Answer / write2aprakash

Ticket means problem raised by end user when they user the production bi server means live system. Whenever they get any problem in any case they raise that, some call it as issue too but most common terminology is ticket.
When the ticket is posted it will have in different states..new, open and close:-
1. New means ticket is new.
2. Open means some one is working on that ticket.
3. Closed means ticket is resolved.
Ticket will have the priorities low, normal and high depending on the SLA. SLA means SERVICE LEVEL AGREEMENT BETWEEN THE COMPANY AND THE CLIENT accordingly ticket will be resolved.
*High means mostly it should be resolved in 3 to 5 business hours.
*Normal means it will go for 2 to 3 days.
*Low means there is no time bound.

well, i m new in sap..may i know what is customer hirarchy, how does it work...and how to configure it in the system?

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