Queries about Production Support

Hi Experts,
Can some one please explain about the Support / Production / Maintenance project activities?
1. What could be the responsibilities of XI developer in Production Support?
2. Explain about... what is Level 1, Level 2, Level 3 support? XI developer role will be responsible for which Level of support (Level 1/2/3)
3. Can you please mention some common or real or usual issues or errors need to be encountered / need to troubleshoot?
Thanks in advance.
Shriya

Hi
>>>>3. Can you please mention some common or real or usual issues or errors need to be encountered / need to troubleshoot?
/people/prashanth.azharuddin/blog/2006/11/24/some-errors-in-an-xi-production-environment
>>1. What could be the responsibilities of XI developer in Production Support?
https://forums.sdn.sap.com/click.jspa?searchID=2268712&messageID=3060961
https://forums.sdn.sap.com/click.jspa?searchID=2268712&messageID=3016400
Role of XI support person

Similar Messages

Can explain tickets about production support with solution?

Hi all,
can please explain about production support and the issues faced in support project.
and want some tickets about production support with solution
like info package failure,data load failure etc such things.
regards
s ram

Hi
See this links
support issues
http://www.sap-img.com/business/daily-tasks-in-support-role-and-infopackage-failures.htm
https://www.sdn.sap.com/irj/servlet/prt/portal/prtroot/com.sap.km.cm.docs/documents/a1-8-4/effective%20sap%20bw%20system%20management.pdf
Search the forums for more such threads
Cheers
N Ganesh

Production support???? urgent

hi gurus,
i am first time working in a production support team.
i got a doubt.....like when we get a request to load some data from R/3 r Flat files
Actually do we do this activating of business content and update rules Infosource and infopackage on the Production system r else first we have to do it on Development system and then transport it to QA and then to Production.
And if we want to do performance tuning we will do it on production only right....its a big confusion plz help.
CAN ANYONE KINDLY TELL ME WHAT ARE THE TASKS WE REALLY DO ON PRODUCTION SYSTEM PHYSICALLY AND WHAT ARE THE THINGS WE REALLY DO IT ON DEVELOPMENT AND GET THEM TO PRODUCTION I AMVERY MUCH CONFUSED...PLZ...
thanks
harish

Hi Harish,
Production support is something u support the production system which is already up and running as for the things u r talking about they all come under development.
ur first doubt:
got a doubt.....like when we get a request to load some data from R/3 r Flat files
When u get a request u load data from R/3 then u have to identify the datasources for which u want to load data and replicate them to the BW system and do it and yes u can activate from the business content all the things if u r going for the standard infosources and data targets.
As for the the loads from Flat Files u dont have it in BUsinesscontent , for this u have to create ur own infosource and info package and start the laod either from ur system or the application server.
first we have to do it on Development system and then transport it to QA and then to Production.

Yes it is a good thing if u do it on the dev system and then transport it to QA and Prod.
And if we want to do performance tuning we will do it on production only right....its a big confusion plz help.

Performance tuning can checked and done only on the system u want the performance to be tuned like if u want the good performance on the production system u cannot simulate it on one system and fix the issue on other. Hope u got that.
As for the tasks u do in production system are
1. Monitor the loads and fix them if any prob arises
2. check the performance of the queries and suggest the
 remedies
3. check for data consistency in the source system and the
 production system ( data reconcilation)
Hope this Helps
Regards
Majeed

Re: Portege R830 - Can't find my model on the Product Support list

Hi everyone,
I recently bought a Portege R830 and was trying to find the support page for my model.
However on the Product Support list, where you choose the model, I can't find which one is mine.
My model is displayed as *R830-1056UB* on the box the laptop came in and it simply says *Portege R830* on the underside of the laptop.
There are several entries for R830 on the Product Support list, but *R830-1056UB* is not one of them.
*Any ideas how I can decide which one is mine?* (I'm worried about downloading wrong software/drivers for my laptop)
I'm not in a country with a support phone number and it seems Toshiba support don't have an email contact, so I haven't been able to contact Toshiba directly for help.
Thank you in advance for your time and help!
RG

Hello
I dont know which Toshiba support page you have checked but if this notebook is designed for Asian market you should find it on Toshiba Asia support page.
In which country you have bought it?

Best Practices for APO Production Support

What are the best practices needs to be adopt for APO Production Support? in DP, SNP, PP/DS, CIF, APO-basis, APO -ABAP area?

I know this is not the standard way to reach you, but you answered a question long back about /SAPAPO/AMON1 - Alert Monitor. Can this alert monitor be configured to show up in the universal worklist (UWL) in the portal? if so would these alerts show up in the alert inbox of the uwl just as other sap alerts do? (the other alerts i speak of are those referenced here (http://help.sap.com/saphelp_nw04s/helpdata/en/3f/81023cfa699508e10000000a11402f/frameset.htm).
Or are these alerts two totally different types of functionality with the same name (ARERT) ?
Thanks
Ted Smith

Queries in Production for Business Users

Hello fellow SAP Security Colleagues,
I am familiar with some of the obvious reasons why query development and execution should be restricted in production and have generally agreed with the restrictions.
However, I wanted to reach out to those of you who have supported a project which either:
     A.) allowed business users to create and execute queries in production /or/
     B.) allowed queries to be developed and transported to production for use by business users.
I would like more information on how this is working out for your company and what steps you are taking to make it work securely and with little performance issues.
Thank you so much for your feedback!
Edited by: Teresa Lansberry on Feb 5, 2009 3:46 PM
Edited by: Teresa Lansberry on Feb 5, 2009 3:47 PM
Edited by: Teresa Lansberry on Feb 5, 2009 3:48 PM

Hi Teresa,
I agree with Julius and Auke, but have a fair amount of experience of working with companies who disagree....
At my current client we have a small project taking place to rationalise the use of queries.
Until recently almost all users had the access to create and change queries in the production environment. There are approximately 3000 queries and 1500 infosets used, created, 50% of which are used over the previous 12 months. The result of this is that many reporting controls are bypassed and there are many "versions of the truth".
For legal reasons we now need to secure the data. This also requires robust change control over the queries. The existing queries were transported into the development environment and access to maintain queries has been removed in Prod.
All new queries are created by a functional expert and then handed over to the development team. The dev team review the query (make sure that it is reasonably efficient etc) and then put in auth checks into the infoset. This is then tested and only when signed off, is transported into the Prod.
It's not an ideal situation but until most of the reporting has been moved to BI, is reasonably controlled. What it rarely addresses is the need for consistent reporting.

Issues in production support

hi,
can any one send me documents related to Production support issues and how to fix them.
you can mail me at [email protected]
thanks,
ram.

Hi,
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
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.
As to 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.
****Assign Points If Helpful****
Thanks,
Amith

BI Production Support Value Adds

Hi,
I am working on a just started bi production support. There are not much activities as of now but I intend to bring in more work. I need to propose some value addition to the work process apart from just monitoring of chains. For ex. setting up error alert mechanism through process chains, performance improvement techniques etc. Would appreciate if you could share in detail with me more things that could be considered as value adds to clients. Thanks.

Hello,
As this is an assignment which has started just now, you can look at following additional value adds:
1. Looking through all the Update rules or Transformations and finding ABAP codes written inside which are time consuming.
2. Finding out queries which are not used for last say 4 months. Deleting them with concents of users.
3. Old Process chain log deletion
4. Recommendations for PSA deletion for Full loads & optimizing data base size.
5. Improving Query run time with std techniques.
6. Some Training materials for End users how to use reporting + user Manuals for Data load Monitoring
Hope this will give some points to start up the Value added activities.

What are 'tickets' in production support?

Hi BW Experts,
I never worked in production support. I know what type of errors occur in production support. I want to know how they are solved. I read in the previous posts about 'tickets' are generated. Are they like some bug numbers? how are they transferred to the technical person who is going to fix them?
Thanks
Ranjani

Hi Ranjani,
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.
Assign Points if it helps.
Regards,
Bharath

Production support

Hi,
I have one project management question. I have some interfaces (think of 50) and they are in go-live phase. So I need to present the resource requirement for the production support. Could you please tell me the basis on which I should select the resources in this case ?? What are the things that I should consider to come into conculsion about the headcount ?? Just I am looking for technical aspects (e.g data volume) and not the environmental or physical reasons.
thanks
kumar

hey
>>resource requirement for the production support
well as the scenarios are in prd they have passed through QA and won't have any explicit flaw in them so in terms of headcount ,1 XI consultant would be enough to monitor the interfaces.
he/she must know troubleshooting and should be able to fix the problem as soon as possible coz u don't want to waste too much time in Prd(client will be loosing revenue every passing sec.:) )
thanx
Aamir

FI/CO Production support

Hi All,
I am have an interview scheduled for FI/CO production support job, but I have never assumed the responsibility till date. I know about ticketing process and real-time issues, but for interview sake what areas do I need to brush up?
Month-end and Yr end closing processes I know....
Thanks,
Arya

Hi
tickets, monthend and year end activities,
and also new configuration settings...
1.
Ex: if ur company making payment one or two bank, if they need to make payment
from another bank also that time you need to configure outputformat for new bank,
new bank configuration.
2. is there any other new withholding TaX that time also you nned to configure.
finally new configuration setting also he will do at the time of support,
may be helpful this reply.....
regards
ss

Main Tcodes used in Production support

Hi Gurus,
     Can anyone give me the "main Tcodes" we use during different production support activities.
     I recently got job as a BW support consultant and am bit worried about what kind of work I will be alloted? and how to do it ?
     If any body has got real-time production support experience please guide me how should I get prepared before I join the company and give me an overview of what kind of work I am gonna do in prod supp.
Cheers,
Noodles
PS: point will be awarded generously

RSA1 - Administrator Workbench
RSPC - Proess chain maintenance
RSPCM - Process chain Maintenance
DB6COCKPIT- DiagnosticsL Single System Check
SM37 - Job overview
SM66 - Global Work process overview
ST22 - Short dumps
SM51 - System wide work process overview
SM50 - Process overview
DB02 - Spave: History - Overview
SE38 - ABAP Editor
RSA3 - Extract Checker
RSA7 - Delta Queue
SMQ1 - Outbound Queue
SMQ2 - Inbound Queue
RSA6 - Postprocess DataSources and Hierarchy
RSMO - Monitor all loads
Also, see the following link....you will get T-Codes which you want.
Transaction Codes for BW Developers
Message was edited by:
        SAI KONKA

Production support - major issues or errors

Hi,
I am newly placed in SAP BI 7.0 .
I am into production support.
What are the most problematic issues or errors one face in Production support?
I have checked the forum and found some errors which are common and may occur regulary, but i would like to know about some of the biggest challenges and their solutions.
regards.
akshara
Please check the forum before posting
Edited by: Vikram Srivastava on Sep 25, 2010 8:42 PM

Hi akshara,
this could be one good link i found out because major issues with solution during production support have been given here..
http://indelasap.blogspot.com/2009/04/sap-bi-production-support-issues.html
http://proradian.com/blog/
thanks ,
aravind

Business scenarios for Production support !!!

Dear experts,
i have conceptual knowledge on Production support so can any body tell about some Business scenarios for Production support like frequent failures of infopackages, loads..etc.
can any body tell the regular activities of Production support people.
Thanks
Regards,
srikanth.ch

Hi,
Please search the forum. You'll get a lot of good material on Production Support activities. This topic has been discussed in detail on the forums.
Cheers,
Kedar

Moving Oracle production support to Configuration Management

Hi All,
Currently I'm going as Oracle dba in production support team. I'm getting call from Configuration Management team as come to this team. I dont have much knowledge about CM. Now my question is
1. What is mean by Configuration Management? what is the process going on in CM in general ? Is it having any link with oracle dba support?
2. If I go and do Configuration Management work, again can I come to dba support field?
3. Is CM good for carrer growth...?
Pls clarify me. Thanks in advance.

user1115373 wrote:
Hi All,
Currently I'm going as Oracle dba in production support team. I'm getting call from Configuration Management team as come to this team. I dont have much knowledge about CM. Now my question is
1. What is mean by Configuration Management? what is the process going on in CM in general ? Is it having any link with oracle dba support?Why not ask the people who are asking you to join their team? Ultimately all job titles, all job duties are only and exactly as defined by the individual organization.
2. If I go and do Configuration Management work, again can I come to dba support field?Career movement is career movement. It is fluid and multideminsional. Or at least it should be.
3. Is CM good for carrer growth...?
Define "good". No education, no experience is ever wasted. At least not to people with the proper attitude about themselves and their careers.
Pls clarify me. Thanks in advance.

Queries about Production Support

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