The priority definitions for SAP Business ByDesign are as follows.Priority_Def_ByD.jpg

Although the framework for incident priority assessments is generic, our Support Engineers will always discuss critical situations with customers or partners to understand the impact a given issue has on customers’ or partners’ business.

Framework_ByD.jpg

The below examples can be referred to when choosing the priority Very High


Critical/ Very High Priority Overall

  • The issue is impacting all users
  • No workarounds are available
  • Issue occurs in Productive system
  • Not able to perform transaction which is required immediately.
  • Go live is planned in less than 3 working days and the issue is a showstopper.
  • Regression issue due to an upgrade
  • Issue is having high Financials Impact
  • The production system is not accessible

Core Functionalities -: Supply Chain Management, Supplier Relationship Management, Customer Relationship Management, Projects, Financials.


SCM, SRM & Projects


  • Not able to release customer demand, Outbound delivery
  • Not able to create delivery proposals.
  • Not able to confirm count tasks.
  • Issues related to Site Activation.
  • Not able to release planning proposals, Supplier invoices.
  • 3PL Outbound delivery execution Request issues.
  • Not able to generate Customer Invoices due to Process Communication error btw Sales Order and Invoices.
  • Not able to send Purchase order to suppliers.
  • Approval of Purchase orders.
  • GSR creation issues.
  • Time recording for project tasks.
  • Project Invoice request creation issues.
  • Approval for time recording issues.


CRM

  • Not able to Print Invoices
  • Not able to generate sales documents or leads, opportunity, quote, sales order, service order, contract, return and invoice request
  • Not able to process credit memo
  • Inconsistent invoice or invoice requests
  • Not able to generate Customer Invoices due to Process Communication error btw Sales Order and Invoices.
  • Usage of EDI to exchange the date btw BYD and 3rd party system, but the XML sent from BYD contains wrong data in all cases
  • In web service scenario, sales documents created in ByDesign is different than the original XML request and is not possible to change it from frontend.


Financials

  • Not able to file Tax Return
  • Payment file is getting rejected from the processing House Bank where the file format is standard and correct
  • The Revenue Recognition Log shows error or warning messages which cannot be explained and cannot be resolved in the application
  • Bank Advice is not being shown on new Bank Statement
  • Closing Impacted: Cannot reverse Foreign Currency
  • Not able to perform Balance Carry Forward Run
  • Invoice not available in Customer Account Monitor
  • Cannot Post Bank Statement
  • Unexpected amounts recognized during revenue recognition.


Organizational Management & Business Partner

  • The issue is impacting all users
  • No workarounds are available
  • Issue occurs in Productive system
  • Not able to perform transaction which is required immediately.
  • Go live is planned in less than 3 working days and the issue is a showstopper.
  • Regression issue due to an upgrade
  • Issue is having high Financials Impact
  • Unable to Activate Organizational Structure
  • Dump while accessing Organizational  Unit , Products & Services
  • Unable to create Materials and Services with the expected ID
  • Activated Profit Center, Cost Center or Company missing in other Business transactions documents.


Migration

  • Unable to migrate data into the system (valuation failed, simulation failed and import failed)
  • Extension fields and PDI fields missing in the migration template (migration and MDM)
  • Exported template doesn’t have the values.


HCM

  • The issue is impacting all users
  • No workarounds are available
  • Issue occurs in Productive system
  • Not able to perform transaction which is required immediately.
  • Go live is planned in less than 3 working days and the issue is a showstopper.
  • Regression issue due to an upgrade
  • Issue is having high Financials Impact
  • Unable to release or create time sheet
  • Approval for Time recording or leave request goes to wrong manager
  • Unable to Hire an Employee.
  • Incomplete timesheet entry


Analytics

  • Standard reports does not show correct results
  • OLAP issues during the runtime execution of standard report
  • Reports are not visible in the frontend
  • Data shown in reports are not in sync with the master data
  • Several reports throw an error in the UI
  • End user(s) is/are not able to see reports
  • Standard Financials reports does not bring data
  • Error messages or dumps, which prevents the standard report from loading.


Mobility and UI Framework

  • Not able to print documents, Send documents via emails.
  • KUT adaptation not working.
  • Extension fields missing/ import-export layout issues.
  • Tax data/ customer data missing in forms.
  • Front-end / backend exceptions related to UI in HTML5 / SL.
  • UI Exceptions in custom view.
  • Repository activation issues.
  • Functionality not working in Custom views as expected (ex: Unable to open document / Save document etc.)
  • Not able to create / release output documents.
  • Adobe server / e-mail server issues.


Partner Development Infrastructure

  • Unable to activate Solution/ Download Solution
  • Lifecycle management Issues
  • Unable to release Sales Order/Close Fiscal Year
  • Solution is Locked by Support user/ Business user
  • Not able to download Studio
  • Not able to log-in to Studio
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