Chapter 3ISSUES AND RESOLUTIONS

A ticket is a generic name for claims made by the end user to technical support. At the very least, the end user has to send an email with a description of the issue, the transaction code, and the program or report name. There are some applications available to manage these jobs, such as Quality Center from HP, ClarifyCRM®, and ManageNow®, among others. The tickets usually have a priority scale: T1 (meaning the issue must be handled the same day, T2, T3, etc. The person in charge of each module for analysis and resolution handles those tickets. If it involves configuration, when you have missing e.g. cost center, currency or customized reports discrepancy or for third part as ABAP developers for debug or include ...

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