Daily activities of a support consultant

Question

Hello Masters,
What would be the daily activities of a support consultant?
I am bound to give points
Thanks and Best wishes,
I-BI

Answer 1

HI
These are the Daily Support processes & related links,
***From SDN
Normally the production support activities include
Scheduling
R/3 Job Monitoring
B/W Job Monitoring
Taking corrective action for failed data loads.
Working on some tickets with small changes in reports or in AWB objects.
The activities in a typical Production Support would be as follows:
1. Data Loading - could be using process chains or manual loads.
2. Resolving urgent user issues - helpline activities
3. Modifying BW reports as per the need of the user.
4. Creating aggregates in Prod system
5. Regression testing when version/patch upgrade is done.
6. Creating adhoc hierarchies.
Also refer these posts:
Re: In production Support , how i can acquire the knowledge
Re: How to resolve tickets  its urgent
Re: production support issues
production support
we can perform the daily activitiesin Production
1. monitoring Dataload failures thru RSMO
2. Monitoring Process Chains Daily/weekly/monthly
3. Perform Change run Hirerachy
4. Check Aggr's Rollup
To add to the above
1) check data targets are ready for reporting,
2) No failed or cancelled jobs in sm37 monitors and Bw Monitor.
3) All requests are loaded for day, monthly and yearly also.
4) Also to note down time taken for loading of critical infocubes which are used for reporting
5) Is there any break in any schedules from your process chains.
It's totally a client specific tool.
The common features here can be
A ticket Id,
Priority,
Consultant ID/Name,
User ID/Name,
Date of Post,
Resolving Time etc.
There ideally is also a knowledge repository to search for a similar problem and solutions given if it had occurred earlier.
You can also have training manuals (with screen shots) for simple transactions like viewing a query, saving a workbook etc so that such queried can be addressed by using them.
When the problem is logged on to you as a consultant, you need to analyse the problem, check if you have a similar problem occurred earlier and use ready solutions, find out the exact server on which this has occured etc.
You have to solve the problem (assuming you will have access to the dev system) and post the solution and ask the user to test after the preliminary testing from your side.
Get it transported to production once tested and posts it as closed i.e. the ticket has to be closed.
---If there is a dataload failure, what steps/checks do i need to follow. Etc.
it means thats depends upon the failure we need to monitor and take corrective action ..
generally we do in load failures...
ST22 for any shortdumps
sm21 for log entries and
TRF entries
sm12 for any locks
we need to analyze from these t-codes.
Changing query/object
-change ticket from open to working.
-get additional details if any required.
-create transport request in dev.
-make the change and save in transport.
-check that transport goes through OK.
-do testing in QA system.
-after testing is OK,get change transported to prod.
-update ticket and resolve it.
-usually helpdesk closes ticket after confirmation with user who raised ticket.
data load failure
-regularly check rsmo(monitor) for data load failures.
-if load fails,get details from details tab of monitor.
-usual errors are:master data missing,special characters in data,datasource not replicated,delta load issues etc.
-get root cause of error,and fix data load manually.
-check that manually updated data is GREEN and available for reporting in data target.
-update ticket and resolve it.