Regarding ticketing tool

Hi
can any one tell me about 1 ticketing tool in detail, or pls send me the links.
i have 5 process chains running,they r taking long time how to improve the performance.
regards
subbu

Hi,
What all steps are included in your process chain? Is it taking long time to get completed?
Regarding process chain performance:
Normally its better to create process chain seperately for Staging layer(Upto DSO level) and the other for Reporting layer(To load Cube leve data).
Delete indexes before DTP execution for Cube and create index will improve loading into the Cube.
Any ABAP programs involved in your process chain with complex code. That might be also the reason for which process chain completion may take long time.
Hope it helps!!!
Thanks,
Lavanya

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Configuration of Solman as Ticketing Tool

Dear Experts,
Need yr guidance to configure Solution Manager as a ticketing tool in the below scenario:
Scenario:
We hv 04 Production Clents in R/3 (02 Nos - ECC 6.0; 02 Nos - ECC 5.0); Solution Manager has been already been installed in one the Production clients at ECC 6.0.
Reqmnt:
Solution manager is reqd to be used as helpdesk tool for all the 04 production clients.
Pls advise the configuration steps.
Thnx & Rgds,

Hello,
You may check these Notes
949292 Solution Manager: Service Desk Related SAP Notes Service Desk
And these notes too 830882, 1050148, 1244713
You defintiely want to check this wiki and it's pages as it has a lot of setup documentation in detail.
http://wiki.sdn.sap.com/wiki/display/SM/Service+Desk
Also if you are a var and need to connect Service Desks together
http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000741530&_SCENARIO=01100035870000000202&
Regards,
Paul

How to configure automated ticket in ticketing tool from PI system

Hello Experts,
We are working with SAP PI 7.11 version now we are using the ticketing tool Sysaid.
Our requirement is we have to capture all the PI errors (Like any failed message in SXMB_MONI or adapter engine,communication channel error ) in our ticketing tool automatically .
Please let me know the steps in PI to configure it .
Thanks in advance for your help,
Thanks ,
Somenat

Hello Rajesh,
First thanks a lot for your reply .
In my situation we have already done the alert configuration in PI system and regularly we are getting mails for any error in PI.
Now as you mentioned please check my below understanding and let me know if I am correct.
We need to configure one scenarion in PI which will take collect the mail from our alertmail box (outlook) or from RWB alert inbox (please confirm which one?)and post it to ticketing tool.The scenario will be mail to soap.
The second step is we need to know the webservice structure of the ticketing tool and all the details to configure the soap adapter and to develop the mapping .
Thanks in advance for your support.
Regards,
Somenath

Third Party Ticketing Tool integration with solman service desk scenario

Hi,
I need any guidance on integration Of third Party ticketing tools like OVSD with the SAP Solution Manager Service Desk Scenario.
Regards,
Kaustubh.

Hi Maheshwar,
What I am trying to do is, try to maintain the data like,,
Caller ID-- sender
Assignment of workgroup--
Search Code--
Priority--
and description--
now some of these are constants that we need not determine every time.
but my question is, can we maintain these as a set of parameters in the method definitionunder parameters tabjust similar to MAIL_HEADER...which is displayed in the mail alert.
we already have a scenario maintained in the HPSD where it reads the mail picks up specific content based on key words, and creates a ticket.
and If we can maintain these by modifying the method, then where can we maintain the multiple data/options for this
And also please send me what were the steps u have done.
U used a Z method or customized the Function module??
Bcz in my case I think I will have to do both..
Regards,
Kaustubh.
Edited by: kaustubh on Jun 19, 2008 6:32 PM

Ticketing tools

hi,
saps gurus ,
I need some information about ticketing tools
so please help me .
i will reward you .
regards
prasanna

Ticketing tool vary from client to client. SAP also provides SAP Solution Manager, which is also used as Ticketing Tool.
General concept of Tickets:
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.
Regards,
Rajesh Banka

SCOM Disk space alert automation with Ticketing Tool

Dear Experts,
We are in the process of SCOM Automation with our Ticketing Tool like below incidents:
1, Whenever Disk space alerts are generated in SCOM console with warning and critical criteria then Incident tickets are created automatically .
so, what are the classes or objects needs to be selected only for Disk space alerts for automation with Ticketing tool in SCOM.
Any suggestions would be appreciated..
Regards,
Saravana

The disk space alerts will come from the Logical Disk Free Space monitor which is targetted at the Windows Server 20XX Logical Disk class;
Is this what you need?

CMMI Levels and Ticketing tools

hi sap gurus
can anyone explain me what is CMMI levels and its purpose. And also types of ticketing tools and their usage.
thanks in advance.

Hi
Refer to this documentation for CMMI Levels
http://en.wikipedia.org/wiki/Capability_Maturity_Model
For SAP Ticketing Tools
The basic function of these tools to record,maintain SAP Tickets.
1.Remedy
2.Synergy
3.Lotus Notes
Please let me know if you need more information.
Assign points if useful.
Regards
Sridhar M

Microsoft Orchestrator approval flow without the help of ticketing tool

Hi,
Hope you are doing good..
Greetings:
I am new to Microsoft Orchestrator, I was reading the blogs of Orchestrator... I am very glad to know that lots of them are esteemed contributor for tech blogs in Orchestrator ..
I have a small query:
I need to bring in Application Approval WorkFlow in Orchestrator without help of any ticketing tool.
We have a separate custom application portal for logging a request as a Application Catalog, so in backend I need to incorporate/build a custom workflow for Approval process, in such a way that it should ask for manager’s approval, once manager
approves the installation of the application should carry on..
A mail has to be triggered for the manager for approval workflow, once the manager approves the flow should take on and an end user should be notified after the flow completion with an application installed state.
NOTE: I do not want to integrate any ticketing tool for the same.
Can I achieve the same via AD or any scripts, or via SCCM database where the users managers will be mapped ...??
Request you to share your opinion on the same.. (Best PLAN OF ACTION) in order to suffice the requirement would be helpful.
Please suggest any alternatives in order to achieve the same.....
Regards,
Vinay.
Vinay

Coretech Application E-Mail Approval Tool

Ticketing tools in SAP

Hi Experts
What are the different ticketing tools used to resolve the issues/tickets in SAP and could any one explain me the life cycle(process) from where the ticket is issued and get resolved. I would like to know what process is happened and who are the persons involved in this scenario.
Could anyone reply to this query, as this is very important to me and very helpful.
Thanks in advance
Hari

Hari,
You should resolve trouble tickets reported on the application functionality. Work on trouble tickets on both the technology used to develop system interfaces as well as application functionality. Work with end users to obtain additional information to help resolve tickets. Document the resolution in trouble ticket systems. Document resolutions to develop a knowledge base for other team members. Conduct knowledge transfer sessions for production support team members if necessary. Participate in design sessions to identify and understand enhancements being developed for the system.
As I said it varies from client to client. For some more info look at these urls:
http://www.wipro.com/webpages/itservices/applnmgmt/sla_production.htm
http://it.toolbox.com/blogs/fducros/production-support-what-do-you-mean-10494
Regards,
---Satish

Need Ticketing tools

Hi gurus,
Can any one explain various ticketing tools that r available? Is there any difference for support and implementation ticketing tools?
Thanks in advance
Mallik

Hi Mallikarjun,
Vantive / Remedy or any other issue tracking tool is one where users can log in requests / issues and they are accessed by a person who would then re assign them to people on the team depending on their severity / criticality - this is similar to any issue tracking tool used in any support project - nothing which makes it special for SAP BW as such.
vantive :It is a problem tracking tool..
each vantive ticked raised has a unique vantive ID..
ticket when initially raised is in open status..when the related team takes up the ticket..it is set to working status.
once issue is resolved..then ticket status is changed to resolved..after confirming with user who raised ticket..
a responsible person checks the ticket to see that all required information is filled..and then ticket status is changed to closed..
u can also keep status on 'hold' if u r waiting for user response..
there are also various tabs in the ticket..to write updates..to reassign the ticket etc...etc..
i found the stuff available in the net itself for remedy
see the following
http://training.cit.nih.gov/notes/349/Remedy.doc#_Toc122421457
****Assign points if useful****
Regards,
Ravikanth

BMC Remedy ticketing tool

Hi All,
Can any one of you please send me the documents(ppt,links,anything) about BMC remedy(ticketing tool) ?
Thanks,
Sajith

Hi;
Is this product related wiht Oracle? By the way please check below links, part Documentation
http://www.bmc.com/products/product-listing/53035210-143801-2527.html
Regard
Helios

Regarding TP tool in transports

Hello ppl,
I ve a question regarding transport tool TP. How mant tp tools will be present in the system?
Scenario is: in a project one basis admin receiving a transport request is importing the request and so in the back end tp wil be triggered and runnin.
in the same time if another person receiving a different transport request also tries to import it. if so at that time the same tp tool wil be triggered once again or a new tp tool wil be triggered to process this new transport request?
Can you please give a a clear explanation?
Bala

the transport tools in SAP are TP and R/3 trans.
r/3Trans is the tool, that does the real work for TP. TP controls the import and export of changes and r3trans does them using scripts, that were generated from TP. ans as explained by sunny TP is a process and runs on the concept of Multiple thread.

Regarding Contivo tool?

Please anyone can help me out what is contivo tools ? I need some documents,explantion as well.
Regards,
Raja

Have u referred this link
http://www.contivo.com/builder/builder.html

Regarding EDI Tool

Hi All,
Is there Any Drawbacks With the EDI Tools ????
Regards
Vamsi

hi
Go through this may be use ful.
The Risks and Disadvantages involving in the use Of EDI
Trading Partners Involvement - Highly dependence on the participation of trading partners. It is extremely difficult to get a high level of supplier compliance. EDI will be a meaningless if your trading partner didn't get involve using EDI system effectively.
Costly for smaller companies - Many small companies are facing resources problems in getting starter with the initial implementation of EDI system. It is beyond the resources these companies to invest tens or hundreds of thousands of dollars in setting and implementation costs, as well as weeks of personnel training, to get an EDI system running.
Difficult to agreed on standard used - Even though there are widely-accepted and widely-used standards, there are no ways to force trading partners to accept these standards. Cooperation between trading partners is needed in order to develop a common rules to avoid differ in interpretation.
Although there are risks associated with the use of EDI, the benefits greatly outweigh these risks. EDI will lead to improvement in a companys overall performance.
Thanks

Regarding EMIGALL tool

Hi,
I have to load premise data into SAP IS-U using EMIGALL tool what is the procedure to load the data.
please reply.
Regards,

We can get the documentation of EMIGALL in SAP,
Go to Transaction EQ81
Some points about EMIGALL :
1. It Migrates data Business Object wise
2. It uses Direct Input Technique
3. It has more than 100 objects of IS-U
Steps
1)Create a user specially for migration which will have all the authorizations related to migration workbench, BASIS and IS-U
2)Create your own company in EMIGALL. There is a default company called SAP.
3)Company SAP contains all the Business Objects
4)Figure out what business objects u need and then u have to copy those business objects to ur company from Standard Company SAP
5)Each objects contains more than one structure and each structure can contain more than one fields. The relation goes like this
Object ---> Structure ---> Field
6)Define field rules for each required field of the object. You have to mark "Not required" for fields u don't need
7)After field rules for a given object is set u have to generate load report i.e. actual Direct Input Program which will migrate data. This program is generated on basis of field rules set by u.
8)After the load report is generated u have to prepare an input file (import File) for migration. The import file should be according to structure provided by SAP and must be in binary format. SAP Provides the structure of file according to your configurations. You have to write ur own Data conversion program(in any language) for this task.
9)Import file as input and migrate the data using generated load program
10)Finally check the Migration Statistics and Error Log
Kanagaraja L

Regarding ticketing tool

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