SAP Ticket Resolving

[Former Member]

Hi All,

What is sap production support ticket resolving.

Also what are first, second, third and fourth level tickets. Can anybody explain this with some scenarios in SAP FI. i would appreciate the same.

Thanks

Dev

[ferry_lianto]

Hi,

SAP production Support ticket resolving is used to document and track production problems from initial phone call to resolution. The tool provides an environment for thorough problem description, categorization and tracking, allows for the transfer of problem tickets to other groups, and confirms problem resolution with the end user via an e-mail message sent upon call closure.

SAP has a tool which called SAP Solution Manager.

For further information, please check this link.

http://www.asug.com/client_files/Calendar/Upload/NJ11.16.04.ppt

The types of ticket and its importance could be break down like this (Depend on the SLA - Service Level Agreement).

1. Critical.

2. Urgent.

3. High.

4. Medium

5. Low.

The response times and resolution times again are defined in the SLA based on the clients requirement and the charges.

This is probably from the viewpoint of Criticality of the problem faced by the client as defined by SAP.

<b>First Level Ticketing:</b>

Not severe problem. Routine errors. Mostly handled by Service desk arrangement of the company (if have one).

For examples:

a) Say Credit limit block in working on certain documents?

b) Pricing Condition Record not found even though conditions are maintained?

c) Unable to print a delivery document or Packing list?

PS: In the 4th phase of ASAP Implementation Methodology( i.e Final Preparations for GO-LIVE) SAP has clearly specified that a Service desk needs to be arranged for any sort of Implementation for better handling of Production errors.

Service desk lies with in the client.

<b>Second Level Ticketing:</b>

Some sort of serious problems. Those Could not be solved by Service Desk. Should be referred to the Service Company (or may be company as prescribed in SLA).

For example:

a) Credit Exposure (especially open values) doesn't update perfectly to KNKK Table.

b) Inter company Billing is taking a wrong value of the Bill.

c) Need a new order type to handle reservation process

d) New product has been added to our selling range. Need to include this into SAP. (Material Masters, Division attachements, Stock Handling etc.)

<b>Third Level Ticketing:</b>

Problems could not be solved by both of the above, are referred to Online Service Support (OSS) of SAP Itself. SAP tries to solve the Problem, sometimes by providing the perfect OSS Notes, fits to the error and rarely SAP logs into our Servers (via remote log-on)for post mortem the problem. (The Medical check-up client, connections, Login id and Passwords stuff are to be provided to SAP whenever they need or at the time of opening OSS Message.)

There are lots of OSS Notes on each issue, SAP Top Notes and Notes explaining about the process of raising a OSS Message.

Sometimes SAP Charges to the client / Service company depending on the Agreement made at the time of buying License from SAP.

For examples:

1) Business Transation for the Currency 'EUR' is not possible. Check OSS Note - This comes at the time of making Billing.

2) Transaction MMPI- Periods cannot be opened – See OSS Note.

There are many other examples on the issue.

<b>Fourth Level Ticketing:</b>

Where rarely, problems reach this level.

Hope this will help.

Regards,

Ferry Lianto