support

[Former Member]

Hi SAP Gurus,

What are the general questions can be asked in Support.

Atleast 5 questions plz.

[Former Member]

Dear Sabina,

Please find the general questions related to Support project:

1) how to issue the tickets in support project?

Ans: In support project there should a SAP Support Team and the team members are given an ID , If the user gets any errors he can issue the tickets to that ID for a particular Consultant.

2) what are the software tools used in the software project?

Mercury Interactive has a good testing tool, its by On Demand Software.

There are cost considerations as well to factor in.

Remedy is another best of breed package for managing support tickets. It is probably the most user friendly one out there. The thing you want to check out with the tracking software is the reporting functionality. Remedy is decent. Lotus can interact with SAP especially if Workflow and notifications is turned on. Not sure what else you want to do with Lotus. Documentum is good for Knowledge Management. Solution Manager I believe has built in KM, so you may want to investigate that before looking at outside tools.Not sure what PICA software does.

3) What was the SLA time?

It means what was the service level agreement for solving the ticket and the time to solve them is done in SLA. Tickets are generally divided as High, Medium, Low Priority.

4) What was the project structure?

it means how many modules were there. what was the team structure. I mean offshore and onsite team and how the coordination takes place between them.

5) Typical issue faced in the project?

Which means what were the kind of tickets solved.

I will suggest you to visit http://sap-img.com/sap-sd.htm. It will give you the overview of SAP SD module.

Moreover there is a separate section of FAQs with answers which will help you in great deal.

Hope this helps you.

Do award points if you found them useful.

Regards,

Rakesh

[Former Member]

Salient Features In Support Project:

Providing support to the post implementation project

Resolving all user related issues

Creating reports using ABAP Queries as per the customer requirements

Creation of new sales offices in SAP system

Set up new sales areas

Creation of New Sales Order types, Delivery types and Billing Types for new Plant

Basic support on Sales activities related to sales order processing delivery and billing

Updating the number ranges during the year end

Providing training as per the users manual

Support Responsibilities:

Resolved SD related Tickets that are received from users.

Handled tickets within the agreed service level agreement.

User training - SD Module.

Reports have been created with Info-structures and ABAP queries as per requirements.

Made necessary configuration changes and tested whenever needed.

Developing systems to meet Customers Requirements.

Inter-department co-ordination for SAP related activities.

Updating & Monitoring of Master data in SAP.

Migrated data into SAP whenever needed from legacy system

To add more

1. Handle regular tickets

2. Need to develop new output types with the help of ABAPer

3. issues related to pricing / taxes etc

4. Do some config changes based on need ex: create new sales group/sales office/new doc type/ new condition type etc

5. Need to add some routines/requirements based on need

6. to add some anything new you have make a Functional specs

Regards.

[Former Member]

Hi,

If you are working with MNC client you can expect questions as below,

--What are the typical scenario you solved give 2 to 3 instances.

---Interfaces on ALE and EDI,what is the errors and their solution.

---Output determination.

-RICEFhave you worked any of the ricef and explain how you write functional spec. for that and their logic.

---SLA(priority of the tickects)

Hopefully above will give you some extent of knowledge in any of the support project.

Regards,

Chandra