tickets

[Former Member]

explain what is "tickets"and give me some examples of tickets.

[Former Member]

Dear Mr. Reddy,

I will suggest you to visit http://sap-img.com/sap-sd.htm. It will give you the overview of SAP SD module.

Moreover there is a separate section of FAQs with answers which will help you in great deal.

Do let me know in case of any queries.

Hope this helps you.

Do award points if you found them useful.

Regards,

Rakesh

[Former Member]

Reddy, you are asking alot of basic quesitons which you can find the answers to in standard SAP documentation, readily available.

There was a "Deva Reddy" who was asking a lot of the same basic questions a few months ago, is this you, did you just change you name ?

[Former Member]

Real Time Issue:

<b>Billing Document not released to accounting / Accounts determination</b>:

To resolve the error, you can analyze account determination in the billing document. Process:

Goto T.Code: VF02 & Enter Invoice number

Next (On the top most strip) goto Environment

Next (Select Environment) go to Account determination

Next (In Account Determination) select Revenue Account Determination (first option)

This will list all the condition types in the Billing document & analyze each condition & check for which G/L accounts is not determined.

Possible errors:

1. VKOA not maintained for required combination

Solution: Maintain the combination in VKOA.

2. Account Assignment of Customer / material not maintained in Customer / Material Master (If maintained in combination in VKOA).

Solution:

Option 1 (Standard solution):

step 1: Cancel Billing Document --> Reverse PGI --> cancel Delivery --> Cancel Sales Order

step 2: Maintain Customer master / Material Master correctly.

step 3: Recreate sales Order --> Delivery --> PGI --> Invoicing.

Option 2:

Force the Account Assignment Group of Customer / Material through Debug in change mode of Billing document, which will release Billing Document to Accounting.

3. Account Key not maintained in Pricing Procedure:

Impact: This may create accounting document, but if condition type, which are to be posted to account, but do not have account key maintained in pricing procedure, it will not be post the relevant condition type to G/L account.

4. Billing Document not being released to accounting --

In Material Master, there is some link between Profit Centre & MRP Type. If one of it is not maintained, erratically few documents get stuck while releasing Billing Document to accounting. Few of course get posted.

Solution1: Cancel Billing Document --> Reverse PGI --> Cancel Delivery --> Block the sales Order & Create new sales Cycle all over again after rectifying Material master.

Solution 2: (Temporary Solution) In Debug mode in Billing, force the Profit Center in Billing Document with the help of Abaper. But ensure Material master is rectified.

From FI Side, you require to check that all the G/L account has been maintained through T.Code: FS00. G/L account being Master data has to be created in each client to upload through LSMW / SCATT / BDC.

In Billing Document in change mode (in the first screen where we enter Billing Document number), on the top most left hand corner, take a dropdown on Billing Document & select Release to accounting. Here you can get the under mentioned possible message:

1. G/L account not found

2. Cost Element not maintained for G/L account.

In both the above cases, FI consultant requires to take corrective action.

<b>Pricing</b>:

This is very specific & differs from client to client & may also differ based on scenario.

Write-up on Pricing -

In SD, Pricing Procedure is determined based on Sales Area (Sales Organization + Distribution Centre + Division) + Customer Pricing Procedure + Document Pricing Procedure. Sales Area is determined in Sales Order Header Level. Customer Pricing Procedure is determined from Customer Master. Document Pricing Procedure is determined from Sales Document Type / Billing Type (if configured). Once the pricing procedure is determined, Condition records are fetched. If appropriate condition records are found, the price is determined. If Mandatory pricing condition is missing, system will through an error message.

In SD, the steps to configure Pricing procedure are as under:

Step 1:

Condition table: If existing condition table meets the requirement, we need not create a new condition table. Considering the requirement for new condition table, the configuration will be done in spro as follows: IMG --> Sales & Distribution --> Basic Function --> Pricing Control --> Condition Table (select the required fields combination, which will store condition record).

Step 2:

Access Sequence: If existing access sequence meets the requirement, we need not create a new access sequence. Considering the requirement for new sequence, the configuration will be done in spro as follows: IMG --> Sales & Distribution --> Basic Function --> Pricing Control --> Access Sequence (Access sequence is made up of Accesses (Tables) & the order of priority in which it is to be accessed. Here we assign the condition table to access sequence.

Step 3:

Condition Type: If existing condition type meets the requirement, we need not create a new condition type. Considering the requirement for new condition type, the configuration will be done in spro as follows: IMG --> Sales & Distribution --> Basic Function --> Pricing Control --> Condition Type. It is always recommended to copy an existing similar condition type & make the necessary changes. Here we assign Access sequence to Condition type.

Step 4:

a. Pricing Procedure: It is recommended to copy a similar pricing procedure & make the necessary changes in new pricing procedure. Pricing Procedure is a set of condition type & arranged in the sequence in which it has to perform the calculation. Considering the requirement for new Pricing Procedure, the configuration will be done in spro as follows: IMG --> Sales & Distribution --> Basic Function --> Pricing Control --> Pricing Procedure --> Maintain Pricing Procedure.

b. Pricing Procedure: After maintaining the pricing procedure the next step will be determination of pricing procedure. Configuration for determining pricing procedure in SPRO is as follows: IMG --> Sales & Distribution --> Basic Function --> Pricing Control --> Pricing Procedure --> Determine Pricing Procedure.

5. Condition record: Condition record is a master data, which is required to be maintained by Core team / person responsible from the client. During new implementation, the condition records can be uploaded using tools like SCAT, LSMW, etc.

It is assumed that document pricing procedure, customer pricing procedure , ... are in place.

<b>Sales Document not assigned to Sales Area</b>:

SPRO --> Sales & Distribution --> Sales --> Sales Documents --> Sales Document Header --> Assign Sales Area To Sales Document Types --> Assign sales order types permitted for sales areas (do ensure to maintain combined Sales organization, combined Distribution channel & combined division. for eg: Sales org 1000 & sales org 1000, Sales org 2000 & sales org 2000, & so on ....

similarly for distribution channel & Division, so that the Sales area combination is available for assignment to Sales Document Type.)

<b>Issues related to Customer Master data</b>:

1. what is the impact of leaving customer pricing procedure & customer statistic group blank in customer master --> sales area data --> sales tab:

If Customer Pricing Procedure is left blank, Pricing will not be determined.

If customer statistic group is left blank, then data will not flow to standard reports.

2. Who maintains reconciliation account in customer master?

Ideally, reconciliation account is maintained by FI person, but if SD person is authorized & has the knowledge of which reconciliation account to be maintained, then even SD person can maintain the same.

3. Terms of payment appear in Company Code Data & sales Area Data. What is the impact of each? why is it not populated automatically, once it is maintained at either field?

Terms of payment from company code data is for reporting purpose & it is from sales area data that it flows to sales order.

It is a standard feature of SAP that it is not populated automatically if maintained at either of the field, but it is a must in sales area data & can be skipped in company code data.

4. Unable to select Sales Area for Customer Master Creation?

Most Probably either sales area is not defined or customization not done for common Sales Org & Common Distribution Channel. To maintain this configuration: SPRO --> Sales & Distribution --> Master Data --> Define Common Distribution Channels / Define Common Divisions

<b>Other queries</b>:

Where is the control for Automatic PGI?

For this you can set batch jobs. T-code SM36, 37 38 or you can use the userexit CSO_P_DLVRT_GOODS_ISSUE_CREATE - auto PGI

The above are few examples.

/message/3690162#3690162 [original link is broken]

Regards,

Rajesh Banka

Reward points if helpful

[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