topic Re: Tickets in Application Development and Automation Discussions

Tickets

Former Member — Wed, 03 Oct 2007 05:53:06 GMT

Hi All,

Actually what is a ticket and how to resolve it.

Re: Tickets

Former Member — Wed, 03 Oct 2007 05:57:07 GMT

Hi,

Tickets are basically messages which come to you as an issue to solve it,

Check your CSS system ..

Regards,

Pranshu

Re: Tickets

Former Member — Wed, 03 Oct 2007 06:00:56 GMT

Aftere development of objects, it will go to the test system

there they will test throughly and create a tickects, these tickets contains the error log description and the priority of complexity.

there will be High,low, medium priority .

these tickets have to be resolved by the developer and to be close base on complexity

Reward if usefull

Regards

Raghav T

Re: Tickets

Former Member — Wed, 03 Oct 2007 06:32:10 GMT

SAP Tickets - What Is That?

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.

What is SAP Production Support - Ticket Resolving

1. How the tickets in production support are resolved?

2. Give some examples with solutions?

What are the types of ticket and its importance?

This depends on the SLA. It can be like:

1. Critical.

2. Urgent.

3. High.

4. Medium

5. Low.

The response times and resolution times again are defined in the SLA based on the clients requirement and the charges.

This is probably from the viewpoint of Criticality of the problem faced by the client as defined by SAP.

1) First Level Ticketing:

Not severe problem. Routine errors. Mostly handled by Service desk arrangement of the company (if have one).

Eg: a) Say Credit limit block in working on certain documents?

b) Pricing Condition Record not found even though conditions are maintained?

c) Unable to print a delivery document or Packing list?

PS: In the 4th phase of ASAP Implementation Methodology( i.e Final Preparations for GO-LIVE) SAP has clearly specified that a Service desk needs to be arranged for any sort of Implementation for better handling of Production errors.

Service desk lies with in the client.

2) Second Level Ticketing:

Some sort of serious problems. Those Could not be solved by Service Desk. Should be referred to the Service Company (or may be company as prescribed in SLA).

Eg: a) Credit Exposure (especially open values) doesn't update perfectly to KNKK Table.

b) Inter company Billing is taking a wrong value of the Bill.

c) Need a new order type to handle reservation process

d) New product has been added to our selling range. Need to include this into SAP. (Material Masters, Division attachements, Stock Handling etc.)

3) Third Level Ticketing:

Problems could not be solved by both of the above, are referred to Online Service Support (OSS) of SAP Itself. SAP tries to solve the Problem, sometimes by providing the perfect OSS Notes, fits to the error and rarely SAP logs into our Servers (via remote log-on)for post mortem the problem. (The Medical check-up client, connections, Login id and Passwords stuff are to be provided to SAP whenever they need or at the time of opening OSS Message.)

There are lots of OSS Notes on each issue, SAP Top Notes and Notes explaining about the process of raising a OSS Message.

Sometimes SAP Charges to the client / Service company depending on the Agreement made at the time of buying License from SAP.

Eg: 1) Business Transation for the Currency 'EUR' is not possible. Check OSS Note - This comes at the time of making Billing.

2) Transaction MMPI- Periods cannot be opened – See OSS Note.

There are many other examples on the issue.

4) Fourth Level Ticketing:

Where rarely, problems reach this level.

Those problem needs may be re-engineering of the business process due to change in the Business strategy. Upgradation to new Version. More or less this leads to extinction of the SAP Implementation.

Reward if usefull

Re: Tickets

former_member755692 — Tue, 30 Nov 2021 18:42:56 GMT

I will speak in broad terms.

Yes today in industry, having support/implementation tickets is a crude reality.

Every ticket has SLA and priority like

1- High mission critical

2- High priority

3-Medium priority

4-Low priority

But as a matter of fact, its a bitter reality.

For a business none of tickets in real world is medium or low priority, but all are equated to (1,2) and sap leads are in front of business meetings giving promises and commitments to even things that are yet to start,

After sap s4 hana transformation, developers have to make their foundation rigid on new concepts. We have different ways to work on a similar problem like cds views, amdp procedures and use many implicit powers of hana box. This is impossible to use if you are working in a place where a client has a deadline to every petty issue or in short ticket systems. If a report was given prior to hana in 3 day time and today it is being given after 7 days ,my client has a right to question me. I cant say "no" and i have no other option to stick to my old way of working. This is what is happening throughout so from where will learning come from ?Additionally why your client will suffer to make you learn things ?

Today when a college graduate pass out and think to make sap abap as his career. Does it look practical ?To make a fiori app he should know abap, javascript,xml,jquery,json,odata services (much advanced abap concepts),webservices, oops concept and sorry nodeJS i just skipped .Plus a new person who is not even familiar of old abap conventions syntaxes, how you expect him to learn new abap 740 ?.Also if he does not learn old abap convention, how will he look present codes ?.Beside after doing this hardwork, what he gets in India ? Just 6 lakh rupees (INR) - 12 lakh rupees(INR) which is often workable package by school teachers.

But what a college passed out person knows ? C++ ,JAVA. Do you see the miles he has to travel to deliver first assignment ?Do companies have that much time ?.Isn't hana development really impractical or restricted to niche groups ?.Can you give new freshers passed out tickets to solve ?.Why should companies keep them then ? .

Practically in environments where ticket systems exist, they are major cause of resentment, anguish and high attrition among developer community today. Why so many attritions now ?.Because all landed to a situation where timely deliveries was a challenge because of work from home. Frankly in an IT setup in team, major chunk of knowledge is with 20% people so what will rest 80% do ?.They will try to make themselves more comfort from stress and pressures which means switching workplaces. You can validate 90% of people who think to change at this time are those people who are poor in skills but management need work from them because now they are in direct vision. Earlier they had options to please their managers with their interactive skills through physical presence.

You join IT mainly to learn and implement. You do not work with a thought to deliver as a labourer on critical timelines like so called tickets. Sap is a difficult and colossal complex system and equating its tasks in 3-5 days tickets is simply making a mockery of it. It was not so prior to hana as system was more simple, meaningful, rationale in all aspects. Offcourse hana is an improvement but sap should not make it compulsory to implement .Only those customers should put who feel that their business is on large scale and would need its hidden powers. If you put hana db alone, no increase in performance then why anybody will put hana ?

You have full right to solve the easiest problem through a wider but the best approach but today in sap its time taking. Example i might be using a left outer join at initial concensus. Later on i might feel that an exposed hana cds view has better performance because this has data on demand.

Now i will not arrive at this decision in a first step and probably a new abaper will have to learn first what is join itself ??

Do you think what sap has given in so called impractical hana box is really possible to make best use in any environment. Typical answer "No".

Its like having a highly powered android smartphone but using it for whatsapp.

Re: Tickets

Sandra_Rossi — Tue, 30 Nov 2021 21:11:18 GMT

adiforsap24 I'm not sure anybody will read this. It's a 2007 question. You may create a blog post if you want to reach a broader audience.