Q) I wish to know the total procudure tht we follow for suppot project. i.e how we get the tickets and how we will send back to the client and the tool we use . ? and whts mainlly difference between 4.7 eee and 6.0 ecc and wht does ecc mean.?

A)

ECC=ERP Central Component

Differences:

New GL Concept

PCA comes under New GL

Real time Integration with New Gl

Tickets

Handling tickets is called Issue Tracking system. The errors

or bugs forwarded by the end user to the support team are

prioritized under three seviority High, Medium and Low. Each

and every seviority as got its time limits before that we

have to fix the error. 

The main job of the supporting consultant is to provide

assistance on line to the customer or the organisation where

SAP is already implemented for which the person should be

very strong in the subject and the process which are

implemented in SAP at the client side to understand,to

analyse,to actuate and to give the right solution in right

time.This is the job of the support consultant. 

The issues or the tickets(problems) which are arised is

taken care of on priority basis by the support team

consultants. 

The work process in support projects are given below for

your reference.

1. The customer or the end user logs a call through any

     tool or by mail (RADIX). (please see the below Question)

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 came 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.

   (Top,High,Med,Low,None) 

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. Then it is informed to the end user/customer/super user

    about the changes which have moved to the production server

    by CTS process. 

These are the process.  In summary, what I understand is

that 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 R/3.  Tickets usually occur during the implementation or

after theimplementation 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. 

To begin with , we should give "TICKET" to you for not

knowing it.

Here is an eg of a ticket raised: 

 End user is not able to  

1. Create Sales order for a customer from a New plant ,

since shipping point determination is not happened . (

Without Shipping point the document becomes INCOMPLETE and

he will not be able to proceed further like DELIVERY,

BILLING).  

He raises a ticket and the priority is set in one of the below: 

 1. Low  2. Medium  3. High. 

Now you need to solve this ticket. You would analyze the

problem and identify that the SD configuration has to be

done for the new plant. 

You would request a transport for DEV CLIENT to BASIS. You

do the change and Request one more Transport to BASIS for QA

client. The End user will test the same by creating a sales

order for the new plant and approve it. 

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 HIGH in your

day-day support