tickets

[Ashish Lenka]

What is SAP Production Support - Ticket Resolving
1. How the tickets in production support are resolved? 
2. Give some examples with solutions?
What are the types of ticket and its importance?
This depends on the SLA. It can be like:
1. Critical. 
2. Urgent. 
3. High. 
4. Medium 
5. Low
The response times and resolution times again are defined in the SLA based on the clients requirement and the charges.
This is probably from the viewpoint of Criticality of the problem faced by the client as defined by SAP.
1) First Level Ticketing:
Not severe problem. Routine errors. Mostly handled by Service desk arrangement of the company (if have one).
Eg: a) Say Credit limit block in working on certain documents? 
b) Pricing Condition Record not found even though conditions are maintained? 
c) Unable to print a delivery document or Packing list?
PS: In the 4th faze of ASAP Implementation Methodology (i.e. Final Preparations for GO-LIVE) SAP has clearly specified that a Service desk needs to be arranged for any sort of Implementation for better handling of Production errors.
Service desk lies within the client.
2) Second Level Ticketing:
Some sort of serious problems. Those could not be solved by Service Desk. Should be referred to the Service Company (or may be company as prescribed in SLA).
Eg: a) Credit Exposure (especially open values) doesn't update perfectly to KNKK Table. 
b) Intercompany Billing is taking a wrong value of the Bill. 
c) Need a new order type to handle reservation process 
d) New product has been added to our selling range. Need to include this into SAP. (Material Masters, Division attachments, Stock Handling etc.)
3) Third Level Ticketing:
Problems could not be solved by both of the above, are referred to Online Service Support (OSS) of SAP Itself. SAP tries to solve the Problem, sometimes by providing the perfect OSS Notes, fits to the error and rarely SAP logs into our Servers (via remote log-on)for post mortem the problem. (The Medical check-up client, connections, Login id and Passwords stuff are to be provided to SAP whenever they need or at the time of opening OSS Message.)
There are lots of OSS Notes on each issue, SAP Top Notes and Notes explaining about the process of raising a OSS Message.
Sometimes SAP Charges to the client / Service Company depending on the Agreement made at the time of buying License from SAP.
Eg: 1) Business Transaction for the Currency 'EUR' is not possible. Check OSS Note - This comes at the time of making Billing. 
2) Transaction MMPI- Periods cannot be opened – See OSS Note.
There are many other examples on the issue.
4) Fourth Level Ticketing:
Where rarely, problems reach this level

Those problem needs may be re-engineering of the business process due to change in the Business strategy. Up-gradation to new Version. More or less this leads to extinction of the SAP Implementation.
The discussion topics of this blog will generally fall into three broad categories: 
Support Strategy - Companies that are just going live with SAP can gain insight on the best way to set up their support model. I'll address resourcing, governance, support processes, program management and Centers of Excellence. 
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Support Optimization - Discussion of supplemental support outsourcing and ways to reduce TCO. We'll also look at methods to help the user base optimize the System and better utilize the Support Team for long term SAP success.