urgent pls...............

[Former Member]

Hi,

Can anyone please send me the tickets related to business process from inquiry to billing,item category,material determination,item proposal,customer material info record,customer master data,customising the sales docs -- in these areas in a word format to my personal mail id suhas_venkat@yahoo.com.

Please send me the level 3 and level 4 tickets.

[Former Member · Accepted solution]

HI Vepa venkat,

Sent mail.

Reward if it helps

Regards

Srini

[Former Member]

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 venkat,

guess if you ask for few of them and also give us the liberty to share it here helps save our time, than putting them in a word and sending out. amidst project schedules contirbutors might be having. I will try to tell few them,

inquiry to billing - issues was billing document not releasing to accounting. reason, material acccount assignment group used for revenue acc det and was not uploaded by LSMW. It reflected in the monthend causing lot of tension for the client.

item category - generally we dont get issues at the item category level just because it is done with that much care and rigourous testing. Because a flaw in at item category level can just overturn the business. So its taken care at the implementation level. But then there can be issues for a new item category if at all.

material determination - we had a report to show the material determinations for a range of materials. but that was giving erroneous data, because few of the materials we are using have a long number of 35 characters. And all such materials are not getting listed. this we have also written to SAP but yet to find a solution.

CMIR - though really not a level 3 or 4 issue but during sales order entry the client has raised an issue telling a wrong part number ie CMIR was picked. Like if B was to determine for A, it determined C. Because customer in our business heavily rely on the part numbers than the actual material number. We could trakc the changes in the order > environment > track changes.

Customized sales doc - we use several of them like one for eg, a return quotation. Here the client buys back the products from the customer valuating the product and gives a quotation. Its something like buying a old vehicle and selling them as preowned car with added warranty.

Hope it helps. Pl reward if useful.

Thanks

Sadhu Kishore