Support Process

[Former Member]

Hi Sap Guru's,

Can any one send me some documentation on what is support process and how exactly it works and what is the need of support process in a project.

Can any one send the whole documentation on Support process for Clear understanding.

My mail-id : <b><REMOVED BY MODERATOR></b>

Thanks in advance

[Former Member]

<b>HI

Pls make a small search in sdn for various Tickets, Tools and Solutions.</b>

<b>Support:</b>

1. Handle regular tickets

2. Need to develop new output types with the help of ABAPer

3. issues related to pricing / taxes etc

4. Do some config changes based on need ex: create new sales group/sales office/new doc type/ new condition type etc

5. Need to add some routines/requirements based on need

6. to add some anything new you have make a Functional specs.

<b>

Support Tools</b>

Many support tools vary from company to company like Solution Manager,WRAP and BLT etc

Message was edited by:

SHESAGIRI.G

[Former Member]

hi,

Generally in support The ticket will be raised by the end user through Global help desk. That is end user mails/ calls the helpdesk and will inform the problem.. Help desk people will create the ticket and put it into the ticketing tool and assign it to the appropriate bucket. Afer that the team lead or the Module lead will assign the ticket to the team members. Then the team member will open the ticket and analyse the ticket. If the issue is analysed and you find that should need some configuration changes you need to update the same in the ticketing tool. Based on the companies documentation process we need to do all the documentation inclding the screen shots of the config changes.

Generally it depends that in which landscape we need to check. Take an example that if end user has the issue like He has raised the SO but it is not properly updating in the LIS where as other SO are updating properly. Here in this scenario the user is talking about some particular Sales Order. So you need to start analyzing the issue by going to that sales order. So if we need to see that sales order means we need to go for production system,.

If we need to go for config changes, we need to do the config changes in client 'y' of the development system ( take a scenario that i have the land scape of development server with two clients like x, y and quality with client x and production with X) and transport it to the client X and do the testing. If every thing is Ok then transport it to the Qualitty server and test it. Here these testing documents in quality has to send to the enduser for his approval (UAT - User Acceptance Test). After getting the approval from the end user you can transport it to the production.

After that you need to close the Ticket in the ticketing tool.

Salient Features In Support Project:

Providing support to the post implementation project

Resolving all user related issues

Creating reports using ABAP Queries as per the customer requirements

Creation of new sales offices in SAP system

Set up new sales areas

Creation of New Sales Order types, Delivery types and Billing Types for new Plant

Basic support on Sales activities related to sales order processing delivery and billing

Updating the number ranges during the year end

Providing training as per the users manual

Support Responsibilities:

Resolved SD related Tickets that are received from users.

Handled tickets within the agreed service level agreement.

User training - SD Module.

Reports have been created with Info-structures and ABAP queries as per requirements.

Made necessary configuration changes and tested whenever needed.

Developing systems to meet Customers Requirements.

Inter-department co-ordination for SAP related activities.

Updating & Monitoring of Master data in SAP.

Migrated data into SAP whenever needed from legacy system.

CHAN