Solved?

End User contacts

SOCAR Power User with
query
End
Try to solve
Priority 1 (major
SAP incident)
Solved?
Communicate to
End User
Alert / P1 Process
End
Log Incident
within JIRA
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2
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Yes
No
No
No
No
Yes
Yes
Receive
Incident from
Level 1 team
3rd Party
Incident
Process
Update incident
with all information
available
Analyze the Incident
Assign Incident to
SOCAR Power User
(Level 1)
User calls in case
of P1
Change the
incident status to
Ready for Review
in Production
Vendor Related
More Information
Required
Confirm if the priority
is correct or if it can
be changed
Configuration / code
change is required? Problem
Management
Process
Is it a Bug Fix
Was it a P1/P2
already in the past
Raise request for
priority change
Is the Incident
set to the
correct
priority
Incident assignee
sets Start progress
L2 team assigns
Incident to
resource
Update the Incident
with Analysis
Yes
Yes
Set Incident to
Escalate to Third-
Party
Change Mgmt
Process
(Enhancements)
Change
Process
(TR)
Power User tests
the solution
provided (check)
End
Solution
Confirmed
Power User sets
Confirm review in
Production
Power User sets
Incident to
Reopen
Yes
No
Incident Management - Level 2/3
Yes
No
No
Yes
P1 Process
Is the Incident
with in scope
Assigning the
incident to
Level1Team
Yes
No
Correct
Procedure
informed and
accepted by
user.
Direct change in
production /
changes done
and inform to
user
User Training
issue
Yes
No
No
Status NEW Status IN PROGRESS
Status Waiting for Triage
Status Ready for Review in
Production
Status Closed
Status Reopened
* Change Request will be opened by AMS Team and linked to Incident; Incident will be
set to Ready for Review in Production so that it could be closed
Update TR in Incident,
assign to Basis Team
and set Request
transport into
Acceptance
Basis Team checks TR
Basis Team imports TR into
Assurance, assigns
Incident back and set
Approve Transport
Assignee updates
Incident and set
Complete transport
and release for testing
(Unit Test if required)
TR ok? Yes
Basis Team updates
Incident with reason,
assigns Incident back
and set Reject
transport
No
SOCAR Power User
tests fix on Assurance
System
Fix ok?
Incident set to
Reopen
No
Incident set to Start
progress
Develop Fix Start
Power User sets
Confirm test in
Acceptance
Yes
Assignee assigns
Incident to SOCAR
Approver and set
Request transport into
Production
Approver updates TR
Approval (Emergency/
Normal), assigns Incident
to Basis Team and sets
Approve transport
Basis Team imports/
schedule TR into
Production, assigns
Incident back and set
Complete transport
release for review
SOCAR Power User
tests fix on Production
System
Fix ok?
No
Incident set to
Confirm review in
Production
End
Status Transport into
Acceptance Required
Status Transport approved
for Acceptance
Status Reopened
Status In Progress
Status Ready for Testing in
Acceptance
Status Reopened
Status Test Confirmed in
Acceptance
Status Transport Approval
for Production needed
TR ok? Yes
Approver updates TR
Approval (Rejected),
assigns Incident to
Assignee and sets
Reject transport
No
Status Transport
Approved for
Production
Status Ready for
Review in Production
Status Closed