Role of a Support Consultant:
Main job of the support consultant is to provide assistance in line to the customer
or the organisation where SAP is already implemented for which the person
should process strong knowledge in the subject and the process which are
implemented in SAP at the client side to understand, to analyse, to assist the end
users with the right solution in right time. This is the job of the support
consultant
Production support ticket handling process:
Handling tickets is called Issue Tracking system. The errors or bugs forwarded by
the end user to the support team are prioritized under four severity Very High,
High, Medium and Low. Each and every severity as got its time limits before that
we have to fix the error.
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 is as given below:
1. The customer or the end user logs a call through any tool or by mail (Remedy).
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 come 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. (Very high, High, Med, Low)
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. Once fixed, it is informed to the end user/customer/super user about the
changes which have moved to the production server.
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 SAP S4HANA. 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
finish it before that deadline.
Here is an eg of a ticket raise:
Our company established a new fulfilment centre to expedite orders for premium
customers who opt for rush delivery.
End user creates an urgent order, expecting a quick turnaround. However, the
SAP system doesn't have a specific shipping point determination for rush orders
from the new fulfilment centre. As a result, when the end user tries to create a
rush order, the document remains incomplete without the correct shipping point
determination, he will not be able to proceed further like DELIVERY, BILLING.
He raises a ticket and the priority is set as High.
Now you need to solve this ticket. You would analyse the problem and identify
that the SAP configuration has to be done for the new plant and order type.
You would request that DEV CLIENT be transported to BASIS. You make the
necessary changes and request transport to BASIS for the QA client. The end
user will put it to the test by issuing and approving a sales order for the new
facility.
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 very high, medium
or low in your day-day support.
