Handling tickets is called Issue Tracking system.

The errors or bugs forwarded by the end user to the support team are prioritized under three seviority High, Medium and Low. Each and every seviority as got its time limits before that we have to fix the error. The main job of the supporting consultant is to provide assistance on line to the customer or the organisation 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 analyse,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 arised 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 fixed, 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. 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 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 theimplementation 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 finish 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 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.

Find the Examples of Tickets,

Billing Document not released to accounting / Accounts determination: To resolve the error, you can analyze account determination in the billing document. Process: Goto T.Code: VF02 & Enter Invoice number Next (On the top most strip) goto Environment Next (Select Environment) go to Account determination Next (In Account Determination) select Revenue Account Determination (first option) This will list all the condition types in the Billing document & analyze each condition & check for which G/L accounts is not determined. Possible errors: 1. VKOA not maintained for required combination Solution: Maintain the combination in VKOA. 2. Account Assignment of Customer / material not maintained in Customer / Material Master (If maintained in combination in VKOA). Solution: Option 1 (Standard solution): step 1: Cancel Billing Document --> Reverse PGI --> cancel Delivery --> Cancel Sales Order step 2: Maintain Customer master / Material Master correctly. step 3: Recreate sales Order --> Delivery --> PGI --> Invoicing. Option 2: Force the Account Assignment Group of Customer / Material through Debug in change mode of Billing document, which will release Billing Document to Accounting.

3. Account Key not maintained in Pricing Procedure: Impact: This may create accounting document, but if condition type, which are to be posted to account, but do not have account key maintained in pricing procedure, it will not be post the relevant condition type to G/L account. 4. Billing Document not being released to accounting -In Material Master, there is some link between Profit Centre & MRP Type. If one of it is not maintained, erratically few documents get stuck while releasing Billing Document to accounting. Few of course get posted. Solution1: Cancel Billing Document --> Reverse PGI --> Cancel Delivery --> Block the sales Order & Create new sales Cycle all over again after rectifying Material master. Solution 2: (Temporary Solution) In Debug mode in Billing, force the Profit Center in Billing Document with the help of Abaper. But ensure Material master is rectified. From FI Side, you require to check that all the G/L account has been maintained through T.Code: FS00. G/L account being Master data has to be created in each client to upload through LSMW / SCATT / BDC. In Billing Document in change mode (in the first screen where we enter Billing Document number), on the top most left hand corner, take a dropdown on Billing Document & select Release to accounting. Here you can get the under mentioned possible message: 1. G/L account not found 2. Cost Element not maintained for G/L account. In both the above cases, FI consultant requires to take corrective action..

defecit in sales order stock? 3. pgi is not possible? 4.ship conformation is not possible.? 5.picking or packing pgi is not possibl