Hi,
In support, changes or config is depends on SYSTEM LANDSCAPE of the client.
In DEV system, we have three clients, client 100, 300, 400. 100 is for config or changes for Functional and 400 is for ABAPrs.
We do changes in DEV 100 and transpport it to 300 thru SCC1, and test it on 300. Once testing is done on DEV300, will move it to QAR thru SE10, users test it and BASIS will move the same to PRD.
Find below in detail will help you.
CITRIX is the server through which we are connecting to the client’s environment, and the tool using is REMEDY. Where we can see all the tickets. If you log into REMEDY you can see the ticket numbers and their priority. Like
1. Critical
2. High
3. Medium
4. Low.
Then there are different statuses available in remedy. i.e.
1. Assigned
2. Accepted
3. Work in progress
4. Waiting for info
5. Proposed closed
6. Closed
Based on the progress of the ticket you have to assign this status to the ticket. Say for example initially when the ticket comes the status will be ASSIGNED. Once you ACCEPT the ticket and start work on it, then you will change the ticket status from Assigned to Accepted. So when you are doing some investigation on the ticket then you will change the status to Work In Progress. If you need any information from the user, then you put the status as Waiting for Info. Once you proposed the solution to the user, and waiting for his approval, then change the status as Proposed closed, and finally when you solve the issue change the status as Closed and close the ticket.
The process in enhancements, your role of Functional Consulant.
First you receive DESIGN SPEC, based on which you will write FUNCTIONAL SPEC, if any technical changes required, you send this functional spec to ABAPer, then ABAPer will write TECHNICAL SPEC, and CODE REVIEW. Once you implemented the change successfully, you will test this and prepare a document called TEST SCRIPT, and then your user will test this change, that we call it as USER ACCEPTANCE TEST (UAT) OR USER VLUATION TEST (UVT). Once everything is OK, we will move it to production and then write another document called RELEASE NOTES, is nothing but consolidation of all the above documents. Configuration you do in Development server, then you will transport to Testing server, there you and your user will test. Once it is OK, then you will move to Production server. Then you will put all these documents in a folder and this folder you attach to the ticket. So that this ticket will have all the documentation, like what was there previously and what you have done.
How to Transport from one client to another client?
Say that, whenever you do any change in Development server, there is a Customizing request number gets generated. Then you need to go to transaction SE10 (Transport organizer), then give that customizing request number and there will be an icon look like a Truck, click on this button, then this request will get released. Then BASIS people will transport this released requests from Development to Testing. When you go to SE10, there you can see two requests, one is Task and the other one is Change Request. First you need to release the Task and change request OK, and then once the change is in Testing server, then do the testing. Now if you want to move this from testing to Production, you say that you will fill and xl sheet, in which you maintain the details of the ticket and this xl sheet and the mail from the user (saying that UAT is OK and accepted) you have to attach in the mail and send it to the onsite co coordinator. Then he will approve this to move to Production. Then BASIS people will move this change to Production. And Transportation from Development to Testing is automatic; means no need to send any mail to your onsite manager. The moment you release the request, for every four hours BASIS will run a batch and they will transport all the pending requests in every four hours.
OVSD: - Open View Service Desk. It is a tool like Remedy or Synergy. Which tool to be used is depending on the project?
Do award points if it helps.
Vamsi P
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