SAP Basis Help Desk Tickets

[Former Member]

Hello all,

I am new to SAP Basis community, I just started working as first level SAP Basis jr. Support, my first tasks to create “Help Desk SAP Basis Severity Levels Tickets” in order to do this I will need to identify and ask questions to the users when why call in to report SAP Basis issues,

Severity 1

Severity 2

Severity 3

I would like someone to help me in terms of what kind of questions I need to ask them for those severities?

Thank you .

Ersin

[Reagan · Accepted solution]

Hello

I would like someone to help me in terms of what kind of questions I need to ask them for those severities?

Contact your immediate supervisor or manager and ask for training.

I am sure you work as a team and there is on the job training or training methods followed in the company you work for.

Regards

RB

[Former Member · Accepted solution]

thank you, but do you have any input for me ?

E

[Former Member · Accepted solution]

At minimum you will collect this detials

1. description of the problem

    - tcode/program name involved

    - error message user getting

2. Is workaround available or blocking

     workaround available (S2 or S3)

     blocking (S1 or S2)

3. which the system issue (DEV, QAS, PRD)

4. exact reproduce steps (from login in to entering which tcode, what options to enter, etc to reproduce the issue)

[Former Member · Accepted solution]

thank you very much Srithar..

how do I give point to you

[Reagan · Accepted solution]

The person who contacts you will provide you the information about the issue.

You should analyse whether the information provided is sufficient enough.

If not ask questions and categorize it based on the number or users and the type of the system.

Regards

RB

[Former Member · Accepted solution]

than you RB