Time Tickets

[Former Member]

Can somebody explain to me about time tickets.

Regards,

Shruti

[sikindar_a]

while updates absences in IT2001 it has to deduct in 2006

but for some employees it is deducting but for some employees it is not deducting

if there is wrong in deduction rule than it shd not work for any employee

wht might be the reason ???

i check PT_QTA10 same thing exists working fine for some and not working fine for some other employees

This is the ticket raised from my client check it

[Former Member]

so the word ticket means exactly what a question or what.

I understood ur question but still what can u elaborate for the ticket.

Regards,

Shruti

[sikindar_a]

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

[Former Member]

Hi Sruthi,

Ticket is Query given by the client, we use this terminology espcially when you are in support projects.

When client got any problems they have to send the problem in a formal document in specified template.(is call ticket)

Which can be send to Lead of the team or dirctly to consultant

Regards

[Former Member]

what is

1) work group

2) CIS

regards,

shruti

[Former Member]

what is

1) work group

2) CIS

Regards,

shruti

[Former Member]

This general networking term

people who work for specific reason

For Ex work for specific project. are work group all the systems put together in to one work group

Regards

[Former Member]

can u elaborate CIS

regards,

shruti

[Former Member]

Where u seen this word CIS

Regds

[Former Member]

CTS it was typo mistake.

see above in sikinders explanation

Regards,

shruti

[Former Member]

Transactions and Tools in the CTS

The Change and Transport System (CTS) provides you with tools for recording the changes you make to Repository objects and Customizing objects, and for distributing these changes within the system landscape. The CTS offers the team members of a software development or implementation project transactions in the SAP System and programs at the operating system level.

The Transport Organizer provides functions for creating, documenting and releasing change requests during the Customizing and development process. The Transport Organizer is designed specifically for use by the development team and the project managers of a development or implementation project.

The Transport Management System (TMS) supports administrators in organizing, performing and monitoring imports. The TMS also helps you to set up your system landscape, particularly the configuration of the transport routes.

The transport tools tp and r3trans are programs at the operating system level. They do not usually have to be executed by the user directly since they are called automatically by the CTS. The transport tools communicate with the SAP System and the database, and export and import requests.

Regds