Support consultant activities

hi what is diff between ticket and change req,,do we get cr's in ticket tool itself

Hi,
Ticket : if any user unable to see the resluts  in query who raising the issue in ticketing tool which need to resolved  by as per SLA rating
Chage request: Suppose user want to some fields in reporting level which is not available in infocube so that need enhance the datasource.
Hope you have some idea.
Regards
sivaraju

Similar Messages

  • Daily activities of a support consultant

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

    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.

  • Daily responsibilities of supporting consultants

    Hi,
          what are the daily responsibilities of a supporting consultant. Let me know how the supporting consultant starts his day.
    How can you trigger the process chains?(Responsibilities of a supporting consultant for one full day)

    Hi,
    Support Issues
    1.     tRFC-
    Solution: Contact BASIS team and enquiring about RFC, transfer of I-docs Info, We can also check in BD87
    2. Delta Corruption
    Solution : Some times delta gets corrupted due to some reasons, we have to re-initialize our datasources
    3. Extra Charcters
    Solution : Maintain ALL_CAPITAL_PLUS_HEX in RSKC, RSALLOWEDCHAR in SE16,
    RSKC_ALLOWED_CHAR_MAINTAIN in SE38
    4. Transaction Log Full
    Solution : Contact BASIS team and ask them to clear the transaction log
    5. Wrong Date Format
    Solution : We have to identify the erroneous record and edit in PSA and upload again
    6. Conversion Exits
    Solution : Sometimes we get data into BW in a different format, If possible try to edit in source system and reload again
    7. DSO activation failed due to inconsistent requests in Database tables
    Solution : At times, we delete requests from DSoO/PSA/CUBE, but in the backend tables, requests will be still lying.
    We have to delete from the database tables
    8. Source System was not available
    Solution : When BASIS team carries out some maintenance activities, our source system will be under their usage.
    Ask them to make it free
    9. Delta records missing
    Solution : Due to some reasons some records will be missing in delta, then we have to do "Repair Full"
    10. Could not find Code page for recieving system
    Solution : Again RFC/IDOC problem, Contact BASIS
    11. Caller 70 missing
    Solution : We have to re- start our data load whenever the source system load is less
    12. Timing out of queries
    Solution : Check out the Aggregate valuation, If required we have to drop the existing ones, create a new one with High val
    Regards,
    Suman

  • How to explain support consultant

    Hi SAP Guru's
    How to explain support consultant roles i mean to say how to start and where to start
    Thanks&Regards
    srinivas

    Hi Srinivas,
    Support roles depends on which module they are working or by role.I am providing here the roles and responsibilities of a functional / Configuration consultant in support project.
    u2022Assists in the development of requirements and specifications.
    u2022Interfaces with the Production support team
    u2022Knows and follows Production Support On-Call Process and all supporting documentation in its entirety.  The primary activities of this process (but not the only ones) are creating/refining requirements, estimates, business designs, technical designs, test plans/cases, implementation plans, production support documentation and executing all created plans.
    u2022Engages other resources when needed with the permission of the PM to ensure that incidents/issues are appropriately resolved.
    u2022Maintains all Incidents and Issues documentation in centralised location.
    u2022Ensures all related incidents and issues are appropriately recorded and reviewed during weekly status meetings (or sooner) to ensure timely resolution.  Any issue that impacts schedule, quality, scope or cost should be recorded.
    u2022Provides feedback to PM on project management processes.
    u2022Provides feedback to Production Support Manager on technical development processes.
    u2022Participates in the orientation of new team members when requested by the project manager.
    u2022Manages individual training plan and career objectives.
    u2022Schedules and completes career-related training objectives.
    u2022Ensures appropriate time-tracking standards are followed for recording SLC development activities.
    u2022Records incidents and issues in tracking tool, and follows through to resolution.
    u2022Create and present to the team knowledge sharing presentations when requested.
    Assign Points if helpful.
    Thanks and Regards,
    Naveen Dasari.

  • Role and responsibilities of SAP BW support consultant

    Hi Guru's,
    What is the Role and responsibilities of SAP BW support consultant?
    Regards,
    Sabari kannan.S

    XI Architect:
    He plays the role in the analyzing the landscape for which XI will be used...will take the special not on the number for legacy systems involved...type of system...how much amount of data will flow what has to be taken care for better performance etc........
    1. Design the XI for the currentl lanscape for high performance...
    2. Idebtiy the bottle necks which can appear.
    3. understanding the busnies requirement withrespective to XI
    4. Configure the XI according to the standrds
    5. Lays ground rules on the developemtnenv till golive.
    6. what's the good appproach of design when systems like CRM,BW etc are invloved.
    7 tranports methods till  production and so on

  • HR Support Consultant Roles in Development

    Hi Experts,
    Can any one let me know what type of roles does the HR Support Consultant have in Dev System.
    Thanks & Regards
    Samanvita

    Hi Salil,
    Thanks for your reply.
    Earlier we do have SAP_ALL, now client requirement is to remove that because it contains Transaction code STMS, and create new roles for Support Consultant. 
    In this case what are all the Tcodes that we need to include in the new role for SAP HR Support Consultant.
    Any other precautions to be taken, so that without loosing access to the required things.
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    Samanvita

  • What are the typical responsbilities of BO support consultant?

    Hello
    What are the typical responsbilities of BO support consultant?
    thanks

    Hi,
    As per my understanding below are some of the things a BO support consultant must know:
    Knowledge on the domain and the project lifecycle.
    Understand the architecture.
    BO Administration which involves the platform support
    Understand the Security rights setup, Also users and groups created  for that particular application
    Understand the design of the universe and the reports.
    I hope this might be helpfull for you.
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    SIndhu

  • What type of reports generally a support consultant maintain and report?

    HI,
    What type of reports generally a support consultant maintain and report?

    HI,
    What type of reports generally a support consultant maintain and report?

  • Duties of support consultant

    what are the duties of a support consultant?
    thanks

    Hi,
    The responsibilities of a support consultant are:
    - Primarily responsible for Handling tickets and application support to the End users
    - When an issue comes diagnose, analyze and solve the issue
    - Responsible for any enhancements
    - Writing functional specs and interacting with ABAPers to develop any user exits
    - Training the end users and preparing end user training material
    Also refer following link;
    [Role of a mySAP Functional Consultant|http://www.sap-img.com/general/role-of-a-sap-functional-consultant.htm]

  • Looking to hire live support/consultant to get me started

    I'm just switching from PC to Mac and Frontpage to
    Dreamweaver. I watched a bunch of Lynda movies, which were useful,
    but I have problems opening and working with my existing sites...
    content does not display in design view, CSS does not pick up etc.
    Bet this is something obvious and simple for someone who
    knows what they're doing... :-(
    I'm looking for someone I can call in moments like these to
    help me do things more efficiently.
    I would send you a Yugma invitation to share my desktop, so
    you don't have to live in this area.
    Right now I'm quite stressed by a project deadline (this
    weekend, 5/17/08), so a message/support soon would be
    great...

    You can contact me offlist at 'forums at
    great-web-sights.com' if you are
    interested in a consultant.
    Murray --- ICQ 71997575
    Adobe Community Expert
    (If you *MUST* email me, don't LAUGH when you do so!)
    ==================
    http://www.projectseven.com/go
    - DW FAQs, Tutorials & Resources
    http://www.dwfaq.com - DW FAQs,
    Tutorials & Resources
    ==================
    "rosiewrose" <[email protected]> wrote in
    message
    news:g0j4dg$sc8$[email protected]..
    > I'm just switching from PC to Mac and Frontpage to
    Dreamweaver. I watched
    > a
    > bunch of Lynda movies, which were useful, but I have
    problems opening and
    > working with my existing sites... content does not
    display in design view,
    > CSS
    > does not pick up etc.
    > Bet this is something obvious and simple for someone who
    knows what
    > they're
    > doing... :-(
    > I'm looking for someone I can call in moments like these
    to help me do
    > things
    > more efficiently.
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    so you don't have
    > to
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  • Sap FI Support Consultant Roll

    Hiiii
    Can anybody please tell me the procedure of handling FI Tickets in detail..
    Thanks
    RAM

    found out the answer - click on Send to Partner to save and go back into the message

  • Supporting activities

    hi
      would u plz send about supporting daily activities,monthend activities&yearend activities (fico supporting).
    how many members will be there .what is help desk,schedule manager & solution manager.what is his role.what is his work.what is ticket flow.
    thanks &regards
    nagesh

    *SAP BO reports on SAP BI:*
    As we are creating OLAP cubes/Infocubes in SAP BI, same way BO has Universe.
    Universe is based on direct Infocube/ Multiprovider/DSO(ods) and BEx query.
    Universe Designer:
    Only thing is one has to establish connection to access SAP BI system. To do this job, while choosing datasource, you have to select SAP Business Intelligence 3.x -- Client. And next screens it will prompt for User logon credentials to access SAP BI system. Once, connection is tested OK. Click next and it will list out all the OLAP Cubes available in SAP BI system and select the relavant one and click on next - next -- Finish.
    Now you have created Universe on top of SAP BI system. Then Export the Universe to Server.
    Open Infoview to start Web Intelligence report(s) and choose the Universe from the list of universes then it will take you to WebI Query panel , in that drag the Objects(Dimension/Detail/Measure) to result objects pane to see them in BO Report and to filter data use Query filters pane or do it in Report level.
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    Thank You!!

  • Supporting projcet level Activities and  Errors

    Hi Pals,
       Can you tell me  What are the supporting project Activities..  and  maximum what  type of Errors(or) problems  we are getting in the   supporting  level projects...
    thnaks  & regards
    Ajay

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    The main issue is predictability.  Can you predict what will happen if I split a table into two (parent/child relationship)?  I can predict it if I write the preSsdt code to create the extra table and migrate the data.  I don't have to get
    the tables perfect, just close enough for SSDT to then apply every last constraint.
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    BEGIN;
    EXEC sp_executesql N'ALTER TABLE dbo.TableADD [Column] INT NULL';
    END;
    GO
    IF EXISTS(SELECT * FROM dbo.Table WHERE Column IS NULL) -- SSDT will make Column NOT NULL
    BEGIN;
    EXEC sp_executesql N'
    UPDATE
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    END;
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    BEGIN;
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  • Hi SAP FI/CO GURUS ... please tell me what are the activities

    Hai SAP FI/CO gurus
    Good day to you all. i know the activities of a fi/co consultant in implementation project. i would like to know the responsibilities or activities of a sap fi/co consultant in a development support project. As per my knowledge  the activities in production support project is different from developement support. So i request you to please suggest or brief me about the activities of a fi/co consultant in a developemnt support project.
    Awaiting for your reply.
    Regards
    Nagaraju

    hi
    Role of a SAP Functional Consultant
    What are the differences between a functional and business consultant?
    The difference between Functional consultant and Business consultant are as follows:
    1) A funcitonal consultant is able to configure the system unlike business consultant.
    2) Functional consultant know more about business process unlike Business consultant.
    3) A business consultant will bring business process knowledge and provide it to functional consultant who in turn used this knowledge to configure the system. 
    4) Functional consultant has more configuration knolwledge then Business consultant.        
    The responsibilities of a support consultant are:
    - Primarily responsible for Handling tickets and application support to the endusers
    - When an issue comes diagnose, analyse and solve the issue
    - Responsible for any enhancements
    - Writing functional specs and interacting with Abapers to develop any user exits 
    - Training the end users and preparing end user training material                            
    For those who wished to know the role of a functional consultant.  Below is one view:
    A functional consultant evaluates the demands in talking with the customer's representatives, transforms the essence into an abstract and algorithmic business model. Hence, he identifies the use cases and transforms them into logical and technical views. 
    Then the main task starts: customizing the respective business area and making sure the system reacts in the manner according to the constraints of the requested use case. 
    The consultant documents the settings and prepares proper guidelines that allow other consultants to do further changes or repairs with due efforts. 
    The consultant takes care that proper training is given to the users and that the system is usable, performing appropriately and the business flow is complete and correct. 
    During go live he assists the technical staff by testing the behaviour of the system. 
    After go live he guarantees that the procedures remain usable and consistent in real live situation and proposes enhancements. 
    The main duty of a consultant is to transfer external know-how to the client. It is not manpower that counts but intelligence, understanding of processes, a feeling for defects and general a common sense. 
    nagesh

  • 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

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