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.

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Which type of requests can send by the user side insupport project

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thank you.

Hi,
you can get diffrent issue,
1. data loading issues.
2. change request ofr new reports. suppose you client is haing 10 uniot of measure, and all reports are based on kg now due to business requiremnt they want o use all units in one reports so they may raise a new change rewquest for implementing the same.
3.you may incidents like date convertion issue.
e.g
if a routine has been written without considering leap year then you may get a change request for correcing the routines.
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br
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Hi
I hope, you know that Rewarding with Points for the Useful answers is the SDN policy
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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
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http://help.sap.com/saphelp_nw2004s/helpdata/en/57/a21f407b402402e10000000a1550b0/frameset.htm
take a look in:
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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
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In support project which type of requests can be send by users.

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