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Ticketing Tool 1

Ticketing tools vary between clients and SAP Solution Manager is commonly used. Tickets address errors or bugs reported by users and are prioritized as high, medium, or low severity with time limits for fixing. Support consultants must understand client implementations to analyze issues, find solutions, and inform users when changes go to production. The process involves logging tickets, assigning work groups, providing initial responses, fixing and testing errors, and transporting approved changes. For example, a ticket might be raised about inability to create sales orders from a new plant due to missing shipping point configuration, which the consultant would address by configuring the plant in development and transporting the change through test and production environments.

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swetha devarakonda
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126 views

Ticketing Tool 1

Ticketing tools vary between clients and SAP Solution Manager is commonly used. Tickets address errors or bugs reported by users and are prioritized as high, medium, or low severity with time limits for fixing. Support consultants must understand client implementations to analyze issues, find solutions, and inform users when changes go to production. The process involves logging tickets, assigning work groups, providing initial responses, fixing and testing errors, and transporting approved changes. For example, a ticket might be raised about inability to create sales orders from a new plant due to missing shipping point configuration, which the consultant would address by configuring the plant in development and transporting the change through test and production environments.

Uploaded by

swetha devarakonda
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Ticketing tool vary from client to client.

SAP also
provides SAP Solution Manager, which is also used
as Ticketing Tool.

General concept of 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 severities
High, Medium and Low. Each and every severity has
got its time limits before that we have to fix the error
based on the SLA(Service Level Agreement).
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 arise
are 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 the
implementation of the project.  There can be
numerous problems 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 example of a ticket raised:
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.

To get a company wide tools list of ticket handling


tools is difficult, cause only a person working in that
company would know. also to share that information
here is not advisable as it goes against company
tools. the most widely and commonly used is
Outlook. Here in we can assign a task/ticket,
generally the lead does the same. if you work on
outlook for a little while with task you would get
familiarize with the same.
You should resolve trouble tickets reported on the
application functionality. Work on trouble tickets on
both the technology used to develop system
interfaces as well as application functionality. Work
with end users to obtain additional information to
help resolve tickets. Document the resolution in
trouble ticket systems. Document resolutions to
develop a knowledge base for other team members.
Conduct knowledge transfer sessions for production
support team members if necessary. Participate in
design sessions to identify and understand
enhancements being developed for the system.

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