Dear Guys,
I want to share my experience in support projects...which may be useful for some one.
Best Practices to be followed to resolve the issue ASAP without loosing our Temper:
- We should not loose our temper when the user come up with an issue, we need to handle with lot of patience.
- We need to listen the issue carefully.
- We need to take time at least 5 minutes without argument, and look into the issue for some time even though the user is complaining SAP for his own mistakes.
- Be cool and maintain silence for few minutes and ask him to do the process where he get struggled.
- Don't commit for a time. Convey him that issue is in priority.
I have started this discussion because of the following issue which we can't encounter usually:
Today I faced one issue which is much interesting and which is against the standard behavior of SAP system.
Support Issue:
User created Assessment Cycles long back with "variable proportions" as a base for transferring the cost from sender to receiver.
There are many cycles and having many segments.
As per the management decision, the base for transferring the cost has been changed from "Variable Proportions " to "Fixed Proportions"
User has done this activity for all the cycles.
Complicated & Interesting issue - Closed without any change request:
User came with frustration mood, and he is arguing that the base for transferring the cost, automatically changed from "Fixed Proportions" to "Variable"
I said system should not function in that manner and I tried to convince him many ways but he is not in a position to listen.
I also get frustrated shown many examples that without user intervention there will be no change in master data.
Argument goes on......went to the next level....and some how convinced him and he agreed to change the master data.
Then I look into the issue in depth, I have started checking with my user id.....All the segments are with "Fixed Proportions" only.
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Many questions in my mind ..................Why....? .............................Why....?
Solution:
No one can stop smiling after knowing the mistake done by the user.
User has logged in Quality client......He has changed the data in production client and checked the result in Quality client.
So please, don't loose your temper, don't be in tense, Be cool...........
Regards,
Pavan Kumar Arvapally
