Handling tickets is called Issue Tracking system.

The errors or bugs forwarded by the end user

to the support team are prioritized under three severity High, Medium and Low. Each and every
severity as got its time limits before that we have to fix the error.
The main job of the supporting consultant is to provide assistance online 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
analyze, to actuate and to give the right solution in right time. This is the job of the support
consultant.
The open 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 open tickets handling 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, Medium, 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 administrator)
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 SAP 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 open tickets 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 e.g. 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.

Common Errors in APP (Automatic Payment Program)

Common errors encountered while executing F110 (APP) and resolutions are
listed out here, hope these are helpful to troubleshoot the errors.

1) No valid payment method found

Maintain payment method in vendor master or in the invoice. Payment method has to be maintained at either in
vendor master or in the vendor invoice

2) Company codes XXXX do not appear in proposal XX.XX.2011 XXXX( Run date & Identification)
Please check if you have any open items for the vendors or not for the dates you are running proposal. Check with
FBL1N report for the chosen vendor. This is telling you that F110 could not find any records that meet those criteria.
As it is a generic message and the error can be because of any reasons or combination of multiple reasons.
A review of the additional log should help you to identify exact reason for not selecting a particular invoice.

3) Payment in Currency XXX, payment method X: No valid payment procedure

The payment program could not find a combination of payment method and house bank account with which the
payment can be carried out.
You might have restricted the payments for a particular currency/ currencies; you may have to change currencies
restrictions if required.

4) Account XXXXXX XXXX (Vendor Account number and Company code) blocked by Payment proposal
XX.XX.2011 XXXX (Run Date & Id)
Once you make a proposal for a vendor, you cannot create another proposal for the same vendor unless and until
first one is completed i.e. payment run is over. Unless payment run is over, vendor is locked for another proposal
Option1: complete the earlier proposal and continue the current proposal
Option2: Delete the earlier proposal and continue the current proposal

5) Minimum amount has not been reached

If your vendor due amount is less than threshold minimum amount, then your invoice will go into exception list in
F110. That means that the amount less than the minimum amount specified in the configuration will not be paid.
Exception is that if the payment method is maintained in the invoice, system will not consider the minimum amounts.
That means you can pay the amounts less the minimum amount by giving the payment method at invoice level.

6) Account or Invoice is blocked for payment

Item is blocked for payment means that the Invoice is blocked for payment. You need to manually unblock the invoice
or wait for it to get unblocked. Account is blocked for deletion means that the vendor is blocked for payment remove
the block in XK02 transaction or see it is flagged for deletion in XK05

7) Required details are no maintained in Vendor Master

If you select the Street/PO Box Postal Code, Bank Account number as mandatory in the FBZP Configuration and
those details are not maintained in the vendor master system throws an error.

8) No pymt possible because items with a debit bal.still exist; see job log ( Contributed by Godavari
SAP Ravi Sankar Venna)
If a vendor has debit balance, it will be shown under exception list with this message. Automatic payment program will
pay a vendor with credit balance only.
If there is a debit balance on vendor due to any down payment, that needs to be adjusted while making the payment
for invoice. Otherwise, only making payment to invoices would be incorrect and the down payment would remains the
same on the account.
Therefore, it needs to be configured in FBZP.
==> All Company Codes
Include the special G/L indicators to be paid. Then they will also be selected within the payment and the invoice
amount would be adjusted accordingly.

9) Withholding tax information missing from line items ( Contributed by Aniruddha B Mahalle )

This error is because, if we update some with-holding tax parameters in vendor master after posting some vendor
transactions.

In order to resolve this error, follow these steps:

1.

Delete the payment proposal in F110 transaction in which the aforesaid error occurred.

2.

Go to SAP transaction SA38 and enter the program name: RFWT0010

3.

In the next screen, mention the affected vendor or range, mention your company code,
mention the date specifications, select following options as per your requirement

4.

Add new with-holding tax types

5.

Copy with holding tax codes from master record

6.

Also down payment and partial payments with with holding tax codes

7.

Do not enter withholding tax code

8.

Delete w/tax no longer relevant.

Check the result in 'TEST' mode first and then do the update run.
Again generate the payment proposal in transaction F110 and now we can edit (reallocate) the items which were
affected earlier due to the withholding tax error.

What is an SLA? a brief?......

SERVICE LEVEL AGREEMENTs normally are part of a contract between a customer and a
service provider.
It means to have guaranteed reaction or resolving times for incidents (= trouble tickets).
For instance you could have defined the following SLA levels For example:
Gold: Reaction time = 30 minutes, resolving time = 4 hours
Silver: Reaction time = 4 hours, resolving time = 24 hours
SLA parameters could be in terms of :
1. Response time (technician on site within a specified time)
2. Operating time/availability time (working time of the service or support center)
3. Downtime (maximum number of breakdowns per year)
4. Availability (assured system availability in %)
5. Solution time (maximum period of time allowed for the solution of a problem)

Project Preparation (Phase 1): This is the part where only the top line of the team, like project manager,
Project architect etc. come into picture. In this phase they decide, how to move in for the project, how many
consultants of which all modules and of what seniority level will be required. Secondly the timelines i.e for
Blueprint how much time and so on and so forth..
Blue Print
(Phase 2): This is the most critical phase as of the entire project is concerned. In this Phase the consultants
get in touch or have the initial one to one with the Client. They discuss about the project, how to proceed.
Two important words or terminology come into picture that is AS IS and TO BE. AS IS nothing but how the
organizational process is running currently , for this the Consultants prepare a questionnaire , gives it to the
company in concern and thereby gather information. After that they show the client , the TO BE process or
what will happen when SAP is installed and what and how will be the outcome will differ from before.
Depending on this AS IS and TO BE, consultants find out the gap underlying and on this the GAP ANALYSIS is
done. In this part most of the functional specs are done or what new Z Reports will be created. And after all
has been shorted out, the practical work starts , in the next pahse.

Realiazation