are condition record etc,

If some thing is missing which allows credit check in SO then suggest the user on it or ask him to maintain (there will be a seperate master data team who will take care of all master data settings).