Ticketing Process

[Former Member]

Hi,

Good morning to all,

Can any one explain me about Ticketing process in FICO,

How many levels do we have in this, who will rise the ticket and when it will closed.

Have a nice day

Thanking u,

[Former Member]

hi

kindly note that all issues (service requests or incidents or change requests ) shall be addressed by a ticketing system.

most companies use third party software to do this based on the requirements by business.

SAP Solution manager 7.0 uses the CRM engine and you can map the application components to be assigned to the Level 1/2/3 support team based on the complexity of the ticket. you should create a Organization structure of the support team and map this to the Contracts for service types.

The organization normally enters into SLA with the business for ticket resolution.

Basically you will have to sit with the business teams to arrive at the acceptable SLA.

for example a Vendor creation should not take more than 3 hours while a complex issue like SD/Accounting integration will need more time to analyze and resolve.

regards

eashwar

[Former Member]

Hi,

one more point to add the above points,

Each and every company maintain separate tool to track the issues or tickets, means how the user raise the issue to the support team, how the support team will received the tickets etc. the tools are ex. lotus, etc.,

Regards

[Former Member]

Thanks a lot guru,

But I need small clarification who will rise the ticket end-user or consultant.

Can u just explain it briefly

Thanking u

[Former Member]

Hi,

Mainly End users only will raise the tickets...

As a functional consultant, you should solve the ticket depends upon the priority...

Regards,

Mohan.

[Former Member]

Thank you now u got an idea.

Thank you very much

[Former Member]

Hi Shrereddy,

The ticketing process normally in SAP is 3 levels.

That is, High Priority, Medium Priority and Low priority.

If it is High Priority, you should solve the issues within 2 hrs or 3 hrs.

If it is Medium Priority, you should solve the issues within 4 to 6 hrs or 8 hrs.

If it is Low Priority, you can solve the issues within 8 hrs or next day itself...

The time dependencies may depends upon the client to client.

For your kind information, The issues priority is not separate for FICO, SD, MM and other modules. It is common for all the modules.

I think this is clear your doubt. If not please revert me back.

Regards,

Mohan.