SAP Those Things - Theory -16-SAP System support system

In general, no matter the size of the enterprise, we need to build a corresponding SAP operation and maintenance system in the launch and subsequent operation of SAP. To put it bluntly, for users, they know who to find a problem to solve, then the process of who to find and how to reflect the problem and how to solve the problem is called SAP support system. The following support system is used as a reference. Personally think you can also engage in a Q&A document, users have questions can first query this document, to solve some of the most basic problems, this Q&A includes system landing, basic operations, common problems and problem feedback ways.

1. End users, this layer is actually the problem proposer, for them, the upper layer of users is the key user, the end user has a problem, should first feedback to the key user.

2. Key users, who are generally familiar with the process, business and system operation of the department, judge and identify the problems raised by end users, and timely solve the problems that can be solved, and feedback the problems that cannot be solved to the internal consultant of the enterprise.

3. Internal consultants, generally speaking, the problem ends here. Especially for large enterprises, many internal consultants are also external consultants, so system problems can generally be solved. For process problems, it is necessary to coordinate business departments to discuss and determine the process, and then determine the system plan.

4. Party B's consultants. Some enterprises are reluctant to set up internal consultants due to cost problems or other considerations, so they ask Party B's company to provide SAP system support. In this case, problems can be submitted through the support platform, and Party B's consultants specializing in operation and maintenance can solve the problems.

5. If the original SAP manufacturer wants to find SAP to solve the problem, it is usually either a Bug in the system or a business that cannot be supported by SAP standard functions. At this time, it is necessary to feedback the problem through a special channel, such as OSS account.

Again, it is important to tell users how to feedback, that is, how to describe the problem clearly enough, at least I think it needs to include the following information (because different levels of support may vary) :

1. Description of the system environment. For example, the SAP version, database, network environment, etc., varies according to the problem. In general, you need to specify the SAP version and the corresponding enhancement package version, such as ECC6.0 EHP7.

2. Which modules operate which commands. Commands refer to the transaction code in SAP.

3. What data is entered? Includes organizational structure input, master data, and business data.

4. What is the message of the system? Better take a screenshot.

5. Have you performed the same operation before? Is this the first time the problem occurs or is it repeated?

6. Have you tried to solve the problem? If so, what methods have you tried?

7. Business background introduction, it is best to introduce the business steps before and after and the business purpose of this operation.

The last word, SOP (operation manual) this thing, in fact, not much use, but each project is indispensable, can only say "ha ha".