topic Re: support in Application Development and Automation Discussions

support

Former Member — Fri, 26 Jan 2007 07:29:27 GMT

what is ticket in support project, what r the tools used

Re: support

Former Member — Fri, 26 Jan 2007 07:34:52 GMT

Ticket is like a request for changes or request for development. A ticket is raised if there is a need for bug fixing or for new developments.

Each company use different tools to raise a ticket. Generally its a custom tool developoed within the company.

Cheers

Re: support

Former Member — Fri, 26 Jan 2007 07:36:30 GMT

<b>REMEDY</b> is the tool used for support projects

Ticket is the request for the changes or enhancements made by the client to offshore/onsite.

Most of them will be SHORT DUMPS and Performance Issues related ones

For SHOT DUMPS Study Error Analysis and go to the line where it is going for dump and analyze

For Performance related issues RUN ST05(SQL TRACE) where it displays the time where it is taking a long time and modify.

Check

http://www.sap-img.com/basis/problems-with-multi-clients-in-one-sap-production-instance.htm

http://www.thespot4sap.com/Articles/SAPImplementationRisks_11.asp

http://www.hyperformix.com/default.asp?Page=507

http://www.lxe.com/releases/06-20-00_lxe_lucentsap_casestudy.pdf

http://www.sappro.com/downloads/technical_guides/abapTestingTOC.pdf

Regards,

Santosh

Re: support

Former Member — Fri, 26 Jan 2007 07:36:48 GMT

Hi,

Ticket means: If an enduser who uses the tool experiences any error, he will raise a ticket.

Based on the severity of the ticket, it will be assigned to the particular person who is on-call for that module. The functional contact of that module will try to resolve it if it is possible for him to resolve and does not require any technical assistance.

If technical needs to be involved, then it will be moved to the technical team's queue for further investigation and development.

Regards

Subramanian

Re: support

rahulkavuri — Fri, 26 Jan 2007 07:39:19 GMT

Ticket is term used when somebody raises an issue with an object

Tools used generally vary from company to company, you can say more precisely from client to client

if we a ticket is raised there is a workflow created where the ultimate developer who needs to do the corrections has some higher leads above him

If the issue is not resolved within the specific time period or the dead line gets near the higher authorities in workflow are informed automatically