10/13/2016 TicketsysteminsupportprojectsSAPABAPConsultantsSAPABAPConsultant|Sapnuts.

com

You are here Sapnuts.com (/) Courses (/courses/) SAP ABAP (/courses/core-abap.html)
SAP ABAP Consultant (/courses/core-abap/sap-abap-consultants.html)
Ticket system in support projects SAP ABAP Consultants (/courses/core-abap/sap-abap-consultants/ticket-system-support.html)

Ticket system in support projects SAP ABAP

Consultants
Last Updated: June 2nd 2015 by Ashok Kumar Reddy (/user/ashokkumarreddy-1.html)

What are the role and responsibilities of an ABAP Consultant in Support projects ? SAP ABAP
support consultant roles and responsibilities

+ -
Handling tickets is called Issue Tracking system. The errors or bugs forwarded by the end user to the support team
are prioritized under three priorities High, Medium and Low. Each and every priority as got its time limits before that
we have to x the error.

The main job of the supporting consultant is to provide assistance on line to the customer or the organization 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 analyses,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 raised 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 xed, 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.

https://www.sapnuts.com/courses/coreabap/sapabapconsultants/ticketsystemsupport.html 1/4
10/13/2016 TicketsysteminsupportprojectsSAPABAPConsultantsSAPABAPConsultant|Sapnuts.com

These are the process. In summary, what I understand is that if any con guration 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 the implementation 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 nish 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 con guration 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.

Related Lessons

Learner Questions

may i know the detailed explanation on the terms 1.New plant 2.SP con guration.... thank you...your
lessons are very helpful (ticket-system-support/80.html)

Please Sign in to ask a question (/site/signin/)

https://www.sapnuts.com/courses/coreabap/sapabapconsultants/ticketsystemsupport.html 2/4
 10/13/2016 TicketsysteminsupportprojectsSAPABAPConsultantsSAPABAPConsultant|Sapnuts.com

Was this lesson helpful to you? Yes No 99 People out of 101 think this lesson helpful

Learn SAP Courses online, SAP Certi cation mock exams and SAP tutorials

SAP ABAP Tutorials, SAP ABAP Online Training, SAP Webdynpro for ABAP, Webdynpro for ABAP tutorials, Webdynpro
for ABAP online training, SAP Work ow training, SAP Online Training, SAP Certi cation, SAP Training, SAP mock
exams, SAP Exams, SAP ERP, SAP Interview questions, SAP ABAP interview Questions

SAP ABAP Course Content

SAP Introduction (/courses/core-abap/sap-intro.html)

SAP ABAP Consultant (/courses/core-abap/sap-abap-consultants.html)

System Landscape and Introduction to ABAP/4 (/courses/core-abap/system-landscape.html)

Data Dictionary (/courses/core-abap/data-dictionary.html)

Internal Tables and Work Areas (/courses/core-abap/internal-table-work-area.html)

Select Statements types (/courses/core-abap/select-statements.html)

Selection Screen Design using SAP ABAP (/courses/core-abap/selection-screen.html)

Modularization techniques in SAP ABAP (/courses/core-abap/modularization-in-abap.html)

Classical Reports in SAP ABAP (/courses/core-abap/classical-reports.html)

Interactive Reporting in SAP ABAP (/courses/core-abap/interactive-reports.html)

Menu painter in SAP (/courses/core-abap/menu-screen-painter.html)

ALV Reports (/courses/core-abap/alv-reports.html)

Sapscripts (/courses/core-abap/sapscripts.html)

Smartforms (/courses/core-abap/smartforms.html)

https://www.sapnuts.com/courses/coreabap/sapabapconsultants/ticketsystemsupport.html 3/4
10/13/2016 TicketsysteminsupportprojectsSAPABAPConsultantsSAPABAPConsultant|Sapnuts.com

Batch Data Communication (/courses/core-abap/bdc.html)

Open SQL Statements in SAP ABAP (/courses/core-abap/open-sql.html)

SAP memory and ABAP memory (/courses/core-abap/SAP-abap-memory.html)

Performance Tuning in SAP ABAP (/courses/core-abap/performce-tuning.html)

Control break statements in sap abap (/courses/core-abap/control-break-statements.html)

Enhancements in SAP (/courses/core-abap/sap-enhcements.html)

BADI in SAP (/courses/core-abap/badi-sap.html)

SD and MM ows in SAP (/courses/core-abap/sd-mm.html)

Dialog Module Pool Programming (/courses/core-abap/module-pool.html)

String Operations and eld symbols (/courses/core-abap/strg-operations.html)

SAP ABAP real-time scenarios (/courses/core-abap/sap-abap-real-time.html)

MM Basics for ABAP Consultants (/courses/core-abap/sap-mm.html)

SD Basics for ABAP Consultants (/courses/core-abap/sd-basics-for.html)

Lesson Navigation
ABAP Consultant Roles and Responsibilities (/courses/core-abap/sap-abap-consultants/abap-consultant-
roles.html) Previous Chapter
Next Lesson System Landscape and Introduction to ABAP/4 (/courses/core-abap/system-landscape.html)

2016 SAPNuts.com Contribute (/data/) Terms (/site/terms/) About (/site/about/) Contact (/site/contact/)
Feedback Facebook (http://www.facebook.com/sapnuts) Twitter (https://twitter.com/sapnuts) Google
(https://plus.google.com/+Sapnuts/)

https://www.sapnuts.com/courses/coreabap/sapabapconsultants/ticketsystemsupport.html 4/4