User Change Request During Support Phase

What is CR (change Request) and how it is works and what are steps?
Introduction
Change Request comes from the user in support project. After implementation,
end user wants something to be added or modify to the existing configuration in
SAP. Before doing CR the consultant must make analysis on CR the effects on
existing process and before doing CR consultant must be get approval from the
authorities.
Support Phase
Change Request comes in support phase of a project after implementation, any
kind of change in the existing process or any improvement or any type of change
as per the user request.
It may include ABAP change, or sometime configuration change in both the cases
functional consultant have to do the feasibility study and impact of change to the
existing process flow and act accordingly.
SAP Solution Manager
Change Request can be maintain in SAP solution manager if you have
configuration in your project.
Regarding the process step, yes, it has proper approval process, but again that
depends on your organization setting and level of approvers.
In my project a CR must be approved from:
1. Requestor of the CR
2. BPO of the Module say MM
3. CEO of the company.
After only when you received the duly singed CR, you are allowed to move the
changes means CR contained to Production system.

One more thing I like to add is that CR is always created for major changes in the
system, else generally support message are created for minor modification.
SAP Support Consultant
How a support individual will receive Tickets/issues from client?
There is a tool called ovsd through which support consultant can handle the
tickets generated or through mails and phone calls. Through help disk (call
center).
Ticketing Tools
What are the ticketing tools available and Which you are using and is there
any severity defined?
In SAP tickets from the user can be managed using SOLUTION MANAGER
(solman).
In my configuration for solman we have defined four type of severity
1. Low time startdate+5day
2. Medium startdate+3day
3. high startdate+1day
4. Very High on the same day
This is one of the ticketing tool we have used in our project.
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