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Old 04-26-2009, 10:15 AM
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SAP Tickets - What Is That?


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 support.

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Old 04-26-2009, 10:16 AM
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What Is Maintaining SLA - Service Level Agreement


What is maintaining SLA in production support?

SLA is an abbreviation for "Service Level Agreement". It means to have guaranteed reaction or resolving times for incidents (= trouble tickets).


For instance you could have defined the following SLA levels For example:



Gold: Reaction time = 30 minutes, resolving time = 4 hours
Silver: Reaction time = 4 hours, resolving time = 24 hours
SLAs normally are part of a contract between a customer and a service provider.



*Or in details description:*



SLA are Service Level Agreements to resolve the tickets by the market. SLA means Service Level agreement. It is the service agreement between a Company and a service provider. For example an IT Organization providing support of SAP / other software / hardware has a agreement. This can be for example categorized based on criticality of the incident. High priority incident has to be resolved on 10 hours. Medium priority incident has a 3 days time to resolve etc
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Old 04-26-2009, 10:16 AM
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These are defined in project preparation phase and client would have made an agreement with the company for the level of service. The SLA's are applicable in Production as well as maintanence support projects. For example: if your company follows a ticketing process(a ticket is nothing but an environment contains complete description of the problem which contains Short description, problem, customer contact details, sreen shots of the error etxc.,) and for each ticket there will be a severity for example business critical issues or problems may be treated as high or top severitie's. In those case your company or your team has to deliver the solution to the customer in agreed time limit or otherwise you might end up missing SLA's.
SLA's has two important time specifications

1. IPRT --- initial problem response time --- this is nothing but time taken to respond to the problem.
2. PRT --- Problem response time ----- this is nothing but time taken to solve the issue or problem.



Both IPRT and PRT will be different for different severitie's.
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Old 04-26-2009, 10:18 AM
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Ticketing Tool for SAP @ Attachment

For Attachment reach us: info@wikinewforum.com from your Paypal Email ID/Communication email ID with Topic Number.....
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Old 07-03-2009, 09:24 AM
rajeshkumar.saphr rajeshkumar.saphr is offline
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Buddy Can you please give some examples about SAP HR Tickets How it will be what kind of problems generally face by the client? You have sent Ticketing Tool Can you please explaing/show me in broader with screen shots when we get a ticket from client we need to enter in to Ticketing Tool to solve this query am i right
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