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    User Change Request During Support Phase

    Uploaded by

    JK
    User Change Request During Support Phase

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    © All Rights Reserved
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    User Change Request During Support Phase

    Uploaded by

    JK
    147 views3 pages
    User Change Request During Support Phase

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    User Change Request During Support Phase

    Copyright:

    © All Rights Reserved
    Download as RTF, PDF, TXT or read online from Scribd
    Download as rtf, pdf, or txt
    147 views3 pages

    User Change Request During Support Phase

    Uploaded by

    JK
    User Change Request During Support Phase

    Copyright:

    © All Rights Reserved
    Download as RTF, PDF, TXT or read online from Scribd
    Download as rtf, pdf, or txt
    of 3

    User Change Request During Support Phase

    What is CR (change Request) and how it is works and what are steps?
    Introduction
    Change Request comes from the user in support project. After implementation,
    end user wants something to be added or modify to the existing configuration in
    SAP. Before doing CR the consultant must make analysis on CR the effects on
    existing process and before doing CR consultant must be get approval from the
    authorities.
    Support Phase
    Change Request comes in support phase of a project after implementation, any
    kind of change in the existing process or any improvement or any type of change
    as per the user request.
    It may include ABAP change, or sometime configuration change in both the cases
    functional consultant have to do the feasibility study and impact of change to the
    existing process flow and act accordingly.
    SAP Solution Manager
    Change Request can be maintain in SAP solution manager if you have
    configuration in your project.
    Regarding the process step, yes, it has proper approval process, but again that
    depends on your organization setting and level of approvers.
    In my project a CR must be approved from:
    1. Requestor of the CR
    2. BPO of the Module say MM
    3. CEO of the company.
    After only when you received the duly singed CR, you are allowed to move the
    changes means CR contained to Production system.

    One more thing I like to add is that CR is always created for major changes in the
    system, else generally support message are created for minor modification.
    SAP Support Consultant
    How a support individual will receive Tickets/issues from client?
    There is a tool called ovsd through which support consultant can handle the
    tickets generated or through mails and phone calls. Through help disk (call
    center).
    Ticketing Tools
    What are the ticketing tools available and Which you are using and is there
    any severity defined?
    In SAP tickets from the user can be managed using SOLUTION MANAGER
    (solman).
    In my configuration for solman we have defined four type of severity
    1. Low time startdate+5day
    2. Medium startdate+3day
    3. high startdate+1day
    4. Very High on the same day
    This is one of the ticketing tool we have used in our project.
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