Answer / sravanthi

The errors or bugs forwarded by the end user are known as
tickets. Or SAP 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 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 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
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 raised 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 have to mention
to which work group (by name).
4. Once the calls came to the work group. The support
consultant or the team needs 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. (Correction and Transport System)
CTS process. PDF
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 faces 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 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.

Answer / mohammad

Hi Sravanthi
Beautiful explanation

I appreciate ur time & Patience,
Good to see such precised & simple explanation

Regards

SAM

Answer / babu

Hi

can anyone post the tickets regarding the severity level 1

Answer / sravanthi

Its the same (in terms of process), where support
consultant need to provide 24X7 support to the customer to
resolve the issue. Since it is a production down situation
and is critical.

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