System generated tickets and customer generated tickets

what are system generated tickets and customer generated tickets.
Edited by: jyothys9 on Mar 15, 2010 6:56 AM

Hi,
I hope you are asking about Support project scenarioes.It depends on project and Client. Beased in tools in Customer help desk you will get this kind of tickets. i.e. we can manually assifn the calles to BW Consultans, else once use will raise one request then it will automatically come to you mail box like that they will define/configure the hlpdesk tools.
Thanks
Reddy

Similar Messages

Business content Extractors and customer generated extractors

Hi Gurus,
I have following doubts on Extractors can u please clarify the following
1) what is the difference betwwen Business content Extractors and customer generated extractors?
2)why FI-GL and COPA are called as customer generated extractors ?
3)what is the difference between FI and Fi-sl and why FI-SL comes under customer generated extractors Extractors why not FI ??
Regards,
Nagarjun.

Hi,
You will go for Business Content extractor when the Customer requirement match with the content extractor delivered by SAP, other wise you will customize or create a Generic Extractor.
Check the below link:
http://help.sap.com/saphelp_nw70/helpdata/en/42/c9bd342fdf1368e10000000a1553f7/frameset.htm
http://help.sap.com/saphelp_nw04/helpdata/en/80/1a66d5e07211d2acb80000e829fbfe/frameset.htm
http://help.sap.com/saphelp_nw04/helpdata/en/c1/ea683cc5e8ca68e10000000a114084/content.htm
i am not sure abt the customer generated extractors

Waht is ticketing and some real time questions

hi abapers could u plz help me
1. in support/maintenance what is ticketing and types of ticketing
2. in supporting client directly send is issues to abapers or he send any others like TL, PL, PM .
3. is there any interface between client and developer
4. supporting only modification we can do or can we generate new reports also
5. in supporting we can modify reports and scripts only or bdc also we can modify
please give answers
thanks to advance

Hi,
Look at the Below 2 threads ...
Re: ticket
Re: tickets
Regards
Sudheer

Payment withheld and customer support unable to help

My payment for about $4,000 was withheld this month because of an outstanding $30 app ad campaign balance.
The balance exists because my bank issued me a new credit card, replacing my old credit card on file. Ok, fine, I assumed I can pay the balance and have my payment issued, right? Wrong, the problem is that there is no way to pay the balance. I was finally
able to add my new card as a payment option but even adding the new card as a payment option does nothing; the ad campaign remains unpaid and no payment can be issued.
I've created support tickets and customer support has been unable to resolve this issue, with no end in sight. What few responses I've received from customer support all read the same way: "we are investigating the issue but have no updates for you
at this time". Meanwhile I fully expect my next month's payment to be withheld as well, because the outstanding balance is still there.
Has this happened to anybody else? If so were you able to resolve this? I find it hard to believe I'm the only one who has an outstanding balance for an app ad campaign.
I am half-hoping that somebody higher up reads this who has the authority or resources to help with this. I'm amazed there is no solution for this after weeks. I am simply out of options, I have no idea what can be done about this.

Hello Nate,
You might not be able to create a new campaign in the payment failed state, but you can go to campaign creation page, add a new credit card and select the same. This will change the credit card associated with your account. If the card is good for swipe,
the account will be unblocked during the next monthly swipe cycle.
Please do so before the end of this month, so that your accounts get unblocked before the next payout cycle which is usually in the first week of every month.
If you have other feedback, please do let us know at
[email protected]
Thanks,
Vikram

Difference between Customer Generated Extractors and Generic Extractors

Hi all,
Can anyone please tell me the difference between Customer Generated Extractors and Generic Extractors. I know that for all modules Generic extraction is possible by creating a datasource(RSO2) on top of a table, View or SAP Query in SE11. What are customer generated extractors like LIS, CO/PA and FI/SL.
What kind of extraction is used for FI/AR and FI/AP. To my understanding we have BW Content Extractors. Can anyone explain the extraction method and delta extraction for AR and AP.
Thanks,
Sabrina.

Hi,
Customer generated extractors are running on top of statistics data collection process in R/3. They extract data from statistical tables already available in R/3 and also use the mechanism already provided in R/3 to capture the delta.
For example, PO data goes to statistical table S012 (it is an LIS table) and you can build a generated extractor on top of it. The difference between such extractor and a generic one is the fact that these extractors (eg LIS) use the same mechanism of capturing delta that the statistics table was doing (for example data that goes into S012 is also captured by these generated extractors). Some system tables and structures are generated automatically to support this functionality, you do not have to develop anything for this.
Generic extractors on the other hand simply let you pull data from table/view/query etc. You have to develop code/functionality to support delta capturing for such extractors. If you built a generic extractor on top of S012 (it is a statistical table - LIS), you can pull its data to BW, but you do not have the delta capturing functionality in such case, you will have to code it yourself.
As a thumb rule, you go with the standard/generated extractors, and use generic extractors only if it is necessary to be so.
FI/AR and FI/AP extractors are part of business content (I think) and support delta functionality. To get detailed info on these, you can also look at help documentation -
http://help.sap.com/saphelp_nw04/helpdata/en/ee/cd143c5db89b00e10000000a114084/frameset.htm
cheers,

MRP Generated production orders greys out Sales Order and Customer fields

Hi there,
The MRP generated production orders greys out the Sales Order and Customer fields for some reasons. These fields are really important as they link the production order to the sales order and the customer's purchase order. Could the SAP team please fix this or advise alternative way of getting the sales order and customer info on production order? Thanks.

Hello
MRP only poulated this fields in case the material master has been set up with a strategy group hich is make to order (normally 20). Otherwise MRP summarizes all the requirements from different Customer orders and creates a production order
Stephan

Fico interview questions and Real time tickets with resoving details

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hi sap gurus
i have done sap-fico iam in job trails. can any body help me Fico interview questions and Real time tickets with resoving details
regards
prasad.v
Edited by: chinna prasad on Jun 5, 2008 4:10 PM

Hello Prasad,
Before attending interviews.....First you need to understand general things like CV writing, projects, sub modules etc., you should be gain knowledge on these concepts then you can move further.
1. CV 2.Projects 3.your strenths in sap (reading..reading...reading....practice...practice...practice)
2.you please interact with your friends who is on trails, then you can get more information like interview process, methodology, technical etc.,
I am sending some real time interview tech questions which will useful for you.
Questions:
1.When tickets are raised by end users who will give priority? After resolve the tickets who will close the status?
2.In real time at a time how many normal periods, special periods, MM periods we can open?
3.What is client dependant & Independent?
4.How to transport configuration settings from one client to another client or production client, which tools we can use for transport?
5.Why we donu2019t assign business area to company code?
6.What is the difference between General GL A/c, Control A/c, Reconciliation A/c & Offsetting A/c?
Answers:
1.The priority is generally decided by the Coordinator on the client side. After tickets are resolved, they will have to be closed by the coordinator on the customer site
2. In FI as many as you wants. In MM only 2 (current month + previous
3.Certain tables and customizations made in one client will affect the other clients also - then it is cross client i.e, client dependent. While if the changes made in one client has no impact on the other client - it is said to be client independent
4.Transports from one server to the other can be made with the help of transport requests. When a configuration is done the system generates a request number. First release the task and then release the request. Use TC-SE10 / SE09, SE09: workbench transport; SE10: customizing transport. But currently no such difference actually exists.
5.because in case of multiple company codes, same business area can be used across company codes. Business area is cross company code, means it is not confined to one company code thatu2019s why we don't assign BA to any of the company codes. It is client dependant, not company code dependant. We can pass values from one company code to any of the BA in that client.
6.General GL Account are those used for standard posting like for example Income and Expenses Accounts
- Control Account are basically used for reconciliation between modules like FI and CO, to ensure that both the modules are in sync.
- Reconciliation Account are those specific covering ADK (A-Assets, D-Customer, K-Vendor). For example a Customer Master would be mapped to a Bills Receivable Reconciliation Account and any transaction that needs to be posted are done against the customer code.
- Offsetting Account are used for variety of reasons and few examples are Intercompany Postings, at the time of Implementation when TB and Balance sheet are uploaded would be offsetted against a dummy account.
All the best.....dont forget and pl assign points if useful and if u have any querries pl revert back
thanks
Anil

Tickets and issues

hi to all
i have one doubt. pl explain
how to document issues? there is any tool?
pl explain that procedure
thank u
with regards
ravi

SAP Tickets - What Is That?
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,
nandha

While doing F-32 residual payment - Two documents generated AB and RV

Hi all,
While Clearing partial payment with respect to Invoice thorough F-32 ( As residual )- Two documents generated AB and RV in development system.
where as in Quality and Production system there is only one AB document generated.
Is it standard behavior to generate AB and RV?
Customer don't what that RV document to be generated.

Hi,
This is one of the option given by SAP to manage your open items in case of partial payments. In this process when you go for residual payment, your original open item against which partial payment is made gets cleared & system automatically creates a new open item with the balance amount.
e.g you have an open item of Rs 10,000/- since 01.03.2014 & today i.e on 01.04.2014 you are making an payment of Rs 6,000/- against the said item & you opt for residual payment. In this case the original open item i.e Rs 10,000/- gets cleared & a new open item of i.e Rs 4,000/- get created . Note that this new open item created by the system will have the new document date (01.04.2014) and new baseline date, i.e here aging of your receivable/payable does not reflects the true picture.
But this is not the case when you opt for partial clearing method. In partial clearing method , the original open item is not cleared, instead both the items are shown as open items.
If you take the case of above example, after making the partial payment of Rs 6,000/- against Rs 10,000/- you will have two open items. One the original one of Rs 10,000/- since 01.03.2014 and another for Rs 6,000/- on 01.04.2014.In this case the aging of your receivable/payable shows the true picture.
Yes its a business decision ,which method to adopt.
Thanks & regards
Deepak

Is table maintenance generator only for custom table?

hi ,
i have doubt is table maintenance generator only for custom table?

hi swamya,
Table Maintanance Generator is used to create/change/delete table entries in a particular table.
In the production system, end-users will not be having access to transaction codes like SE11 and SE16. Developers will not be having access to many transaction codes including the above two.To view the contents of the database table, we will use SE16n in Production system. All these authorizations will be maintained by BASIS team, by creating access profiles.So in order to edit or create the contents of a database table, we should go for table maintenance generator. In real time, authorizations will be maintained in production system.
The second reason is, we can edit or create multiple entries at a time, using tablemaintenance generator.
Apart from that we have options like 'Enter conditions' in table maintenance screen SM30.
hope this helps in clearing ur doubt.
Regards
Saurabh

How to modify customer generated DataSource?

Hi Experts,
I have a DataSource "1ZICM_DOCSE" which currently extracts some of the fields from source table "ZICM_DOCSE". After some investigation, I discover that some necessary fields from the table are missing in the extraction structure.
Questions:
1. Since the name of the DS starts with 1 (SAP namespace), I supposed that it is a business content DS. However, I could not find it in RSA5 but only in RSA6. Why is it so? Is it a customer generated DS?
2. In RSA2, it shows that the extraction method is "F1 Function Module (Complete Interface)". When I double click on the extractor "ZICM_EXTR_DOCSE", ABAP editor is shown with the header indicating "This file has been generated. Never change it manually!". How do we generate an extractor in source system?
3. In this case, how can I modify the extraction structure to include more fields from the source table?
Thanks in advance for the effort!
Regards,
Meng

Hi Venkatesh, Hi Durgesh,
first of all thanks for your reply. However, I could not carry out the procedures mentioned by you and I hope that you can help me clear the doubts
1. Judging from your input I assume that this DS "1ZICM_DOCSE" is a customer generated DS. Am I right? How is the DS generated? via a standard SAP program?
2. When I go to RSO2 and try to display the DS, I get following message.
DataSource 1ZICM_DOCSE is extracted using functional module ZICM_EXTR_DOCSE
Message no. RJ042
Diagnosis
Data from DataSource 1ZICM_DOCSE has been extracted using function module ZICM_EXTR_DOCSE.
If you edit and save the DataSource by maintaining generic extraction, extraction no longer takes place
using this function module, but is performed by a database view, a transparent table, a functional area
of SAP query, or a self-defined extraction module.
If 1ZICM_DOCSE is included in the deliverd SAP Content, you can activate extraction using function module
ZICM_EXTR_DOCSE again by transferring this Content with transaction RSA5 or the IMG.
I cannot display as well as change the DS in RSO2.
3. Since the FM is generated, why should we change it? The changes will be overwritten once the FM is generated again, right?
Looking forward to your reply!
Thanks,
Meng

Customer service ticketing threads

For some reason the threads in the customer service ticketing process are not showing up on the case page in the Admin Console. We followed the steps in the KnowledgeBase article found here: http://kb.worldsecuresystems.com/kb/customer-service-ticketing.html
Briefly here are the steps taken:
Set up User Roles
Set up a Workflow
Set up the Customer Service Ticketing options (Admin Console > Site Settings > Customer Service Ticketing)
we're using a dedicated email address
we make sure the 'enable' box is checked
we've tried each of the options in the 'Automatically Assign Case' drop-down menu
all the fields are filled in correctly according to the KB article mentioned above
we've set up the autoresponder
we've also set up the CST System Email
Set up a Secure Zone
created a page in the secure zone that lists the tickets (cases) and that works with the exception of the subject
created a page in the secure zone where the logged-in user can submit a ticket and that seems to work fine
the form's settings are in set to proper secure zone
we've tried setting the form to both use a workflow and not use a workflow in testing
When testing this setup
the user enters a subject and the issue, presses the 'send' button
the user gets an email confirmation
if using a workflow, the CSR gets a workflow notification, not a customer service ticket as shown in the KB article aboveif not using a workflow, the CSR gets no notice, no ticket as email
Okay, we can click on a link in the workflow notification and go directly to the user's case. No CSR has been set, but we can set that. The subject can be copied and pasted from the user's submission into the field at the top of the case dialog page (also labeled 'Subject') and that subject line will display in the ticket list the user sees in the secure zone. We can also set the status to 'open' if the option to set that to 'open' from the Customer Service Ticketing options page did not do it. So, we're guessing a little from here. We send a message from the ticket (case) page. That message reaches the user's mailbox. The message has a note at the top which tells the user to add a reply if they want above a marked line. When we test this function, we're thinking if the user adds some follow-up message above the quoted line and sends that email, it will be appended to the thread, the CSR will get a notice, and we would be able to see the new message from the user in the thread on the ticket (case) page and the user could also see the thread in their secure zone ticket detail page. We can send several messages to the user and, from our testing thus far, each time the test user adds a comment above the reply line and sends that message back, nothing happens. The CSR gets no notice. The reply does not show up as part of a thread anywhere.
We've noticed the options for using a workflow on the ticket or case page and there's a twirl-down menu for other types of workflows but no mention of these options is explained in the KB article we followed so we are not clear about their use.
With all that said, we're hoping someone can point out what we are not seeing and where we are getting lost.
Thanks for reading this long dissertation in trying to explain the circumstances and thanks for any help. It's much appreciated.

I''m not sure this can be done. You might be able to set this up by launching a specific workflow from a custom form. If you setup a few workflows like "Client Support A-L", "Client Support M-Z", etc. In your custom web form you could use some javascript to launch a specific workflow based on the first letter in the "Last Name" field in your web form. Check out this post on how to launch specific workflows from a web form: http://helpx.adobe.com/business-catalyst/partner/create-workflow-notification.html#id_2285 7
This won't work for inquiries coming directly for email. I think your best bet is that if your client has specific needs for the CRM that can't be met with BC you should just have the 1st level of support assign the case manually when the email notification comes in. It's pretty easy-- there are links in the emails to assign cases to CSR reps manually when the first inquiry comes in.

CRM - Customer Service Ticket

Hi All,
Trying to set up the customer cases CST (Customer Service Ticketing) system.
Can create a customer enquiry, adds to the customer file case, can respond to that case in the cases area to start a thread.
Here is where it falls over.
The webmarketing plan has the CRM stuff except the CST option. The KB shows setup area is Site Manager > System emails > Customer Service Ticketing. states it is for the cases system and details how it works and uses the case scenairo and the example.
Plan is Webmarketing.
CST is not listed in any pricing documentation.
http://helpx.adobe.com/business-catalyst/kb/detailed-plan-breakdown.html
I have an webcommerce site and the only thing I can see that the CST is used for is Case Threads. I am using CST there and it works great. Is there anything else that is attached to CST that is in the webecommerce plan which is why it is not active in the webmarketing plan.
Thanks in advance.
Nathan

Hi Nathan,
This is just a decision made to only include this feature in the the webCommerce plans at this stage nothing more.
Kind regards,
-Sidney

Automatically "Code Check" and "Compile/Generate" program or function

Hello Experts;
We will do upgrade to ECC 6.0 at near time.
Our basis team will give us sendbox systems.
And then We will enter the all z or y programs and check "Unicode Checks active".
I want to do automatically "Code Check" and "Compile/Generate" with program.
But I don't know "which use function or program"
Please help me this point.
Thanks.
Best regards.

HIi,
Try Tcode : SGEN
or
try this link
mass compile customer programs
Regards
Rajashiva.R

Customer Service Ticketing not always sending enquiry to CSR mailbox?

Hi,
I've set up Customer Service Ticketing (CST) with a single CSR in Level 1 and a single different CSR in Level 2, using least load as the delivery rule. I've been sending test mails and I'm finding that not all of the emails I send are reaching the Level 1 CSR's mailbox (this is a different mailbox and someone who is set up in admin), although all are being received in to the mailbox I designated as the incoming (customerservice@) mailbox. Is anyone else seeing this problem, or know of a reason/fix for this issue? It renders the CST system unusable if this is a known issue that cannot be resolved? Cheers.
Regards, Mark

No answer , therefore closing thread

System generated tickets and customer generated tickets

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