Different tickets obtained during bw support project

hi i am subbu , i need some to give me different tickets which are handled during support project and some soft copies if possible
Please search the forums before posting

Hi,
Can you please tell your requirement in details, why you required it.
Cheers,
Pankaj

Similar Messages

I WANT TICKETS WHICH COME DURING SUPPORT PROJECT IN SD

HI
I WANT TICKETS WHICH COME DURING SUPPORT PROJECT FOR SD
AND ALSO I WANT THE PPT.TRAINING GUIDE FOR SD , IF ANYBODY HAVING
REGARDS
PRADEEP

Hi,
Problem Area: SAP Support
Problem Description: Unable to print Proforma Invoice 2000000000 as well as unable to cancel Proforma Invoice 2000000001.
Problem Area: SAP Tran Blocked
Problem Description: VA05 - When you pull a report the Net Value column is showing the
total of the entire order for every line item listed. It should be
showing the total for that line item.
Thanks,
Anitha

What r the types of tickets in supporting project

what r the types of tickets in supporting project?
different types of tickets?

Hi
Make small search before posting the query there are tons of posts on the same issue
Generally in support The ticket will be raised by the end user through Global help desk. er. So if we need to see that sales order means we need to go for production system,.
If we need to go for config changes, we need to do the config changes in client 'y' of the development system ( take a scenario that i have the land scape of development server with two clients like x, y and quality with client x and production with X) and transport it to the client X and do the testing. If every thing is Ok then transport it to the Qualitty server and test it. Here these testing documents in quality has to send to the enduser for his approval (UAT - User Acceptance Test). After getting the approval from the end user you can transport it to the production.
After that you need to close the Ticket in the ticketing tool.
Tickets
Re: support - tickets - with TCs- 4 real time tickets on urgent basis
Re: REAL TIME TICKETS
Message was edited by:
SHESAGIRI.G

What are the different tools(software) we used in support projects and avi

hi,
What are the different tools(software) we used in support projects(sap) and aviailable in market??/
Thanks,
bajee

Hey Bajee,
I believe you are talking about Ticketing tool used for AMS ( Application Management Support )....
There are several tools available for this by several vendors....
They are Magic Service desk, HP open view, BMC remedy, Peregrine help desk, SAP Solution Manager can also be used as support desk tool...
I hope that what you asked for and if its not then please clarify your questions !!
Inspire ppl by rewarding !!
Regards,
Anand

Help regd. MM support projects with Realtime tickets

Hello Gurus,
Plz help me in knowing how a MM support projects work and plz provide me the list of MM tickets we get in real time.
This would be of gr8 help.
will reward you with maximum points
thanks
AJ

Hello Manu,
In the support project, the client is already run their business on SAP so you can think of some kind of the scenarios i.e. create new SLoc, create new material group, create new pur group, create new condition type. For this kind of requirement, client will create the ticket and the service partner (consulting firm) will provide the business solution or application solution. This is simple scenario. Now, all the thread is created by someone who were haveing problem with SAP system or wants to know the additional information and as a SDN contributor we are providing them support. so in our case, all thread will be treated as tickets and successful answers for that query are solution for those tickets.
Personally, I have not seen any documentation for tickets. But checkout in the first thread of this forum which explains about tickets and the process for tickets.
Hope this helps.
Regards
Arif Mansuri

What are the common errors we get in supporting project

can any body reply what are the common errors we get in supporting project
for abapers tickets will get or not.
what type of tickets generally get regarding reports.

SAP Tickets are nothing but problems or issues raised by the end
customer in a company where end users are running SAP project.
Once the SAP project is implemented, support phase begins. Support
team is responsible for solving the tickets/issues in day-to-day
business.
For any support project, customer will set up Help Desk. If any
problem occurs customer will call Help Desk and register the
issue/Ticket.
Different companies use different software products to manage SAP
Tickets. Remember this software is not provided by SAP. It is third
party software. There are many software products in the market like
Manage Now et c. You can call these software products as tools.
All tools will provide the common attributes which are listed below-
1) Every user will be provided with user name and password to enter
into the tool
2) We can see the tickets assigned for a particular user name.
3) You can list all open tickets by giving the Date Range
4) You can list all closed tickets by giving the Date Range
5) You can list out all the open tickets assigned for an User
6) You can list out all the closed tickets assigned for an User
7) You can see the description of the Ticket, by entering the Ticket
Number. You can see who had raised the Ticket, what is the problem.
What is the severity of the Ticket?
There are lot many other attributes like you can transfer the Ticket
to another user etc.
What is the severity of the problem Ticket?
When a Ticket is raised, it will be given severity. There are
following severities. It may vary from company to company.
Severity 1
Severity 2
Severity 3
Severity 4
The severity will be decided based on the business critical impacts.
If there is large impact on the business it
will be given 1 severity, if it is having least impact then it will be given 4.
Severity 1 problem tickets should be solved in 8 hours.
Severity 2 problem ticket should be solved in 16 hours.
Severity 3 problem ticket should be solved in 15 working days.
Severity 4 problem ticket should be solved in 30 working days.
Again the no of days may vary from one company to another.
All these things will be decided when giving the contract to the IT
company. The agreement is called as "SLA".
SLA stands for Service Level Agreement.
What happens if a particular ticket is not solved by the IT company
according to the SLA/Contract?
The Customer imposes fine on IT company as per the contract/SLA.
Errors in Extraction
1) RFC connection lost.
2) Invalid characters while loading.
3) ALEREMOTE user is locked.
4) Lower case letters not allowed.
5) While loading the data i am getting messeage that 'Record
the field mentioned in the errror message is not mapped to any
infoboject in the transfer rule.
6) object locked.
7) "Non-updated Idocs found in Source System".
8) While loading master data, one of the datapackage has a red light
error message:
Master data/text of characteristic ZCUSTSAL already deleted
1)extraction job aborted in r3
2) request couldnt be activated because theres another request in the
psa with a smaller sid
3) repeat of last delta not possible
4) datasource not replicated
5) datasource/transfer structure not active
Issues faced during the implementation :
1. Slippage of milestones
2. Incorrect or wrong design
3. Reporting format problems
4. Data not matching or reconciling problems
5. Issues discovered during testing leading to redesign
6. Performance issues
7. Requirements misinterpretation
9)check the data same in source system and target system ( i mean
suppose u are extarcting from r/3 after loading check ur data r/3 and
bw same or not.
10)that is abap code, i didnt understand ur question properly.
11)
12) generic extarction, if ur businees contect satisfy ur requirement
u go for generic, suppose u need data from different tables go generic
with view with 1:1 relation 1:M relation for function module.
13)v3 update back groud job is in lo
14)its superior info object, u can find this in master data tab .
15)
16)tuning we will go for improve query performance (compression,
aggregates, partation, index, rollup, precalculated web tneplates.)
17) rsa7(check with some one)
18)bw statics for find data base time and olap time and frontend
time(based on u can improve query performance create like aggra comp ,
indices etc..)
19) direct chain only one chain , meta chain if u have more than one chains
load errors u can solve manually, other than load errors u can wait
right click and repeat.
20)
21) u cn cteate other cube and traansfer, but data space waste.(bec
structures will be deffi)
22) u mean data source enhancement.or not(let me know)
23)rsap0001( for customer exit variables) 001 for transaction data 001
attributes, 003 text 004 hierchies.
24)web application design , its like same bex, but report will execute
in browser.
25)
26) arrangement of process are called process type and we can use
varient and start process for back ground jobs.
Don't forget to asign points
regards
ravish

In support project which type of requests can be send by users.

Hi All,
Give me some examples of user requests and solutions.
Thank You.

Hi,
User Requests/Tickets are raised to address an issue (eg. data load erros/ data reconcilation / data missing issues /incorrect data in reports) or to perform some enhancement or to execute some thing that is not part of scheduled activity (for eg an adhoc load as requested by business).
Tickets can be created thru differnet methods like calling the support teams/using tools like Remedy or sending mails to support with all details and requesting for a ticket etc.
Based on the issue they will priortized like High priority, Medium priority and Low priority or Like Cat or Category 1 to Category 5 where Cat 1 indicates maximum severity and Cat 5 the lowest severity.
For each Cat/Priority there is a different SLA (Service Level Agreements) maximum alloted time to resolve the issue.This depends on each project agreement.
Cat 1 generally means high severity likt system down/no connectivity and has SLA as 3 hrs or so.
Cat 2 also means serious issues but with some less severity and has SLA as 5-7 hrs or so.
Cat 3 typically mean data load error and SLA may be 12-24 hrs or so.
Cat 4 may be data reconcillation / data missing issues /incorrect data in reports and SLA may be 2 weeks or so.
Cat 5 is enhancements and have the luxury of more time available like 3 weeks to one month or more.
This is generally a business decision.
System generated tickets are generally those in Cat 1,2 and 3.
(eg. data load erros/ data reconcilation / data missing issues /incorrect data in reports)
Invalid data.
Duplicate records.
Lock issues.
No Sid value found.
Caller 70 missing.
Idoc/tRFC error.
Error at source system etc.
Customer gerated tickets are generally those in Cat 4 & 5.
(enhancement/adhoc activities etc)
Optimizing Process chain
Reloading of R/3 data from different clusters Reconciliation issues
Changing an existing report/Creating New report.
Adding a char or KF to cube.
Performace issues.
Enhancements as per Business requirement.
This a means of not just resolving issues but also enable business to track the activities performed on the system and also for billing purposes.
Caller 9 error
It may be a Time stamp issue with DS.
Try this.
Replicate the data source in BW.
Run the program RS_TRANSTRU_ACTIVATE_ALL for the source system.
User Requests/Tickets/Change requests
Production support
https://forums.sdn.sap.com/click.jspa?searchID=10063267&messageID=3785914
http://www.sap-img.com/business/daily-tasks-in-support-role-and-infopackage-failures.htm
http://www.orbis-europe.com/downloads/BW%20Spex%20Data-load%20monitor.pdf
http://www.orbis-europe.com/downloads/BW%20Spex%20Data-load%20monitor%20detail.pdf
Hope this helps.
Thanks,
JituK
Try Searching in SDN for this Topic and you will find much detailed info as this is discussed very frequently.

Pleassss i want to know bi 7 supporting project point or production issue

Hi expert,
i am pradeep .a job seeker could pleassss help me. i want to know bi 7 supporting project point or production issue and in bi 7 what are role in production project .shore to assign point my id is [email protected]
thanks&regards
pradeep.k

Hi,
It may vary in different projects.
I can just give you a couple of general roles in Support project
Data Load Monitoring:
1.Carried out data load on a daily, weekly and monthly basis using Process chains from both SAP Source systems as well as Non-SAP Source systems such as Informatica.
2.Resolving Data load error such as Invalid characters, Time period conversion, Currency conversion, Duplicate records, etc
3.Ensuring the availability of the updated data in the datatarget on time.
4.Spooling out data through Infospoke from SAP BW to systems like Trillium, Ariba (Reporting Tool)
Ticket Resolution:
1.Process chain modification: Working on Optimizing Process chain by creating new process chain considering the load dependencies.
2.Reloading of R/3 data from different clusters Reconciliation issues
3.Enhancements as per Business requirement.
Additional responsibilities:
Preparing design documents from the Business Requirement docs and identified the relevant data targets for satisfying the customer requirements.
Creation of Operational manual: BW Run & Maintain Support.
Process Chain Detail Documentation (Sequencing & Dependency within Local Chains).
Monitoring checklist Document (From Process Chain Perspective)
BW Doc checklist preparation
Table space activity with basis team.
Data load analysis taking into account the CPU utilization.
Applying Support packs and performing ORT.
Refer
Roles & Responsibilities for Junior & Senior consultants(Technical)
https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/08f1b622-0c01-0010-618c-cb41e12c72be
Production and Implementation
/message/4755150#4755150 [original link is broken]?
hope this helps,
Thanks,

Knowledge about the support project

Dear All,
When we are taking up the support project, could any one help me what are the knowledge i should have about the client before take the project?
Thanks in advance
With Regards,
S.Balachander

Dear S.Balachander,
It depends on various factors:
1. Your role in the project.
2. Has any of other resources of your company currently working or the project is new to your company.
3. What are all the modules/Technologies that you would be supporting. etc...
Get knowledge transfer from existing resources, if there are any.
Go through their Business Process.
Get familiar with the tool that they are using for handling Tickets.
Go through Service Level Agreement. (Time frames for different type of tickets)
Legacy system's if they are using any.
Custom programs/layouts/interfaces/tables etc.
Regards,
Naveen.

Support project process

hi friends
whAT is the process of support project?

Hi
Make small search before posting the query there are tons of posts on the same issue
Salient Features In Support Project:
Providing support to the post implementation project
Resolving all user related issues
Creating reports using ABAP Queries as per the customer requirements
Creation of new sales offices in SAP system
Set up new sales areas
Creation of New Sales Order types, Delivery types and Billing Types for new Plant
Basic support on Sales activities related to sales order processing delivery and billing
Updating the number ranges during the year end
Providing training as per the users manual
Support Responsibilities:
Resolved SD related Tickets that are received from users.
Handled tickets within the agreed service level agreement.
User training - SD Module.
Reports have been created with Info-structures and ABAP queries as per requirements.
Made necessary configuration changes and tested whenever needed.
Developing systems to meet Customers Requirements.
Inter-department co-ordination for SAP related activities.
Updating & Monitoring of Master data in SAP.
Migrated data into SAP whenever needed from legacy system
To add more
1. Handle regular tickets
2. Need to develop new output types with the help of ABAPer
3. issues related to pricing / taxes etc
4. Do some config changes based on need ex: create new sales group/sales office/new doc type/ new condition type etc
5. Need to add some routines/requirements based on need
6. to add some anything new you have make a Functional specs
Support Process
Support bussiness process in sd?
support business processin sd

Support project (more details)

Hi Guys,
I am fresher in BW, I have client round in support project
What type off question they will ask, I need more details about tickets,
How many types off ticket? Anybody Immediately I need answer me
Regards
Ravi

Hi Ravi,
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 activities in Production
1. Monitoring Data load failures thru RSMO
2. Monitoring Process Chains Daily/weekly/monthly
3. Perform Change run Hierarchy
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 info cubes which are used for reporting.
5) Is there any break in any schedules from your process chains.
Siggi's weblogs for data load error and how to restart process chain
/people/siegfried.szameitat/blog/2005/07/28/data-load-errors--basic-checks
/people/siegfried.szameitat/blog/2006/02/26/restarting-processchains
As the frequent failures and errors , there is no fixed reason for the load to be fail , if you want it for the interview perspective I would answer it in this way.
a) Loads can be failed due to the invalid characters
b) Can be because of the deadlock in the system
c) Can be because of previous load failure , if the load is dependant on other loads
d) Can be because of erroneous records
e) Can be because of RFC connections
These are some of the reasons for the load failures.
1. Why there is frequent load failures during extractions? and how to analyse them?
If these failures are related to Data, there might be data inconsistency in source system. Though we are handling properly in transfer rules. We can monitor these issues in T-code -> RSMO and PSA (failed records) and update.
If we are talking about whole extraction process, there might be issues of work process scheduling and IDoc transfer to target system from source system. These issues can be re-initiated by canceling that specific data load and ( usually by changing Request color from Yellow - > Red in RSMO). and restart the extraction.
What is the daily task we do in production support.How many times we will extract the data at what times.
It depends... Data load timings are in the range of 30 mins to 8 hrs. This time is depends in number of records and kind of transfer rules you have provided. If transfer rules have some kind of round about transfer rules and updates rules has calculations for customized key figures... long times are expected..
Usually You need to work on RSMO and see what records are failing.. and update from PSA.
What are some of the frequent failures and errors?
As the frequent failures and errors , there is no fixed reason for the load to be fail , if you want it for the interview perspective I would answer it in this way.
a) Loads can be failed due to the invalid characters
b) Can be because of the deadlock in the system
c) Can be because of previous load failure , if the load is dependant on other loads
d) Can be because of erroneous records
e) Can be because of RFC connections
These are some of the reasons for the load failures.
for Rfc connections:
We use SM59 for creating RFC destinations.
Refer the help on creating source system:
http://help.sap.com/saphelp_nw2004s/helpdata/en/ac/4a4e38493e4774e10000009b38f889/frameset.htm
http://help.sap.com/bestpractices/crossindustry/businessintelligence/v131/BBLibrary/documentation/B84_BB_ConfigGuide_EN_DE.doc
Data Validation:
In BW any extraction we have to do Data Validation ..i.e.. data comparision between BW side and Source System side (Ex..R/3). Normally we do it in Unit Testing.
Pls do check the link below
https://www.sdn.sap.com/irj/servlet/prt/portal/prtroot/docs/library/uuid/8c92d590-0201-0010-5aa0-ee7a993f295c
https://www.sdn.sap.com/irj/servlet/prt/portal/prtroot/docs/library/uuid/968dab90-0201-0010-c093-9d2a326969f1
upgrade
Check the INSTGUIDES from market place related to 04S upgrade:
https://websmp106.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000659945&_SCENARIO=01100035870000000202&
Also:
https://www.sdn.sap.com/irj/servlet/prt/portal/prtroot/docs/library/uuid/2e8e5288-0b01-0010-2ea8-bcd4df5084a7
Release notes for 04s:
http://help.sap.com/saphelp_nw2004s/helpdata/en/57/a21f407b402402e10000000a1550b0/frameset.htm
take a look in:
www.service.sap.com/bi --> Product Information Previous Releases --> Media Library --> HOW TO... Guides --> Guide List SAP BW3.5 - Part of NW 04 --> Business Intelligence --> How to SAP BW 3.5 upgrade prep & postupgrade checklist.
Here you will find all necessary steps for an Upgrade.
Source system
http://help.sap.com/saphelp_nw04/helpdata/en/7a/27bcf087c7464db8b95eaa717b6e6a/content.htm
Dead Locks
Refer the lniks:
Re: cube lock when multi-request insert at same time
Re: Dataloading Shortdump
****Assign Points if Helpful****
Regards,
Ravikanth

Need Information on Support Project

Hi,
I am new to Production and support project
whta r the points we need to discuss with the clints in support prj..
what r the responsibilities in support prj
Any one of u send me the docs for the Production and support project
Thanks in Advance,
P.C.V.

Hi,
Refer todays thread.. as dinesh ans
Some of the typical questions would include:
1. How is the data loaded - Do they use process chains?
2. How often is the data loaded?
3. Are the loads full upload or delta enabled.
4. For which areas of SAP are the loads done. Do they use Business Conetent or Generic Extractors.
5. How do they do "data validation" after each load.
6. What are the source systems from which data is loaded.
7. what are the kind of reports that are used - Bex or Web.
8. What are the typical(most common) errors faced while doing the dataload.
9. Any plans for upgrade?
10. What is the Backup Recovery and Archive Strategy
11. What is the system landscape (how many environments, how many source system, how everything is connected to...)and the used transport strategy
12. Co-existence with 3rd party Scheduling Tools...
13. aggregates to maintain ?
14. how many users to assist..
15. are roles and user management in scope ?
16. how are managed space issues (procedure, warning and so on...)
17. how are monitored performance (technical content...)
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.
etc....
Also refer these posts:
Re: In production Support , how i can acquire the knowledge
Re: How to resolve tickets its urgent
and post ur id

Work Flow of a Support Project

Hi Gurus,
Could Anyone mail the work flow of solving tickets by introducing new configuration in a support project and its authorizations to [email protected]
Regards,
Sarosh

Any AE project requires some planning. The more elements that are involved, the greater the level of planning. I just recently completed a project that involved 3D modeling, client supplied video to be used as a texture, and AE for final composite. We didn't draw any storyboards, but we did look at a bunch of similar animations and make a fist full of notes. If I were to attempt a James Bond style open I'd be sketching out storyboards, looking at every James Bond open that I could find, looking at every similar movie or TV show open that I could find, and brainstorming with colleagues, and working out a production timeline and budget. There's nothing worse than shooting some footage without a plan then trying to bend it into an concept that just doesn't fit.
I suspect you wanted a to do list. Well here it is.
1. Write a script for your open including all the elements that must be there
2. Turn the script into a storyboard
3. Block out the required shots so that they will work with your concept (IOW shoot your greenscreen footage with the same lens angle of view that you're going to use for the 3D camera in AE so that the perspectives match)
4. Do some tests in AE using at least shape layers for the elements
5. Make sure that you have all the tools you need (IOW plug-ins, cameras, lights, skills, music, sound effects)
6. Shoot what you've put on the storyboard
7. Shoot some extra footage
8. Start laying out the elements
9. Render out some motion tests
10. Refine, Refine, Refine
11. Wait a day or two
12. Final polish and render
Hope this helps.

SAP BW support project-Effort estimation template

Hi,
I have to prepare effort estimation template for the sap bw support project.
I have prepared the list of activities which covers the different phases
of the knowledge transition.It would be great if I can get some sample templates
for sap bw support effort estimation.
Thanks,
shital

Hi Shital,
I have a couple of sample estimation plans. Send an email to the mail id on my SDN business card, and I'll get back to you with the docs.

Support project going to be started.. need help?

Hi guys,
I'm an SAP SD fresher. I was placed for a support project-offshore, which is going to be started by next week. Can anyone help me in knowing the types of tickets that may come from a retail industry..? just getting prepared..

Dear Arun,
Donu2019t get tensed with the new responsibilities in retail industry most of the tickets you will get would be from Masters Records (Customer, Material), Material Determination, Listing & Exclusion, Free Goods etc.
All the best for your new Endeavour.
Regards,
Ashutosh

Different tickets obtained during bw support project

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