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What is a Ticket? How many types of Tickets are there? How
to solve Tickets? Please answer me with atleast one example
of Ticket. Thanks in advance.
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Answer Posted / srinath
What is a Ticket?
End user Doing transaction in sap-sd when he get error he send mail to core user, the core user try to solve the ticket if it is a configuration error he placed in ticketing tool(Remedy) with priority.The mail will send to SUPPORTING PARTNER CO-ORDINATOR he will check based on priority he send mail to Sd consultant.as a consultant open the Ticket keep STATUS as OPEN and send Acknowledgement to Core user and End user. Consltant go to PRE-PRODUCTION SERVER, pre-production server means MIRROR IMAGE OF PRODUCTION SERVER what ever error you get in production server same error you can see in Pre-production server.If any Configuration required for that issue go to Development server do necessary configuration Transport all Request to Quality server ask Core user to test the issue.if issue solve we transport to production server.we ask core user to close the ticket.
How many types of Tickets are there?
Tickets are of 3 types:
L1: High Priority Issue
L2: Medium Periority Issue
L3: Low Priority issue.
High Priority Issue: we solve with in3-4 Hr's
Medium Periority Issue:we solve with in 24 Hr's
Low Priority issue:we solve with in 48Hr's
SLA: SERVICE LEVEL AGGREMENT:
It is an Aggrement between Clint and Supporting Partner.
Status of TICKET:
OPEN
WORK IN PROGRESS
WAITING FOR INFORMATION
WAITING FOR CONFORMATION
CLOSED
OPEN: When we receive mail from Supporting Partner co-ordinator. We send ACKNOWLEDGEMENT TO CORE USER and END USER.
WAITING FOR INFORMATION
If we want more INFORMATION from End user we keep it has waiting for information.
WAITING FOR CONFORMATION:
After doing necessary Configuration we ask End user
to Test.
CLOSED
If issue is solve we close the ticket.
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