Real time tickets in SAP SD

Examples of Tickets,

1) Billing Document not released to accounting / Accounts determination:

To resolve the error, you can analyze account determination in the billing document.
Process:
Go to T.Code: VF02 & Enter Invoice number
Next (On the top most strip) go to Environment
Next (Select Environment) go to Account determination
Next (In Account Determination) select Revenue Account Determination (first option)
This will list all the condition types in the Billing document & analyze each condition & check for which G/L
accounts is not determined.
Possible errors:
1. VKOA not maintained for required combination
Solution: Maintain the combination in VKOA.
2. Account Assignment of Customer / material not maintained in Customer / Material Master (If maintained
in combination in VKOA).
Solution:
Option 1 (Standard solution):
step 1: Cancel Billing Document --> Reverse PGI --> cancel Delivery --> Cancel Sales Order
step 2: Maintain Customer master / Material Master correctly.
step 3: Recreate sales order --> Delivery --> PGI --> Invoicing.
Option 2:
Force the Account Assignment Group of Customer / Material through Debug in change mode of Billing
document, which will release Billing Document to Accounting.
------------------------------------------------------------------------------------------------2) Account Key not maintained in Pricing Procedure:
Impact: This may create accounting document, but if condition type, which are to be posted to account,
but do not have account key maintained in pricing procedure, it will not be post the relevant condition type
to G/L account.
FI consultant requires to take corrective action.
------------------------------------------------------------------------------------------------3) Billing Document not being released to accounting:
In Material Master, there is some link between Profit Centre & MRP Type. If one of it is not maintained,
erratically few documents get stuck while releasing Billing Document to accounting. Few of course get
posted.
Solution1:
Cancel Billing Document --> Reverse PGI --> Cancel Delivery --> Block the sales Order & Create new
sales Cycle all over again after rectifying Material master.
Solution 2:
(Temporary Solution) In Debug mode in Billing, force the
Profit Center in Billing Document with the help of ABAP-er. But ensure Material master is rectified.
From FI Side, you require to check that all the G/L account has been maintained through T.Code: FS00.
G/L account being Master data has to be created in each client to upload through LSMW / SCATT / BDC.
In Billing Document in change mode (in the first screen where we enter Billing Document number), on the
top most left hand corner, take a dropdown on Billing Document & select Release to accounting. Here you
can get the under mentioned possible message:
1. G/L account not found
2. Cost Element not maintained for G/L account.

FI consultant requires to take corrective action.

------------------------------------------------------------------------------------------------4) End user not able to create sales order:
End user is not able to 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).
Possible errors:
SP configuration not done for the new plant

Real time SAP SD tickets - part 2

Please find part 1 of this here - Real time SAP SD tickets

1)
Issue:
Pricing not determined

Possible cause:
Customer pricing procedure left blank in customer master --> sales area data --> sales tab

2)
Issue:
Data not flowing to standard reports

Possible cause:
Customer statistic group left blank in customer master --> sales area data --> sales tab

3)
Issue:
Unable to select Sales Area for Customer Master Creation

Possible cause:
Most Probably either sales area is not defined or customization not done for common Sales Org &
Common Distribution Channel. To maintain this configuration: SPRO --> Sales & Distribution -->
Master Data --> Define Common Distribution Channels / Define Common Divisions

1)
Issue:
Pricing not determined
Possible cause:
Customer pricing procedure left blank in customer master --> sales area data --> sales tab
2)
Issue:
Data not flowing to standard reports
Possible cause:
Customer statistic group left blank in customer master --> sales area data --> sales tab
3)
Issue:
Unable to select Sales Area for Customer Master Creation
Possible cause:
Most Probably either sales area is not defined or customization not done for common Sales Org &
Common Distribution Channel. To maintain this configuration: SPRO --> Sales & Distribution -->
Master Data --> Define Common Distribution Channels / Define Common Divisions

Posted by Sappy Guy at 8:42 PM

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. How the tickets in production support are resolved?

2. Give some examples with solutions?
What are the types of ticket and its importance?
This depends on the SLA. It can be like:
1. Critical.
2. Urgent.
3. High.
4. Medium
5. Low.

The response times and resolution times again are defined in the SLA based on the
clients requirement and the charges.
This is probably from the viewpoint of Criticality of the problem faced by the client as
defined by SAP.
1)

First Level Ticketing:

Not severe problem. Routine errors. Mostly handled by Service desk arrangement of
the company (if have one).
Eg: a) Say Credit limit block in working on certain documents?
b) Pricing Condition Record not found even though conditions are maintained?
c) Unable to print a delivery document or Packing list?
PS: In the 4th phase of ASAP Implementation Methodology( i.e Final Preparations for
GO-LIVE) SAP has clearly specified that a Service desk needs to be arranged for any
sort of Implementation for better handling of Production errors.
Service desk lies with in the client.
2)

Second Level Ticketing:

Some sort of serious problems. Those Could not be solved by Service Desk. Should
be referred to the Service Company (or may be company as prescribed in SLA).
Eg: a) Credit Exposure (especially open values) doesn't update perfectly to KNKK
Table.
b) Inter company Billing is taking a wrong value of the Bill.
c) Need a new order type to handle reservation process
d) New product has been added to our selling range. Need to include this into
SAP. (Material Masters, Division attachements, Stock Handling etc.)
3)

Third Level Ticketing:

Problems could not be solved by both of the above, are referred to Online Service
Support (OSS) of SAP Itself. SAP tries to solve the Problem, sometimes by providing
the perfect OSS Notes, fits to the error and rarely SAP logs into our Servers (via
remote log-on)for post mortem the problem. (The Medical check-up client,
connections, Login id and Passwords stuff are to be provided to SAP whenever they
need or at the time of opening OSS Message.)

There are lots of OSS Notes on each issue, SAP Top Notes and Notes explaining
about the process of raising a OSS Message.
Sometimes SAP Charges to the client / Service company depending on the Agreement
made at the time of buying License from SAP.
Eg: 1) Business Transation for the Currency 'EUR' is not possible. Check OSS Note This comes at the time of making Billing.
2) Transaction MMPI- Periods cannot be opened See OSS Note.
There are many other examples on the issue.
4)

Fourth Level Ticketing:

Where rarely, problems reach this level.

Those problem needs may be re-engineering of the business process due to change in
the Business strategy. Upgradation to new Version. More or less this leads to
extinction of the SAP Implementation.

What is a complete process of SAP SD support & how ticket

will come from customer to SAP support team and after
solving ticket what support member will do and how that
solved ticket will reach to customer ?
enduser send the ticket ,,its come to the it help disk then
reaches to the P.M or TL, then assisgned to the
consultant ..after reaching to consultant ,con should gve
reply that is intial response..cust/confi parrt is done on
dev server ..after he suld text the take ,,senb bck to
enduser ..and wating for enuser reply..then we close the
ticket

What the job responsibilities would be for the Support Consultant? If the
Consultant is working in Offshore Support, How the business interaction would
be there between the Consultant and Customer? How the Customer Queries
were handled successfully sitting from his location.

Job responsibility of a Support consultants is to handle routine tickets, which can be

incident (routine problems), change tickets (need configuration change, therefore a
change request), normally a support consultant can only advice a change but can't do
it , because there is always a change advisory board on client end to evaluate and
implement the advised change.
Business interaction between users and customer can be through mail box utilities,
outlook, even telephones and some companies also allow chat.
Usually the customer provides with the number of the document and client/company
code and other necessary info. about the process which is facing problem, the
consultant tracks the project by logging in to development server and search out for
causes, the solution is then sent to user, maybe with snapshot if required.
For those people who asks for for tickets:
1. Tickets are normally raised by end user and carry a priority.
2. Those who are asking SAP gurus to tell them about tickets, pls note that most of the
problems except for the basic questions discussed in this group are the tickets
themselves, tickets are nothing but the routine incidents the SAP consultants get, if
you regularly read the mails in the group you will soon start recognizing tickets.
And the most important thing "Believe in yourself and God, as there is always
somebody there to help you".

What is the team size? Duration of the project.

Hardly the team of the SAP SD will be 4 to 5 and entire team of the project will be
around 20-24 (all modules like fi/co, sd, mm, pp, hr, qm, pm). If its big project, it will
be around 40. Team size means the employees who you are working on sap r/3
implementation.
For the project completion it will take around 8-10 months to get into golive. After
that, post implementation for 3 months. After that supporting it depends as project
time line for every company is different.