Tickets will be raised by Client people, Normally In suport, we direct contact with client people, so cliet will use a tool to post or store or track the issues, so there they will follow some numbers, some clients will follow the Test Directors some follow Cadre somw follow Trackers, when you add a issue or add a proble, one ticket will be raised, if that tool is automated, then they will enter one group(lets say thecnical group), then the group of people will get that ticket, so some one in that group take the owner ship of that ticket and do that ticlet, normally tickets will be Normal, High, Critical priorities, based on the problem no of hours will be generated automatically.
rols and responsibility is, some clients may want 24/7 support and some wants their timings, so when the tickets will generate, we need to do that work, and sometimes we may need to see the Sm37 jobs, if that failes we need to inform to the consern person regarding the failure jobs.
During the support, mainly we will get to add some more functionality and add extra code to the existed ones, mainly we will get User exits
Check out this to know more ..
Hope this will give you some knowledge
Regards
Sudheer
Bluesky
