User Issues, Tickets in Production Support

Hello,
What are the general issues and tickets that we get when we are doing production support ?
How to support payroll in a live environment ?
TIA

Hi,
In Payroll live support mostly user mistakes will be there, i.e. Postings of IT0014 might be done in IT0015 and also entering wrong details might be the reason. Whatever the issue in payroll please analyse the problem in your perview and try to give possible answer in you authorization, if unable contact SME's.

Similar Messages

Can explain tickets about production support with solution?

Hi all,
can please explain about production support and the issues faced in support project.
and want some tickets about production support with solution
like info package failure,data load failure etc such things.
regards
s ram

Hi
See this links
support issues
http://www.sap-img.com/business/daily-tasks-in-support-role-and-infopackage-failures.htm
https://www.sdn.sap.com/irj/servlet/prt/portal/prtroot/com.sap.km.cm.docs/documents/a1-8-4/effective%20sap%20bw%20system%20management.pdf
Search the forums for more such threads
Cheers
N Ganesh

What are 'tickets' in production support?

Hi BW Experts,
I never worked in production support. I know what type of errors occur in production support. I want to know how they are solved. I read in the previous posts about 'tickets' are generated. Are they like some bug numbers? how are they transferred to the technical person who is going to fix them?
Thanks
Ranjani

Hi Ranjani,
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.
Assign Points if it helps.
Regards,
Bharath

Tickets in production support

hi all,
urgent urgent
can any one send me tickets or issues generally we face in support environment. how to resolve them
help highly appreciated
thanks in advance.

Also check the links
http://www.sap-img.com/basis/problems-with-multi-clients-in-one-sap-production-instance.htm
http://www.thespot4sap.com/Articles/SAPImplementationRisks_11.asp
http://www.hyperformix.com/default.asp?Page=507
http://www.lxe.com/releases/06-20-00_lxe_lucentsap_casestudy.pdf
http://www.sappro.com/downloads/technical_guides/abapTestingTOC.pdf
Hope thisll give you idea!!
<b>P.S award the points.</b>
Good luck
Thanks
Saquib Khan
"Some are wise and some are otherwise"

SEM production support issues...

Hi,
Right now I need to work on production support in SEM.
Can any one provide me list of issues faced in Production support.
Thanks
Krishna

Hi Krishna;
The common production issue on BPS would be the following:
1. Slow Performance on Layout; Function display.
2. Locking issues.
3. Layout not executable because of the dataslice.
4. wrong data written into the cube
5. Not displaying all the master data list for example If they are planning on cost center...not all the cost center displays on the list.
Hope this helps.
BK

ABAP Production Support Activities

Hi All,
can someone post me any checklist related to ABAP support? or else can draft the activites involved in ABAP support?
Thanks for your time.
Regards,
Chandrasekhar.
Edited by: Venkat Chandrasekhar Nalla on May 21, 2008 9:31 AM

Hi,
support Activities,
1. Handling tickets
system and customer Generated ticktes
2. Monitoring Process Chains
3. Enhancements
4. Checking System Performance
5. Performance tuning Activites
1. creating aggregates
2. Compression
3. Indexes
and so on
Check this threads for more info..
support issues
tickets in production
Regards,
Raj.

Issues in production support

hi,
can any one send me documents related to Production support issues and how to fix them.
you can mail me at [email protected]
thanks,
ram.

Hi,
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
frequent load failures during extractions and how to analyse them?
If these failures are related to Data, there might be data inconsistency in source system. Though we are handling properly in transfer rules. We can monitor these issues in T-code -> RSMO and PSA (failed records) and update.
If we are talking about whole extraction process, there might be issues of work process scheduling and IDoc transfer to target system from source system. These issues can be re-initiated by canceling that specific data load and ( usually by changing Request color from Yellow - > Red in RSMO). and restart the extraction.
As to frequent failures and errors , there is no fixed reason for the load to be fail , if you want it for the interview perspective I would answer it in this way.
a) Loads can be failed due to the invalid characters
b) Can be because of the deadlock in the system
c) Can be because of previous load failure , if the load is dependant on other loads
d) Can be because of erroneous records
e) Can be because of RFC connections
These are some of the reasons for the load failures.
****Assign Points If Helpful****
Thanks,
Amith

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We are all iphone users just like you.
Do you have a question for fellow iphone users?

Post production support Issues

Gurus,
Can anyone provide me with PA/OM production support issues with the solutions..will be obliged
Regards
Eliz

Hi Eliz,
For the post production issues like,
1. create new employee sub groups,
2. create new payroll area
3. create new wage type( transport allowance) in infotype15
4. delimit the wagetypes which may allowances will not pay future.
5. payslip error
6. employee getting double pay
7. configure of new nationality
8. configure of addtional dependents
9. create new infotypes for schools, dependent visa's etc.
Hope you cleared
Vijay

CAn anyone send me documents related to key production support issues

CAn anyone send me documents related to key production support issues in SD and MM
thanks &regards
aman

Hi Priya,
Please find the below link to have a very good stuff on Foreign Trade;
http://help.sap.com/bp_bblibrary/500/html/G09_ForgTrade_EN_IN.htm
Please Reward If Really Helpful,
Thanks and Regards,
Sateesh.Kandula

Hi All, can i have some production support issues with rootcasue and resolution for SAP TM?

Hi All, can i have some production support issues with rootcasue and resolution for SAP TM?
Thanks,
Sreenivas

Hi Sreenivas,
I would recommend that you read the Rules of Engagement and other documents in the Getting Started link (top right) before posting anymore. Your Discussion will most likely get reported as non-specific and get removed. If you have a specific problem with TM, please post it in a new thread with error messages, version and SPs installed, and how the error occurs and what you are trying to get TM to do.
There are a lot of resources available in the TM Overview page which can help, so start there and maybe also look at some of the MKS (Monday Knowledge Session) recordings which should also be listed. There are also a lot of experienced people who can help resolve issues your TM installation, but you need to provide enough information on the problems you are having. If you are just looking for information on past problems, do a Search or simply browse through past Discussions which are marked with a green Check (Correct Answer).
Regards, Mike
SAP Customer Experience Group - CEG (and a Moderator)

Production support - major issues or errors

Hi,
I am newly placed in SAP BI 7.0 .
I am into production support.
What are the most problematic issues or errors one face in Production support?
I have checked the forum and found some errors which are common and may occur regulary, but i would like to know about some of the biggest challenges and their solutions.
regards.
akshara
Please check the forum before posting
Edited by: Vikram Srivastava on Sep 25, 2010 8:42 PM

Hi akshara,
this could be one good link i found out because major issues with solution during production support have been given here..
http://indelasap.blogspot.com/2009/04/sap-bi-production-support-issues.html
http://proradian.com/blog/
thanks ,
aravind

Mostly what are issues we get for production support in hyperion planning project ?

mostly what are issues we get for production support in hyperion essbase project ?

When is the interview
Cheers
John

Mostly what are issues we get for production support in hyperion essbase project ?

mostly what are issues we get for production support in hyperion essbase project ?

This seems obviously an interview question, especially since you have asked an identical question in the Planning space: mostly what are issues we get for production support in hyperion planning project ?

Can any explain APO -DP/SNP production support.

Hi sap gurus..
this is suresh ,i am new for APO -DP/SNP production support,
exactly what my role and responsibilities in production support,what i can do
please any one healp me i am very thankful to them.
regards
suresh kumar

Hi Suresh,
In DP/SNP production support,
1) You need to monitor business related background jobs on daily/weekly/monthly basis
2) You need to analyse and take corrective actions for failed jobs
3) Any production related issue, you may receive tickets and accordingly you need to analyse the issue and find out suitable solutions in line with client
4) Documentation activities if any needs to be carried out
5) For system downtimes/incidents, suitable back ups/job retriggerings needs to be done
6) In DP, updation of CVCs/planning book data extraction if any needs to be carried out.
Regards
R. Senthil Mareeswaran.

User Issues, Tickets in Production Support

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