TICKET ISSUE

[Former Member]

Hi

experts

i want to know about Ticket. If anybody know about it then plz share some information with me

[ashok_kumar24]

Hi Pratik,

Good ... check the following documentation

<b>SAP Tickets</b>

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.

Good Luck and thanks

AK

[Former Member]

Hi A K

Thanks for giving me the clear idea of Tickets.

I would like to ask you some question that is there any specific software or tool for Ticket ? Who distribute the tickets? What is the meaning of Ticket Size?

You told me thatThe customer or the end user logs a call through by mail (RADIX). Does it mean that A ticket can raised by the end user through mail. Can we handled the Ticket Through Solution Manager?. And one more thing if you can then please send me some screen shots about the whole cycle --Ticket raised to Tickets solve.

Thanks AK

[Former Member]

There are various kind of tickets which exists in SAP. It depends in which context you are talking about.

<b>SAP Support Ticket:</b>

In a SAP support project you get a ticket which you need to acknoledge and then start working on that. Once the changes are done, you need to update the ticket and close it or send it back to the pool. The timelines will be meausered as per the SLA defined.

<b>SAP Development Ticket:</b>

In a SAP development/upgrade/implementation project you will get the functional requirement sometimes in the form of a ticket. You need to accept the ticket and then devlop/enhance the application/object requested as per the ticket and then send it back to the fucntional user to Acceptance testing.

Please reward the helpful entries.

Regards,

Raman

[Former Member]

Hi Raman Thanks for helping me

Please let me know about SLA

and how do i receive a ticket and send it back to the relavent person?

[Former Member]

<b>SLA - Service Level Agreement</b>

It defines the timelines within which you need to solve the ticket. e.g lets take an example of a very high ticket:

1. 5 min - Acknowledgement of the ticket, which means that we accepted the ticket and somebody is working on that.

2. 30-60 min - solving the ticket. that's the time you should take to completly solve the ticket.

Now, if you cross these limits defined in the SLA, then you may need to give the penalty which is again defined in the SLA, except for an exceptional cases which are again defined in the SLA.

<b>Ticket monitoring tool:</b>

There should be a tool like solution manager or some other internal SAP tool which should be used to monitor and handle the tickets. With the help of this tool, you can update whatever changes you did w.r.t to a specific ticket and assign it back to the functional user.

Please reward the helpful entries.

Regards,

Raman