wt is your role in support project?and how will u get the
request no. who will raise that no.and after resolving the
ticket what is the next procedure?who will transfer that?
please let me know the total scenario of support project?
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Answer Posted / muhammad mustafa
Hi,
Ans to ur 1st question WHAT IS YOUR ROLE IN SUPPORT
PROJECT? Your main role is to resolve ticket/issue/bug
which is raise by ur end user or super user when they have
problem in processing any transaction or business process.
sap consultant should solve within prescribed SLA like
depend upon sevirioty of the ticket, companies and client
set the time limit for ticket resolving at the time of
implementation or start support project.
Ans to ur 2nd question HOW WILL U GET THE REQUEST NO? the
issue no is recognized by its request no that will be
generated by ur third party tool. Most of the company will
use tool from which user can log his/her issue. the tool
could be alliance tool, remedy, ovsd-overview service help
desk etc. thse tools help to both side to know the status
of issue whether it is proposed to solve or not or pending
or waiting for info or work in progress.The moment u
receive or assign ticket urself the work clock start to
count timing to resolve. based on this, the company
generate bill to client for his/her services. these toolls
managemnet to extract report of pending issues and closed
issues based on that they plan employees work. lot can be
analyse from this tool.
But very few company not using tools they just use outlook
express and receive ticket by mail.
Ans to ur 3rd question WHO WILL RAISE THAT NO? Example if u
create new customer/vendor in sap system and wen u will
save the document system automatically generate the
customer/vendor no'. in same way as i told about above
tools wen end user raise ticket/issue by login in tool from
his/her id and type there issue details and saves the
document once he/she save tool generate request id no and
it will send to support team and also this ticket will go
to his/her outlook express too in the form of mail
automatically.
Ans to ur 4th question AFTER RESOLVING THE TICKET WHAT IS
THE NEXT PROCEDURE? & WHO WILL TRANSFER THAT? after
resolving issue he/she will test this solution in
development server and quality server and save screen shot
of results. and move request from development server with
help basis (as raviraj explained first to this question) in
SE09 or SE10. consultant can release request in SE09 or
SE10 and basis consultant will release developemnt to
quality server, once it release to quality server he/she
will do testing whether this issue is giving result as per
client requirement. once he tested successfully he/she will
mainatain testing completion documents and again he will
move request from quality server to production server with
help of basis consultant but in this stage to move request
from quality to production basis consulytant require all
supporting documnets like mails, request no, screen shot
and approval from onsite/offshor co-ordinator only then
this will be moving to production.
once ot done end user check in production server that ke
its working fine then he will login in support tool (as he
logined for raise ticket) and close the issue from his/her
id * password.
Muhammad Mustafa
SD Consultant
Godrej Infotech Ltd, Mumbai
reach2muhammad@gmail.com
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