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.
