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Answer Posted / a prakash
The ticket which is raised by the end user will be posted first to the help desk team of the company. if already solution is available they post that solution or then that ticket wil be posted to the tech team who are work in the support team---- you will have a ticketing tool just like the mail interface.
When the ticket is posted it will have in different states..new, open and close.
New means ticket is new.
Open means some one is working on that ticket.
Closed means ticket is resolved.
Ticket will have the priorites 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.
Depending on the situation we need to resolve.
you have two types of tickets, system generated and end user raised tickets.
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Give me examples for Medium Priority & High Priority Tickets from your support project? Give detailed error message/ issue ,your analysis,finally how did you resolve that ticket along with detailed procedure & explanation and t-codes if any? I have an interview in immediate future so plzz help me...Please reply asap... Urgent!!!! Waiting for your response eagerly... Thanks in advance
If the recruiter asks that are you involving any project ? Because I have shown in my resume that I am in "Offshore post implementation support IN SAP SD module"and this is not real. So I want to know if this question arrise then how can I properly describe my involvement in the project and what will be my responsibility in it???? THANKS IN ADVANCE
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