General description

  • The single point of contact for all the question / support / new request is Freshdesk tool. 
  • It is the responsibility of Solvay support L0 to forward the ticket to the right team and translate the requester's language to English in case requester do not assign group or enter incorrect information
  • It is the responsibility of the BW support (CGI) to monitor the user tickets on CGI-BW group and make sure all are taken care of 

  • As a general principal the BW support has to handle everything they know how to and transfer to the competence center when not in their responsibility or they do not know how to handle.

Support / Evolution / Authorization Ticket

How to create ticket

  1. Send email to sbs-support@support.solvay.com or go to Freshdesk 

  2. In case creating ticket via Freshdesk, requester has to enter detail of the request and information below in order to assign to the support group correctly

    1. Assign to group IS-CGI-L2-BW or IS-CGI-L3-BW for reporting  /  IS-SD-AUTHORIATION for access management

    2. Type = IS request

    3. Sub type = depending on request (Access management, Support, Evolution, Corrective, Training)

    4. Functional Area = Area to identify by stream (Finance[RtR] / Purchasing[P2P] / Supply chain[OtC] / Industrial[I&P])  

      1. Detail of each application is on table below
      2. Functional area "Reporting (Techno)" is used only for technical problem only and not relevant for a Service line

    5. IS process = Techno

    6. IS-Subprocess = Reporting Techno

    7. IS-Category = the relevant one (BO, BW, Dashboard, etc..)

    8. Application = SAP BW

In most cases the Funct Area and subfunction is to be choosen based on the application it impacts :

Application
Code

Application
Name

Functional Area


AU

Authorisation Follow Up

Authorization


CATS

Time Sheet

Reporting (Techno)


COPC

Production Costs

Finance (RtR)


FC2

Fixed Costs

Finance (RtR)


FIAA

Fixed assets accouting

Finance (RtR)


FIAP

Account payables

Finance (RtR)


FIAR

Account Receivables

Finance (RtR)


FIGL

General Ledger

Finance (RtR)


FISCA

Supplier Credit Automation

Finance (RtR)


FIWC

Working Capital

Finance (RtR)


FUNCT0

Funct0

Finance (RtR)


GSV

Global Spent Visibility

Purchasing (PtP)


GTS

Global Trade Services

Purchasing (PtP)


IM

Stocks

Order to Cash (OtC)


KPI

RCS Key Performance Indicators

Reporting (Techno)


OC

Order Changes

Reporting (Techno)


PM

Plant Maintenance

Industrial (I&P)


PP

Production Planning

Industrial (I&P)


PS

Project System

Industrial (I&P)


PU

Purchasing For Plants

BW - Purchasing


QM

Quality Management

Industrial (I&P)


TR

Transport Costs

Order to Cash (OtC)


VS

Value Stream

Industrial (I&P)


SDGlobal salesOrder to Cash (OtC)

pVelocity interfaceReporting (Techno)
GSVGSV CockpitOrder to Cash (OtC)

Master dataReporting (Techno)

Does it require a bug or evolution UR ?

Bug/Evolution UR's are required to be created in the SAP Application workspace in the following cases :

  • Any development requiring a Transport order in BW :
    Core query modification or creation.
    Data flow modification or creation.
  • Reloading of data in production (from RCS, BW itself or other sources).
  • Update of a flat file in the BW file server.
  • Manual update of master data in WBP.

Some examples of what does NOT need a bug/evolution UR :

  • Broadcast settings update

Ticket Monitoring

WARNING DOCUMENTATION IS IN PROGRESS

BW Support will monitor all the tickets with status different from Closed :

  • BW - RtR (Record to Report)
  • BW - OtC (Order to Cash)
  • BW - I&P (Industrial and Planning)
  • BW - Other
  • BW - PtP (Procure to Pay)
  • BW - Supply Chain
  • BW - HtR (Hire to Retire)
  • BW - Techno ( out of any functionnal scope)

Freshdesk process to be developped

Warning at the moment most of explanations hereunder are obsolete so do not take it into account.

Diagram


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