hello abapers?

[Former Member]

hi can any one send some real time scenarios hw the support project goes?please

[Former Member]

Hi,

In case of support projects we look into issues mainly related to data loading. The data loading process may be carried out through the Process chains or the Infopackage Groups.The support which we can give can be both monitoring and Error handling when ever the Process chains fail or the Infopackage group fails.

monitoring the scheduled jobs using third party tool (mostly tivoli). conducting regression testing, accepting the remedy tickets,working on the tickets, scheduling the process chains for diffrent purposes of the client(most of the time).

In Production Suport Generally most of the project they will work on monitoring area(Ex Process chains and data loads) for their loads(R3/ NON SAP to Data Taggets (BW)) and depending up the project to project it varies because some of them using the PC's and Some of them using Event Chains. So its Depends up on the Project to project varies.

In Support Project , we will use to check the loads by using RSMO for Monitoring the loads and we will rectify the errors in that by using step by step analysis.

and wee need to monitor the loads in Procss chains Daily/Weekly/Monthly...

if any of the laod failures we need to track why the laod has failured

RSAMO--> Details Tab

St22-- Short Dump

SM21-- log entries and RFC entries

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<b>what r the points we need to discuss with the clints in support prj..

what r the responsibilities in support prj</b>

Some of the typical questions would include:

1. How is the data loaded - Do they use process chains?

2. How often is the data loaded?

3. Are the loads full upload or delta enabled.

4. For which areas of SAP are the loads done. Do they use Business Conetent or Generic Extractors.

5. How do they do "data validation" after each load.

6. What are the source systems from which data is loaded.

7. what are the kind of reports that are used - Bex or Web.

8. What are the typical(most common) errors faced while doing the dataload.

9. Any plans for upgrade?

10. What is the Backup Recovery and Archive Strategy

11. What is the system landscape (how many environments, how many source system, how everything is connected to...)and the used transport strategy

12. Co-existence with 3rd party Scheduling Tools...

13. aggregates to maintain ?

14. how many users to assist..

15. are roles and user management in scope ?

16. how are managed space issues (procedure, warning and so on...)

17. how are monitored performance (technical content...)

The activities in a typical Production Support would be as follows:

1. Data Loading - could be using process chains or manual loads.

2. Resolving urgent user issues - helpline activities

3. Modifying BW reports as per the need of the user.

4. Creating aggregates in Prod system

5. Regression testing when version/patch upgrade is done.

6. Creating adhoc hierarchies.

etc....

Also refer these posts:

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Regards

Vasu

[Former Member]

hi kumar please go through the document n if it is really help ful reward with points

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.