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- Check whether you are the right recipient of the ticket. If not, assign it to the right agent within your group.
- Check for completeness of the ticket
- Do you have a document number / relevant information and check the issue in the right SAP system ?
- Are you able to see the error which the user is facing ?
- Do you have the complete steps of what the user tried to do ?
- If the answer to any of the above question is no, go back to the user (if it is an English ticket) or go back to L0(for non-English tickets)
- If you believe that you do not have a solution for this ticket, assign the ticket to L2 group. DO NOT ASSIGN to any agent of L2 group.
Before you assign ticket to L2 group- Please write your analysis
- Please add your name in the watch function available in freshdesk to track the progress of the ticket
- If you believe that the ticket does not belong to CGI ( Routing - SAP Applications , Routing - NonSAP applications check the routing table ) - inform L0 about this by adding a private note to the ticketL1 has about 30-45 minutes per ticket
Access Management
- If you believe the forms are not filled properly, send it back to L0 by adding a private note asking for more information
- If approvals are not received, send it back to L0
- Please send the SU53 document (which lists how to communicate authorization issues) - to user to provide this information for you to aid the user.
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