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Former Member

hi ... tickets

Can any one plz tell me how the tickets will be handled.

what type of issues r called tickets .how many types of ticks r there.

tell me some tickets with description and also the solution..

how do u do reconcillation ..........

its urgent ...... plz help me ........

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4 Answers

  • avatar image
    Former Member
    Aug 20, 2007 at 10:59 AM

    hai Shruthi,

    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.

    Send u doc to ur mail id, Chk n confirm dasame.

    *********DON"T FORGET TO ASIGN POINTS**************

    Thanks n Regards

    KP

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  • avatar image
    Former Member
    Aug 20, 2007 at 08:33 AM

    hi

    Tickets means,whenever user get an error he/she will create a ticket/Vantive in some tools like vantive tool,heat,etc and assign it to the concerned user group.

    Concerned user group will take the ticket and solve the problem and close the ticket.

    Generally tickets will have the status

    Open

    Close

    Working

    Waiting..

    Priorities could be P1,P2,P3,P4

    P1 should be solved with in Half An hour or 1 Hour

    P2-- 4 to 5 hours

    p3---4 days

    p4-- 10 days..

    Above time limits are not fixed,it depends on SLA's(Service Level Agreemens

    worked in support projects where data loads have to be monitored.

    Regards,

    john

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    • Former Member Former Member

      hi sruthi..

      SAP Tickets

      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.

      Here are some tickets which occur in BW production support( which posted by samara)

      Some of them also have solutions:

      1) RFC connection lost.

      A)We can check out in the SM59 t-code

      RFC Des

      + R/3 conn

      CRD client (our r/3 client)

      double click..test connection in menu

      2) Invalid characters while loading.

      A) Change them in the PSA & load them.

      3) ALEREMOTE user is locked.

      A) Ask your Basis team to release the user. It is mostly ALEREMOTE.

      2) Password Changed

      3) Number of incorrect attempts to login into ALEREMOTE.

      4) USE SM12 t-code to find out are there any locks.

      4) Lower case letters not allowed.

      A) Uncheck the lower case letters flag under general tab in the info object.

      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.

      A)It might be locked by some other process or a user. Also check for authorizations

      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 .

      9) extraction job aborted in r3

      A) It might have got cancelled due to running for more than the expected time, or may be cancelled by R/3 users if it is hampering the performance.

      10) request couldnt be activated because there is another request in the psa with a smaller sid

      A)

      11) repeat of last delta not possible

      12) datasource not replicated

      A) Replicate the datasource from R/3 through source system in the AWB & assign it to the infosource and activate it again.

      13) datasource/transfer structure not active.

      A) Use the function module RS_TRANSTRU_ACTIVATE_ALL to activate it

      14) ODS activation error.

      A) ODS activation errors can occur mainly due to following reasons-

      1.Invalid characters (# like characters)

      2.Invalid data values for units/currencies etc

      3.Invalid values for data types of char & key figures.

      4.Error in generating SID values for some data

      5.tablespace issues

      6.Indexing and table extents problems

      Also check this links,

      Assign points for usefull stuff.

  • avatar image
    Former Member
    Aug 20, 2007 at 11:06 AM

    Hi Sruthi,

    <b>Reconcilation:</b>

    Reconcilation is the process of comparing the data after it is

    transferred to the BW system with the source system. The procedure to

    do reconcilation is either you can check the data from the SE16 if the

    data is coming from a particular table only or if the datasource is

    any std datasource then the data is coming from the many tables in

    that scenario what I used to do ask the R/3 consultant to report on

    that particular selections and used to get the data in the excel sheet

    and then used to reconcile with the data in BW . If you are familiar

    with the reports of R/3 then you are good to go meaning you need not

    be dependant on the R/3 consultant ( its better to know which reports

    to run to check the data ).

    How to do Reconciliation?

    <b>There are two ways for Reconciliation</b>

    1) Create Basic Cube and load the data from the source system. In the

    same way create another cube of type Virtual cube. After creating

    those two cubes, create one multiprovider by using the Basic Cube and

    Virtual Cube, in the Identification of the Multiprovider select two

    cube. Then go to reporting create the query and write on formule to

    compare the values of these two cubes.

    2) See the contents of the basic cube which is there is BW. In that

    screen one Button is there as "SAVE AS". Click that button and select

    as "Spread sheet". Save as .xls.

    In the Source system side also go to T-Code RSA3, select your data

    source which you assigned to the basic cube. Click on execute and see

    the contents. Now again here also select the "SAVE AS" button and

    select the spread sheet and save under .xls file. Ok now your two flat

    file are ready. Now move one file into other by using "move copy". Now

    two flat files are in one excel sheet only in different sheets. Now

    write a formula to compare the values of sheet 1 and sheet 2 in either

    in sheet1 or sheet2.

    Regards,

    Mani

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    Former Member
    Aug 20, 2007 at 11:14 AM

    Hi Sruthi,

    The <b>typical tickets in a production Support work</b> could be:

    1. Loading any of the missing master data attributes/texts.

    2. Create ADHOC hierarchies.

    3. Validating the data in Cubes/ODS.

    4. If any of the load runs into errors then resolve it.

    5. Add/remove fields in any of the master data/ODS/Cube.

    6. Datasource Enhancement.

    7. Create ADHOC reports.

    Solutions:

    1. Loading any of the missing master data attributes/texts - This would be done by scheduling the infopackages for the attributes/texts mentioned by the client.

    2. Create ADHOC hierarchies. - Create hierarchies in RSA1 for the info-object.

    3. Validating the data in Cubes/ODS. - By using the Validation reports or by comparing BW data with R/3.

    4. If any of the load runs into errors then resolve it. - Analyse the error and take suitable action.

    5. Add/remove fields in any of the master data/ODS/Cube. - Depends upon the requirement

    6. Datasource Enhancement.

    7. Create ADHOC reports. - Create some new reports based on the requirement of client.

    Thsese are also some of the common tickets in Production support:

    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 .

    9) extraction job aborted in r3

    10) request couldnt be activated because theres another request in the psa with a smaller sid

    11) repeat of last delta not possible

    12) datasource not replicated

    13) datasource/transfer structure not active

    14) Idoc Or Trfc Error

    15. ODS Activation Error

    You can see the errors in RSMO -- Details Screen, and ST22 for any Short Dumps, and Check RFC entries and SM21 for SYS log Entries.. we can find the failure inf

    For common data load errors check this link:

    /people/siegfried.szameitat/blog/2005/07/28/data-load-errors--basic-checks

    production-support

    Regards,

    Mani

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