What is SAP Ticket How to Take and Resolve in Real time. When you working on supporting projects how to deal with taking and resolving tickets in real time is the key factor in your job responsibility. Who are looking to start career in SAP industry and who have just started their SAP career should be well aware of SAP Tickets and how to receive and how to resolve and how to close tickets in SAP. Here in this post we are providing step by step procedure to taking and resolving the tickets in SAP real time.
SAP Tickets How to Take and Resolve in Real time
As a SAP consultant you are working in a consultancy company and, you are allocated for a support project of their client. In this scenario your consultancy company may use solution manager or a third party software to manage tickets in real time. SAP tickets will raise by the users in solution manager or in third party software, with issues what they are facing. Then these tickets are allocated to a consultant, if it is technical issue technical consultant will takes care about it or it is a functional then functional consultants will resolve the issues. After raising tickets, as a consultant how you to take up and resolve a ticket which is raised by user is explained in below procedure.
SAP Tickets - Steps to Take and Resolve in Real time
Follow below steps when tickets are allocated to you in real time
1) Check for Priority
2) Check for Information provided by the User
3) Understanding the Issue
4) Intimate the Solution to User
5) Take Precautions Before Doing Changes
6) Do Configuration Changes and Test Application
7) Prepare Documentation for Changes
8) Ask User to Test Application
9) Closing the Ticket
Now let's discuss about each and every step in detail when you deal with tickets in real time in SAP
First we need to look at the priority of the ticket whether it is low, medium or high priority. If it is in high priority, this could be addressed immediately. Low and medium tickets, you can have a certain limit of time to complete. Be sure that depending up on the priority level decide your self.
Check for Priority
First we need to look at the priority of the ticket whether it is low, medium or high priority. If it is in high priority, this could be addressed immediately. Low and medium tickets, you can have a certain limit of time to complete. Be sure that depending up on the priority level decide your self.
Check for Information Provided by the User
SAP Consultant has to check the information which has been provided in the tickets by the User. If you don’t get sufficient information, or if you don't understand the issue then give a email to him or discuss over a phone. For example, User has pasted the description of an error. With this, sometimes it is not possible to work on the issue, hence, get the details like Transaction code, at what step the error is triggering etc. Discuss with user to get more information on issue to resolve.
Understanding the Issue
This is very important step in resolving the issue. Consultant has to understand the issue which has been raised by the User. In case, you are not aware about this issue or any clarification required, then have a discussion with the user or send an email to him. If you are not able to understand, discuss with the team, high authorities and try to understand about the issue. If you don't understand you con't do anything with the issue.
Intimate the Solution to the User
After working on the issue, first intimate the solution to the user. In case if it is a minor issue, discuss over the phone and send an email and then issue can be closed. If any configuration changes need to be done, then inform the solution and user must need to be satisfied with the solution provided by you. Once, consultant solution is accepted by the user, then proceed to do the configuration changes.
Take Precautions Before Doing Changes
Before doing any configuration changes to the application, analyze the impact of the changes which you are making and also check the side impact like impact on other modules for the changes that you are making. If there is some impact, if it is important, then inform the impact of the changes to your project manager and if required to the User. When you want to make configuration changes take permissions from your higher authorities, it could be better for you.
Do the Configuration Changes and Test Application
In this step, you can go ahead with configuration changes and ensure transport request saved correctly. Testing is compulsory for the each configuration changes. Consultant has to test in the development server. If you are satisfied with the solution go to next step of documentation.
Prepare Documentation for Changes
Document’s has to be made for configuration changes which are done in development server. Example, Change realization document. In case of ABAP efforts is involved, then relevant document should be prepared. Example like functional specification document and technical specification document etc. after preparing the document, it should go for project manager approval and then, transport request can be released to quality server.
Ask User to Test Application
Here, once after transport request released from development server to quality server, then User has to test the application and confirm that issue was resolved.
Closing the Ticket
After confirming by user, release the transport request to the production server and close the issue or ticket.
These steps to be followed when you working with SAP Tickets - how to take and resolve in real time.
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