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Author's profile photo Former Member

How to take up and resolve a ticket?

Assume that, a consultant is working in a consultancy company and allocated for a support project. This consultancy company may use solution manager or a third party software for the tickets. So, generally User’s will raise the tickets in solution manager or in third party software. So, the tickets are allocated to a consultant. Now, let me tell you, how to take up and resolve a ticket which is raised by user.

Follow the below steps

Priority


First look at the priority whether it is low, medium or high priority. If it’s in high priority, this should be addressed immediately. Low and medium tickets, you can have a certain limit of time to complete.

Check for information


Consultant has to check the information which has been provided by the User. If you don’t get sufficient information, then email him or discuss over a phone. For eg, User has pasted the description of an error. With this, sometimes it is not possible to work on the issue, hence, get the details like Transaction code, at what step the error is triggering etc. 

Understanding the issue


This is very important; consultant has to understand the issue which has been raised by the User. In case, any clarification required, then have a discussion with the user or send an email. If you are not able to understand, discuss with the team and try to understand about the issue.

Intimate the solution


After working on the issue, first intimate the solution to the user. In case of minor issues, discuss over the phone and send an email and then issue can be closed. If any configuration changes to be done, then inform the solution and user must need to be satisfied with the solution. Once, consultant solution is accepted by the user, then proceed for the configuration changes.

Precaution

Before doing any configuration, analyze the impact of the changes which you are making and also check the side impact (impact on other modules for the changes that you are making). If there is some impact, if it’s important, then inform the impact of the changes to your project manager and if required to the User.

Do the configuration changes and testing

Now, you can go ahead with configuration changes and ensure transport request saved correctly. Testing is compulsory for the each configuration changes. Consultant has to test in the development server.

Documentation

Document’s has to be made for configurations which are done in development server. Eg. Change realization document. In case of ABAP efforts is involved, then relevant document should be prepared. Eg like Functional specification, technical specification etc. after preparing the document, it should go for project manager approval and then, transport request can be released to quality server.

Test by User


Once after transport request released from development server to quality server, then User has to test and confirm.

Closing the issue

After confirming by user, release the transport request to the production server and close the issue.

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      Author's profile photo ' MoazzaM '
      ' MoazzaM '

      I like the way you have arranged the support process. Thank you for sharing this. This is helpful for freshers.

      Thank$

      Author's profile photo Former Member
      Former Member

      Hi,

      Nice and useful document.

      I'd like to suggest you that about point test user i think is important also test key user.

      Cheers

      Ivan

      Author's profile photo Former Member
      Former Member

      Nice blog sudir ,

      In my opinion this document is not specific to "freshers" level only

      but experience person can look and  revise their approach for solving tickets !! 😎

      Regards,

      Praveen Srivastava

      Author's profile photo Former Member
      Former Member

      Very nice Sudeer,

      Could you plz share some of SRs / CRs if its possible...

      Author's profile photo Former Member
      Former Member

      Hi Sudhir,

      Good One. If u explain with one Example very usefull

      Thanks for sharing. keep going.

      Thanks

      siva

      Author's profile photo TW Typewriter
      TW Typewriter

      Sudhir,

      Thank you for this document!

      Could you please give some examples and more details on -

      Precaution

      analyze the impact of changes...and side impact...

      How to analyze the impact?

      How to communicate it to the client?

      How to mitigate it?

      Author's profile photo TW Typewriter
      TW Typewriter

      Sudhir,

      Thank you for this document!

      Could you please give some examples and more details on -

      Precaution

      analyze the impact of changes...and side impact...

      How to analyze the impact?

      How to communicate it to the client?

      How to mitigate it?

      It has been 2 and 1/2 years, since I posted these questions. I want to add my comments to these questions, maybe these help

      1. New objects - Configuration, development of new objects has low impact (compared to the next point)
      2. Changes in existing objects - The impact here is much more.

      There is an existing function module and you are doing some changes to satisfy a new business need. You must make sure that all the existing scenarios do not get impacted. This increase the testing effort by you and then in UAT, by the business user.


      Proper communication with the business user, before and after the change is completed, is a must. The way to mitigate the risk is to test intensively and hope for good luck 😉

      TW

      Author's profile photo TW Typewriter
      TW Typewriter

      Sudhir,

      Good document! thanks!

      TW

      Author's profile photo Jafar Basha Pattan
      Jafar Basha Pattan

      Hi Sudhir,

      It is very helpful for freshers like me.

      Can you please answer the TW (above)questions.

      Thanking you in advance.

      Best regards

      Jafar

      Author's profile photo Aditya Sharma
      Aditya Sharma

      It all depends upon how you manage your environment.

      Accomplishing tasks of huge complexity and terming it just a ticket solution.I think there can be no better way you can demotivate your team.

      Every problem that comes under way is in emergency mode provided there are legal implications by government.Only such cases should be taken as tickets and such tickets should be given to a third party not your staff.Keep your staff stress free and give them an open vision to learning and implementation.

      If every task comes as ticket then it will make your life ,at the same time life of your functional/technical team like hell because solutions will be thrusted,not well checked,work done in haste for sake of doing.

      Always remember when such ticketing systems are created then focus of sap lead is count of tickets open,pending,resolved.But what is getting resolved,gravity of work is forgotten .Having said that one ticket is enough to keep whole team on heels for an year if it is hana S4 implementation.