Handling tickets is called Issue Tracking system. The errors or
bugs forwarded by the end user to the support team are prioritized under three
seviority High, Medium and Low. Each and every seviority 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 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 arised 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
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.
CTS - Change and transport system,
It is the transport cycle through which the change request
created is send/transported to to prd client.
Normally, the lanscape will be Dev->Qas->Prd. Created in
Dev, transported & tested in Qas and then transported to Prd.
check link below
IR - Initial Response
Depending on priority of the issue, consultant have to respond
in a particular time span.
Normally if its
Very High(Top), IR is 10 mins
High - 1 hr
Medium - 2 to 4 hrs
Low - above 4 hrs.
This has
been addresses many time. Pls search the forum before posting the thread.
Its ticket
tracking tool. For eg Remedy, Radix, Clarify etc.
It looks
similar to your outlook mail box. But instead of mails you will have tickets
(issues) in it.
Usually
every business has a help desk at which they raise the tickets. Help desk will
inturn route the tickets as per the priority (L1, L2, L3 etc). Or in some
cases, tickets directly come to the tema manager & he will inturn assign
the tickets to the resources.
In which
ever the case, you need a logon ID & password to login into the tool. Once
yoou login, then you will come up with the tickets along with the details.
All tickets
will have some basic status OPEN, ASSIGNED, ANALYSING, RESOLVED & CLOSED.
When the
ticket is not asigne to anyone, it will be in OPEN status.
When you
take up the ticket, you will change it to ASSIGNED status giving your login
details & contact info. Then you will contact the client (mail or phone)
& get further clarifications on the ticket. You will tell him a tentative
time when you can solve the issue.
When you
start working on the ticket you will change it to ANALYSISNG status. Ticket
solving may require just table maintainence, config change or ABAP development.
Basing on the complexity, you will change the priority of the ticket &
inform the client & team manager. If ABAP development is required, tehn you
will raise a func specs detailing what needs to be done & what progs are to
be changed / modified. When the ABAP development is done or configs made, you
will do the initial testing to see if it works. Then you will change the status
to RESOLVED.
You will
tehn ask the business users to test the changes. If they are satisfied, then
you will change the status to CLOSED. The ticket will then remain closed.
Whatever
maybe the tool you use, the basic steps & process is the same.
Pls note
that the developments or configs are done in DEV server, then transported into
TEST for the business users to test. When the results are ok then you will move
it into PROD & close the ticket.
Every company has its own way of handling the tickets..
For ex Company A will have Radix to handle the tickets and some
other companies have Clarify to handle the tickets and another will have
Remedy, it all depends upon what software they had purchased.
Comming to next point..
In the tool the following details will be available
1) Severity of the ticket ( High , medium , low )
2)Application ( SD , MM, ABAP)
3)Description of the issue
4) Contact persons etc
There will be many number of things according to the business
perspective.
And basically this tools are used to leverage the business
process in terms of issues and the sla that the client has with the IT solutions
provider.
Hope this will help you atleast to some extent.
here are several tools for managing Tickets. One of the tool of
SAP is SAP Solution Manager.
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
seviority High, Medium and Low. Each and every seviority 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 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 arised 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
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 theimplementation 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 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 eg 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 suppo
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