Supporting Role

Can some one guide me what does a supporting person does in BW Project Implementation ??
Are there any phases in supporting job ?
What is Remedy tickets for SAP Problem ?
what is Escalate excerptions?
I know supporting person solves the problems but what kind of problems he/she has to perform ??
is it related to Tunning and PErformance or its completely different ?
Its kind of urgent....wating for guidance.
thanx in advance....
Macho G.

hi Macho,
check the role in bw http://help.sap.com/bp_biv235/bi_en/documentation/BW_ROLES_SKILLS.doc
'sap problem' remedy ticket in terms of 'program error' mostly -> oss note, or raise oss message.
problems are vary from data loading to reporting, transport, performance, etc.
for data load, take a look Siggi's weblog
/people/siegfried.szameitat/blog/2005/07/28/data-load-errors--basic-checks
hope this helps.

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FICO Support role

Dear Friends,
I am, going to take the assignment of SAP -FICO Support role, please advice me what are the regular functions of the support role?
And also advice me about the interview what type of questions i may face ? and what is the meaning of Tickets?.
If any configuration changes to be made? where should i do that ? and how to re-place the changes in the live system?
Thanking you
with regards
Krishna

Hi,
Now i am sending Ticket processing go through this it will be help
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.
it is useful assigne points as a way to say Thanks
Regards
gvr

Dignostic Error-Failed to assign UME support Roles : Server returned: 503

Hi All,
We are trying to implement diagnostics on one of our EPortal Server. We have already completed all the pre-requisites of diagnostics on EP .
When we try for diagnostics System >Managed System> it gives us following error
User existence check failed : Server returned: 503 Service Unavailable
The following J2EE roles were granted to user SAPSUPPORT : SAP-J2EE-Engine/SAP_JAVA_SUPPORT
Failed to get User ID for user with logonname SAPSUPPORT
!! Exception : Server returned: 503 Service Unavailable
Failed to assign UME support Roles : Server returned: 503 Service Unavailable
Failed to assign UME support Roles for XI : Server returned: 503 Service Unavailable
We have checked UME Page on Eportal , where the error is
Application cannot be started.
Details: com.sap.engine.services.deploy.container.ExceptionInfo: JMS error.
Please suggest.
Regards,
Swati

Hi,
Please try to re-start the JAVA instance and then try again.
Regards,
Thulasi

What is exactly Production support role and responsibilities APO-DP/SNP

hay sap gures
please help me
what is what is exactly Production support role and responsibilities APO-DP/SNP
Regarding
suresh

Hi,
you can go throguh this tag,
can any explain APO -DP/SNP production support.
Regards
Nagaraju

Does "Access Enforcer" only support "role" based SOD analyse?

Hi Expert,
In the demo script, when the user create the "Access Request Form", he can choose the "Role" he wanted from "Select roles" list, I'm just wondering whether each role here is corresponding to the role in the backend system? for example,
If I choose role "Z_AP_ACCOUNTANT" actualy at that time there is a role called "Z_AP_ACCOUNTANT" already in the backend system if the system is a SAP ECC system.
Another question is, if so, does that mean it can only support "Role" based SOD analyse? as you know, each role may contain several "authorization objects", can it be done from "authorization object" level?
Thanks and best regards.

Hi,
The Roles are normally determined based on the SOD.Using T/code:PFCG the roles are mapped to the system.These Roles are common to all the system,regardless of R3,Virsa etc.
The roles also can be determined without SOD [but this is not recommended.].
The SOD is only to ensure that there exist no internal control weaknesses while creating the Roles at an organizational level.Thus it is only an excercise outside the System,be it SAP,Virsa or else.
At the system level we map only the roles [ using :PFCG].We dont map SOD here.So,SOD or No SOD,the system supports the Roles.
Hope this helps.
Regards,
Ramesh.

Most important documentations for desktop support role.

I'd suggest that amongst many others, you need a network map, indicating how your landscape is put together. It's also worth having a patching diagram in each rack / cabinet for that location.You need to have full details on each server; especially all physical servers. It's worth detailing what services, applications, roles each server (including VMs) are hosting; along with information on any specific configuration requirements. Think of what you would need if you had to rebuild that server completely from scratch.I used to have a number of work check lists; things that would be required when performing certain tasks. These would detail the steps involved, what would be required to perform a check, and highlight any specific requirements or warnings (e.g. don't re-boot unless serviceY has been stopped first as otherwise it might take...

Hi guys!
I have joined a company newly and also just starting my career. My company barely has documentation for tasks and troubleshooting issues and i have been working on creating them lately. I would like to know what are the best and most required documentations for a desktop support or IT support role. e.g New system installations, Configuration documents for basic tasks,.....e.t.c.
Please share your knowledge.....
This topic first appeared in the Spiceworks Community

Risk Issues with IDOCs in Support Roles

I am managing a security architecture project and need to create some IT support roles.
Are there any IDOC-related transactions that can create, change or modify data? If so they would be innapropriate for any IT access.

I can recommend forgetting about S_TCODE when it gets to IDOCS.
Several S_IDOC* authorization objects even have TCD (transaction code) as a field, in an attempt to create a second level of security control. This looks good on a PowerPoint presentation, but is unrealistic "in the wild".
You can gain a quick start by first reading the documentation on the S_IDOC* objects in tcode SU21, then read the ALE and RFC Security Guides on service.sap.com and then (important) talk to the people who actually use these transactions about their business processes.
Changing IDOCS is very often a symptom of bad master data quality or the sequence of some process flows.
You cannot tackle this without an understanding of the business processes which you might disrupt, but can add a lot of value by isolating the authorizations for it (the S_IDOC objects have many fields... and S_IDOCMONI is the one you should try to understand most) and then looking into the processes.
When you get that far, then you will also want to look into the development systems for the distribution of the ALE models via RFC instead of transporting them. This is a bigger can of worms than changing an IDOC...
Unfortunately some audit recommenations "blacklist" the ability to recieve an IDOC, In my books this is silly, because batch processing anyway does what it is told. Other scenarios make is usefull to be able to receive messages via IDOC for what happened on the other side.
The weapon of choice here is to understand the interfaces and use Su24 to document them to create secure roles for them or upgrade to newer technologies where these are supported.
My 2 cents,
Julius

SAP HCM Business analyst Support role Interview Questions and answers required..

Hello Experts,
I have applied for the role Business Analyst supporting SAP HR and GB Payroll. I need to prepare for the interview.
I would like to have any material or link with regards to issues/tickets raised for SAP HCM /payroll. my email ID [email protected]
Could you please provide me Interview Questions and answers for SAP HCM and Payoll support.
Thanks in Advance
Regards
Nivedita

we can not assume any interview questions .better you can search in google.if your in supporting then you should be able to rectivie the day tod day issues and the change request. for this you should have all modules experince to answer the interview questions. all the questions will be the real time and the process real time scenario kind of questions.
For the GB payrol,. look at all statutory deduction and payment like payee tax and the NI-(National insurenve) deduction. and also the returns (monthly anualy). and also the config of SSP (statutory sick pay )and SMP (Statutory Maternity Pay), factoring process , retro, posting and automatic file transfer to HMRC,etc.

Oracle Production Support Roles and Responsibilities

Hi,
I am currently working in Application Support from past 4 years and I have applied for a opening in Oracle Production Support environment and it is different from DBA.
So far i have never worked in Oracle Production Support so i am curious to know what exactly the roles and Responsibilities for this position.
What kind of issues comes and how to troubleshoot them?
I actually need to understand the nature of this job in detail and few interview questions that can be asked for this position.
Any kind of help will be appreciated.
Thanks in Advance,
Regards.

Deadlock10 wrote:
Hi,
I am currently working in Application Support from past 4 years and I have applied for a opening in Oracle Production Support environment and it is different from DBA.
So far i have never worked in Oracle Production Support so i am curious to know what exactly the roles and Responsibilities for this position.
What kind of issues comes and how to troubleshoot them?
I actually need to understand the nature of this job in detail and few interview questions that can be asked for this position.
Any kind of help will be appreciated.
Thanks in Advance,
Regards.
In addition to Joe's questions regarding if you don't know the answer, then how do you know you want the job .......
Regarding job titles:
"When I use a word," Humpty Dumpty said in rather a scornful tone, "it means just what I choose it to mean -- neither more nor less."
(Lewis Carroll - Through the Looking Glass)
And so it is with job titles. Any given job title means only and exactly what the organization chooses it to mean -- "neither more nor less".
Even though we work in a technical industry, not every term you see has a universal, fixed, immutable, technical meaning. Not even close.
My first two jobs in IT were in shops that had exactly the same set of job titles for Programmers --
- Programmer/Analyst I
- Programmer/Analyst II
- Programmer/Analyst III
In one shop, the Programmer/Analyst III was the most junior of the three.
In the other, the Programmer/Analyst III was the most senior of the three.
So, you tell me, what is a "Programmer/Analyst III"? What is a "development DBA"? What is a "production support DBA"?

Oracle Applications Support Roles and Responsibilities

can anyone tell me roles and responsibilities of Oracle application support team.

This is not an SQL or PL/SQL question.
As already mentioned, any job title is dependent on the company's own interpretation of it.
locking this thread

Production support role

Hello all,
I tried to find this information by searching this site but could not find exact anwswer i was looking for.
I have couple of questions:
1). In Production support job, what jobs are categorized as Level 1, Level 2 and Level 3 ....could you give some examples for each category.
2). for external system extraction using DB connect: what does it mean "extracting data from SQL server using DB connect in a flat file format". if we use DB connect to extract from external Database woulnt the data be in a tabular format in its database...i was confused is it possible to extract it in a flat file form

Hello all,
I tried to find this information by searching this site but could not find exact anwswer i was looking for.
I have couple of questions:
1). In Production support job, what jobs are categorized as Level 1, Level 2 and Level 3 ....could you give some examples for each category.
2). for external system extraction using DB connect: what does it mean "extracting data from SQL server using DB connect in a flat file format". if we use DB connect to extract from external Database woulnt the data be in a tabular format in its database...i was confused is it possible to extract it in a flat file form

CST - escalated support role replacing 1st level only when needed?

Hi,
I'm setting up a CST system with one 1st level CSR and 2 in the escalated role.
Per the CST doc in the KB here: http://kb.worldsecuresystems.com/kb/customer-service-ticketing.html, you can't have the same person in both levels. But I want to set it up so that the person in level two can uncheck herself from that level and check herself as available in level 1 when the designated CSR is away.
Will this cause problems?

I had to laugh when reading your post. I wasn’t laughing at you, and clearly not laughing with you. However, I do empathize and after my first experience of cashing in on my “Pro” Care investment, question whether the move to Mac was a wise one.
I have decided to continue with Apple products in hope that they are simply going through growing pains; and will recognize they are failing in certain customer service areas and will endeavor to improve. However, my patience is growing thin.
Thanks for the post, it was well done.

OIM 11g - Limiting support users to assign roles to correct users

We have OIM 11.1.1.5.0 and support a couple of third party organizations with delegated administration.
Admins in OrgA have an admin role AdminRoleA which allows them to assign UserRoleA to their users. Similarly, admins in OrgB are given AdminRoleB that gives them the ability to assign UserRoleB to their users.
We have support groups that can help these organizations. I have defined the Support role to inherit from AdminRoleA and AdminRoleB. The problem that I'm finding is that the support user can assign UserRoleB to a user in the other organization OrgA.
I could probably solve this by writing custom code in a validation handler but I just wondered if I was missing something and should have configured these roles and auth policies differently.
Thanks.

Thanks, I was afraid of having to do mess with the backend like that. What if I removed the the "all users" role from people I didn't want to have that access? How would that affect the user?
EDIT- It appears as though you cannot revoke that role. I guess I had never tried to do it before.
Edited by: 970312 on Jan 28, 2013 7:52 PM

Does ADF security support sub-roles? If not are there plans to support it?

hi,
I have following scenario: there are dozens of regions and each region has dozen of facilities and each facility dozens of offices.
I would like to setup Office roles to have Query permission only and create a new role OfficeUpdate role that has update permissions for this office data, and at the same time to inherit permissions from Office role (e.g. Query permissions), so if I assign a user to Office role he will be able to query only and if I assign him to OfficeUpdate role he will be able to query and update the office data because privilege will be inherited from Office role.
User can be a member of different offices/facilities/regions. So I would like to, in order to simplify user management, to be able to assign a whole role as a member of another role. By doing this I wouldn't have to assign users to different roles all over again (all users assigned to a sub-role would automatically become members of main role as well) as this is time-consuming.
But it seems that ADF security does not support this. It seems that ADF security can only deal with roles and not sub-roles? Roles and sub-roles are supported by oc4j container but it seems that ADF security does not support it.
I would like first to be sure that my observation is correct, and if yes to find out if there are any plans to support sub-roles in future Jdev releases?
And also if somebody knows, if Acegi or JsfAcegi security supports role-sub-role privilege inheritance?

I created a testcase that excludes ADF Security and the same behavior can be reproduced, so the problem doesn't seem to be with ADF Security but JAZN.
Need to further track this issue, but so far it appears that a member role is not sufficient to authenticate and authorize a container managed constraint as used by ADF Security for authentication. This could be a problem with the embedded OC4J only but also a general problem with settings on the system-jazn-data.xml. This is what I need to further evaluate.
So for now I can't say that this isn't working in ADF Security because its not even getting there
Frank

Authorization issue - need to know the Role providing this access

Hi,
User is facing an authorization issue below:
"You donot have authorization to display DataSource 2LIS_06_INV, Component MM" and
"You donot have authorization to display DataSource 2LIS_11_VAITM, Component SD"
Kindly let me know what Role is missing from the user's profile?
Thanks and Regards,
Sachin
SAP Security Consultant

Hi Murali,
It helped.
I found out the BW Data Support role for the object S_RO_OSOA and when checked it was already in user's profile but the missing part was user Comparision for that role.
I did user comparision and then user is able to view the below DataSources....
Thanks for your help, it triggered to find the root cause.
Thanks
Sachin

Supporting Role

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