SAP Production Support

What is SAP Production Support - Ticket Resolving

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 attachments, 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 postmortem 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 Transaction 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.

Client-Server Architecture..

Enterprise Structure Terminology

How to Lock user in SAP..

How to Lock user in SAP?
Go to SU01

Enter the userID to be locked in the user field and click on lock button Then you will see the the following screen if the user is already locked.

click on the unlock button at the bottom left of the window and the user will be unlocked.to lock a user again enter the user id in the user field and click on lock button and you will see the following screen now press on the lock button to lock the user...you can also lock the user at database level. login to the system database.. then run a query to update the USR02 table.

To lock an user.
SQL> UPDATE USR02 SET UFLAG = '64' where BNAME='USERID' AND MANDT='CLIENT'
SQL> COMMIT
To unlock an user
SQL> UPDATE USR02 SET UFLAG = '0' where BNAME='USERID' AND MANDT='CLIENT'
SQL> COMMIT
Here the different values of uflag have different meaning UFLAG value
0 ------ Not locked
16 ------ Mystery values
32 ------ Locked by CUA admin
64 ------ Locked by system Administrator
128 ------ Locked due to incorrect logon attempts or too many failed attempts
192 ------ A combination of both. The user is locked by admin and user tries to logon with incorrect passwords and gets locked ( 192 = 64+128)

SAP- Handling Errors... 1.

1. Cannot activate a table in SAP
Syntax error in SDCC, table inconsistency between ABAP Dictionary and the database, transport error 8 during the generation of ABAP Dictionary. When you call Transaction SDCC, a termination occurs due to a putative syntax error because a table is not known or active. When you check this with the ABAP dictionary (SE11), you notice, that the table is active or inactive, however it is not possible to activate it. The activation might terminate with the error message 'Inconsistency between ABAP Dictionary and database'. A check of the affected object also delivers this error.
Solution
Proceed as follows:
• Log on as user DDIC
• Call Transaction SE14
• Enter the affected table name and
• select EDIT
• In the following screen, choose Table -> Reconstruct
• Confirm the execution
• Call Transaction SE11
• Enter the affected table name
• Display
• Activate
If - after you chose EDIT -, the error message occurs that the table only exists on the database, you need to activate the source and the runtime object.
• Call Transaction SE37:
-> Function module 'DD_TABL_ACTM' -> Single test
• Under import parameter MODE, enter the number 12 and under TABNAME the corresponding table name
• -> Execute (F8) -> Export parameter ACT_RESULT must be 0
• Call Transaction SE14 again as described above.
• -> Extras -> Database object -> Check,
as well as
-> Extras -> Runtime object -> Check
inconsistencies should no longer be contained.
If you cannot switch to the EDIT mode in Transaction SE14, which means no modifications are allowed in the customer system, then proceed as follows:
• Call function module 'DD_TABL_ACTM' as described above.
• Then call Transaction SE14 again and verify that the table has been activated.
• As a result, this ensures that the SDCC can be executed.
• The menu options in Transaction SE14 are
-> Extras -> Database object -> Check,
as well as
-> Extras -> Runtime object -> Check
inconsistencies should no longer be contained.
• If this is not the case, open a CSN message under the BC-DWB-DIC-ED component.

Some Important ALV Function modules

REUSE_ALV_LIST_DISPLAY
REUSE_ALV_GRID_DISPLAY
REUSE_ALV_BLOCK_LIST_APPEND
REUSE_ALV_BLOCK_LIST_DATA_GET
REUSE_ALV_BLOCK_LIST_DATA_SET
REUSE_ALV_BLOCK_LIST_DISPLAY
REUSE_ALV_BLOCK_LIST_HS_APPEND
REUSE_ALV_BLOCK_LIST_INIT
REUSE_ALV_BLOCK_LIST_REFRESH
REUSE_ALV_BLOCK_STATUS_GET
REUSE_ALV_CHECKBOX_SET
REUSE_ALV_COMMENTARY_WRITE
REUSE_ALV_EVENTS_GET
REUSE_ALV_EVENTS_TRANSFER
REUSE_ALV_EVENT_NAMES_GET
REUSE_ALV_FIELDCATALOG_MERGE
REUSE_ALV_HIERSEQ_LIST_DISPLAY
REUSE_ALV_HS_LIST_WIDTH_GET
REUSE_ALV_HS_TABLES_GET
REUSE_ALV_LIST_DISPLAY
REUSE_ALV_LIST_LAYOUT_INFO_GET
REUSE_ALV_LIST_LAYOUT_INFO_SET
REUSE_ALV_LIST_WIDTH_GET
REUSE_ALV_POPUP_TO_SELECT
REUSE_ALV_TABLES_GET
REUSE_ALV_TABLE_CREATE