SAP Tickets - What Is That?

Handling tickets is called Issue Tracking system. The errors or bugs forwarded by the end
user to the support team are prioritized under three severities High, Medium and Low. Each and
every severity as got its time limits before that we have to fix the error.

The main job of the supporting consultant is to provide assistance online to the customer or
the organization 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
analyze, to actuate and to give the right solution in right time. This is the job of the support
consultant.

The open issues or the tickets (problems) which are raised 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 open tickets handling 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, Medium,
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 administrator)

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 SAP 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
the implementation 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 open tickets 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 e.g. 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.

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Tickets and Authorization in SAP Business Warehouse

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Tickets and Authorization in SAP Business Warehouse

What is tickets? and example?

The typical tickets in a production Support work could be:

1. Loading any of the missing master data attributes/texts.
2. Create ADHOC hierarchies.
3. Validating the data in Cubes/ODS.
4. If any of the loads runs into errors then resolve it.
5. Add/remove fields in any of the master data/ODS/Cube.
6. Data source Enhancement.
7. Create ADHOC reports.

1. Loading any of the missing master data attributes/texts - This would be done by scheduling
the infopackages for the attributes/texts mentioned by the client.
2. Create ADHOC hierarchies. - Create hierarchies in RSA1 for the info-object.
3. Validating the data in Cubes/ODS. - By using the Validation reports or by comparing BW
data with R/3.
4. If any of the loads runs into errors then resolve it. - Analyze the error and take suitable
action.
5. Add/remove fields in any of the master data/ODS/Cube. - Depends upon the requirement
6. Data source Enhancement.
7. Create ADHOC reports. - Create some new reports based on the requirement of client.

Tickets are the tracking tool by which the user will track the work which we do. It can be a
change requests or data loads or what ever. They will of types critical or moderate. Critical can
be (Need to solve in 1 day or half a day) depends on the client. After solving the ticket will be
closed by informing the client that the issue is solved. Tickets are raised at the time of support
project these may be any issues, problems.....etc. If the support person faces any issues then he
will ask/request to operator to raise a ticket. Operator will raise a ticket and assign it to the
respective person. Critical means it is most complicated issues ....depends how you measure
this...hope it helps. The concept of TicketVARIES from contract to contract in between
companies. Generally Ticket raised by the client can be considered based on the priority. Like
High Priority, Low priority and so on. If a ticket is of high priority it has to be resolved ASAP.
If the ticket is of low priority it must be considered only after attending to high priority tickets.

Checklists for a support project of BPS - To start the checklist:

1) InfoCubes / ODS / datatargets

2) planning areas
3) planning levels
4) planning packages
5) planning functions
6) planning layouts
7) global planning sequences
8) profiles
9) list of reports
10) process chains
11) enhancements in update routines
12) any ABAP programs to be run and their logic
13) major bps dev issues
14) major bps production support issues and resolution

What are the tools to download tickets from client? Are there any standard tools
or it depends upon company or client...?

Yes there are some tools for that. We use Hpopenview. Depends on client what they use. You
are right. There are so many tools available and as you said some clients will develop their own
tools using JAVA, ASP and other software. Some clients use just Lotus Notes. Generally
'Vantive' is used for tracking user requests and tickets.

It has a vantive ticket ID, field for description of problem, severity for the business, priority for
the user, group assigned etc.

Different technical groups will have different group ID's.

User talks to Level 1 helpdesk and they raise ticket.

If they can solve issue for the issue, fine...else helpdesk assigns ticket to the Level 2 technical
group.

Ticket status keeps changing from open, working, resolved, on hold, back from hold, closed etc.
The way we handle the ticketsVARY depending on the client. Some companies use SAP CS to
handle the tickets; we have been using Vantive to handle the tickets. The ticket is handled with a
change request, when you get the ticket you will have the priority level with which it is to be
handled. It comes with a ticket id and all. It's totally a client specific tool. The common features
here can be
- A ticket Id,
- Priority,
- Consultant ID/Name,
- User ID/Name,
- Date of Post,
- Resolving Time etc.

There ideally is also a knowledge repository to search for a similar problem and solutions given
if it had occurred earlier. You can also have training manuals (with screen shots) for simple
transactions like viewing a query, saving a workbook etc so that such queried can be addressed
by using them.

When the problem is logged on to you as a consultant, you need to analyze the problem, check if
you have a similar problem occurred earlier and use ready solutions, find out the exact server on
which this has occurred etc.

You have to solve the problem (assuming you will have access to the dev system) and post the
solution and ask the user to test after the preliminary testing from your side. Get it transported to
production once tested and posts it as closed i.e. the ticket has to be closed.

What is User Authorizations in SAP BW?

Authorizations are very important, for example you don't want the important financial report to
all the users. so, you can have authorization in Object level if you want to keep the authorization
for specific in object for this you have to check the Object as an authorization relevant in RSD1
and RSSM tcodes. Similarly you set up the authorization for certain users by giving that users
certain auth. in PFCG tcode. Similarly you create a role and include the tcodes, BEx reports etc
into the role and assign this role to the userid.

Tips by : Ramkumar K
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All the site contents are Copyright www.erpgreat.com and the content authors. All rights reserved.
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with SAP AG.
Every effort is made to ensure the content integrity. Information used on this site is at your own risk.
The content on this site may not be reproduced or redistributed without the express written permission of
www.erpgreat.com or the content authors.