Sap SD consultant support action and 18 real time incidents

A support incident is defined as a single support issue and the reasonable effort needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate issues. If a problem consists of subordinate issues, each shall be considered a separate incident.

it is divided into two parts.

Part 1 will be covered in this course.

Introduction

Useful for work and interviews Support project real time  incidents part1

Useful for work and interviews Support project real time  incidents part2

Useful for work and interviews Support project real time  incidents part3

Useful for work and interviews Support project real time  incidents part4

must knew support ticketing tool statuses in real time  for all modules

must knew support ticketing tool difference between parent and child scenarios

Types of service level agreement and what sla?

Real TIME interview question  support responsibilities in sap or s4 hana all

Real time must learn support daily incident summary report and depth learning

The following priorities are available:

Business Impact for Incident Priorities

Priority

Business Impact

Very High

Critical business processes are affected and crucial tasks cannot be carried out. The incident requires immediate attention because it could result in business downtime for the organization. Security-related incidents must always be assigned this priority.

High

Key business processes are affected and important tasks cannot be carried out. The incident requires prompt attention because it could delay business processes.

Medium

Business processes are affected, but the incident has only a minor impact on business productivity.

Low

The issue has little or no effect on business processes.

Incident statuses:

The status of an incident changes depending on the actions performed on it by the requester, you as the processor, and your provider if you forward the incident to him or her. The statuses visible to you differ slightly from those visible to the requester. The following statuses are visible to you as the processor of the incident:

Incident Status Descriptions

Status

Description

New

The incident has recently been reported and has not yet been taken over for processing.

In Process

The incident is being processed.

In Process – Provider Action

The processor has forwarded the incident to the provider, from whom action is now required.

In Process – Requester Action

Action is required on the part of the requester of the incident.

In Process – Solution Proposed

A solution has been proposed to the requester, from whom action is now required.

In Process – Reopened

The requester has rejected a proposed solution and the incident requires further action on the part of the processor.

Completed – Solution Accepted

The requester has accepted a proposed solution and the incident is resolved from his or her point of view.

Completed – Solution Rejected

The requester has rejected a proposed solution, but has canceled the incident because it is no longer valid or has been solved by other means, or the processor has completed the incident on behalf of the requester after the requester rejected the proposed solution.

Completed

The requester has canceled the incident, the processor has completed the incident on behalf of the requester, or no changes have been made to the incident for 14 days and it has been completed automatically.

Closed

The processor has closed the incident after the requester canceled it or after the incident was completed automatically because no changes were made to it for 14 days.

Closed – Solution Accepted

The processor has closed the incident after the requester accepted a proposed solution.

For information about the statuses visible to the requester, see Track Your Incidents in the Tasks section of the documentation on Working with Incidents.

SUPPORT  or IMPLEMENTATION PROJECT LEARNING for  DEFECT OR BUG LIFE CYCLE

18 real time incidents learning for Part 1

A support incident is defined as a single support issue and the reasonable effort needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate issues. If a problem consists of subordinate issues, each shall be considered a separate incident.

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