Types of Tickets

Question

Hi experts,
Can some one please tell me
1)  what types of tickets do we get in production support project?
2) how do we solve them?
if some one can send docs relating to tickets it would be appreciable,
mail id is [email protected]
thanks in advance
Mazhar

Answer 1

Hi Mazhar,
Check out this doc. It definitely helps you
what are SAP Tickets.
SAP Tickets are nothing but problems or issues raised by the end customer in a company where end users are running SAP project.
Once the SAP project is implemented, support phase begins. Support team is responsible for solving the tickets/issues in day-to-day business.
For any support project, customer will set up Help Desk. If any problem occurs customer will call Help Desk and register the issue/Ticket.
Different companies use different software products to manage SAP Tickets. Remember this software is not provided by SAP. It is third party software. There are many software products in the market like Manage Now et c. You can call these software products as tools.
All tools will provide the common attributes which are listed below-
1) Every user will be provided with user name and password to enter into the tool
2) We can see the tickets assigned for a particular user name.
3) You can list all open tickets by giving the Date Range
4) You can list all closed tickets by giving the Date Range
5) You can list out all the open tickets assigned for an User
6) You can list out all the closed tickets assigned for an User
7) You can see the description of the Ticket, by entering the Ticket Number. You can see who had raised the Ticket, what is the problem. What is the severity of the Ticket?
There are lot many other attributes like you can transfer the Ticket to another user etc.
What is the severity of the problem Ticket?
When a Ticket is raised, it will be given severity. There are following severities. It may vary from company to company.
Severity 1
Severity 2
Severity 3
Severity 4
The severity will be decided based on the business critical impacts.
If there is large impact on the business it
will be given 1 severity, if it is having least impact then it will be given 4.
Severity 1 problem tickets should be solved in 8 hours.
Severity 2 problem ticket should be solved in 16 hours.
Severity 3 problem ticket should be solved in 15 working days.
Severity 4 problem ticket should be solved in 30 working days.
Again the no of days may vary from one company to another.
All these things will be decided when giving the contract to the IT
company. The agreement is called as "SLA".
SLA stands for Service Level Agreement.
What happens if a particular ticket is not solved by the IT company
according to the SLA/Contract?
The Customer imposes fine on IT company as per the contract/SLA.
Errors in Extraction
1) RFC connection lost.
2) Invalid characters while loading.
3) ALEREMOTE user is locked.
4) Lower case letters not allowed.
5) While loading the data i am getting messeage that 'Record
the field mentioned in the errror message is not mapped to any
infoboject in the transfer rule.
6) object locked.
7) "Non-updated Idocs found in Source System".
8) While loading master data, one of the datapackage has a red light
error message:
Master data/text of characteristic ZCUSTSAL already deleted
1)extraction job aborted in r3
2) request couldnt be activated because theres another request in the
psa with a smaller sid
3) repeat of last delta not possible
4) datasource not replicated
5) datasource/transfer structure not active
Issues faced during the implementation :
1. Slippage of milestones
2. Incorrect or wrong design
3. Reporting format problems
4. Data not matching or reconciling problems
5. Issues discovered during testing leading to redesign
6. Performance issues
7. Requirements misinterpretation
9)check the data same in source system and target system ( i mean suppose u are extarcting from r/3 after loading check ur data r/3 and bw same or not.
10)that is abap code, i didnt understand ur question properly.
11)
12) generic extarction, if ur businees contect satisfy ur requirement u go for generic, suppose u need data from different tables go generic with view with 1:1 relation 1:M relation for function module.
13)v3 update back groud job is in lo
14)its superior info object, u can find this in master data tab .
15)
16)tuning we will go for improve query performance (compression, aggregates, partation, index, rollup, precalculated web tneplates.)
17) rsa7(check with some one)
18)bw statics for find data base time and olap time and frontend time(based on u can improve query performance create like aggra comp , indices etc..)
19) direct chain only one chain , meta chain if u have more than one chains
load errors u can solve manually, other than load errors u can wait right click and repeat.
20)
21) u cn cteate other cube and traansfer, but data space waste.(bec structures will be deffi)
22) u mean data source enhancement.or not(let me know)
23)rsap0001( for customer exit variables) 001 for transaction data 001 attributes, 003 text 004 hierchies.
24)web application design , its like same bex, but report will execute in browser.
25)
26) arrangement of process are called process type and we can use varient and start process for back ground jobs.