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.