Answer / noor.idea

FIRST WHEN THE CUSTOMER (OR) END USER GETS ANY ISSUE (OR)
ERROR IN HIS SYSTEM, HE WILL APPROACH TO THE SUPER USER'S
IF THE SUPER USER IS NOT ABLE TO RESOLVE THE ISSUE, THEN
THE TICKET IS RAISED TO THE HELP DEST THROUGH A TICKETING
TOOL.
THIS TICKET WILL BE IN A QUE, AFTER THAT, THE TICKET IS
ASSIGNED TO THE PERTICUALR CONSULTANT BY THE TEAM LEAD. NOW
THE ACTUAL TICKETING PROCESS STARTS:
(THIS PROCESS IS JUST LIKE OUR GMAIL OR YAHOO MAIL PROCESS)
FIRST THE STATUS WILL BE OPEN (CLICK TO OPEN), THEN THE
POSITION WILL BE OPEN, THEN START WE WILL ON IT (IF ANY
CONFORMATION REQUIRED FORM OTHER TEEM OR FROM CUSTOMER
SIDE, WE WILL KEEP IT IN PENDING)(AFTER CONFORMATION AGAIN
IT SHOULD SET TO OPEN POSITION), NOW AFTER RESOLVING THE
ISSUE,THE POSITON GOES TO WAITING FOR CUSTOMER ACCEPTENCE,
AFTER CUSTOMER ACCEPTENCE CLOSE THE TICKET.

Answer / manoj patro

Ticket has different priority level like, HIGH,MEDIUM and
LOW as mark as set by the end user. A support tool has been
set up at clients system like ex-ovsd,mercury etc.

1. when client sends through mail or by phone(Screen shots)
it is on despatch mode.
2. When we took the ticket i.e on progress mode.
3.Pending-from user availibility
4.Resolved-Close


EXAMPLE


Billing Document not released to accounting / Accounts
determination:
To resolve the error, you can analyze account determination
in the billing document. Process:
Goto T.Code: VF02 & Enter Invoice number
Next (On the top most strip) goto Environment
Next (Select Environment) go to Account determination
Next (In Account Determination) select Revenue Account
Determination (first option)

This will list all the condition types in the Billing
document & analyze each condition & check for which G/L
accounts is not determined.

Possible errors:
1. VKOA not maintained for required combination
Solution: Maintain the combination in VKOA.

2. Account Assignment of Customer / material not maintained
in Customer / Material Master (If maintained in combination
in VKOA).
Solution:
Option 1 (Standard solution):
step 1: Cancel Billing Document --> Reverse PGI --> cancel
Delivery --> Cancel Sales Order
step 2: Maintain Customer master / Material Master correctly.
step 3: Recreate sales Order --> Delivery --> PGI --> Invoicing.
Option 2:
Force the Account Assignment Group of Customer / Material
through Debug in change mode of Billing document, which will
release Billing Document to Accounting.

3. Account Key not maintained in Pricing Procedure:
Impact: This may create accounting document, but if
condition type, which are to be posted to account, but do
not have account key maintained in pricing procedure, it
will not be post the relevant condition type to G/L account.

4. Billing Document not being released to accounting --
In Material Master, there is some link between Profit Centre
& MRP Type. If one of it is not maintained, erratically few
documents get stuck while releasing Billing Document to
accounting. Few of course get posted.
Solution1: Cancel Billing Document --> Reverse PGI -->
Cancel Delivery --> Block the sales Order & Create new sales
Cycle all over again after rectifying Material master.
Solution 2: (Temporary Solution) In Debug mode in Billing,
force the Profit Center in Billing Document with the help of
Abaper. But ensure Material master is rectified.

From FI Side, you require to check that all the G/L account
has been maintained through T.Code: FS00. G/L account being
Master data has to be created in each client to upload
through LSMW / SCATT / BDC.

In Billing Document in change mode (in the first screen
where we enter Billing Document number), on the top most
left hand corner, take a dropdown on Billing Document &
select Release to accounting. Here you can get the under
mentioned possible message:
1. G/L account not found
2. Cost Element not maintained for G/L account.

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