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TICKETING ISSUES

Former Member
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113

Hi everybody!

I want to know more about TICKETING.. How do the end users raise the tickets? What softwares they use to raise such tickets? How does the SAP team handle the ticket? What process does they use to solve such tickets? How is level of "Severity" determined?

Can anyone help me with these issues?

Thanking You

Kundan

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Answers (2)

Answers (2)

Former Member
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Thank You very much Rajesh

Kundan

Former Member
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pls send me the real isssues to me

mdamjad8@gmail.com

Former Member
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Tickets:

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.

There are several tools to raise Tickets & it may differ from client to client. Solution Manager is a tool, which also supports handling Ticketing, which is supported extensively by SAP.

Regards,

Rajesh Banka

Former Member
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Hi Rajech Banka,

Can you please send the real issues with solutions to me? Thanks.

sharadakaza@gmail.com