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We have different types of tickets in our DA&AI platform, in ServiceOne:
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2. Select the type of ticket you need
You will create an Incident when the application is not working anymore or has an abnormal behavior, like missing data which used to be available in the past, very long response time, something which worked in the past and not anymore.
You will create an Evolution/Change Request in two situations:
- When you have a small change in something which already exists, without changing the current scope. For example, change some format in a report or dashboard, make available data in the report....
- When you need something new, even if it is part of an existing application (e.g. create a BW query, add a new KPI in a dashboard). This is subject to validation under the TSA (Transactional Service Agreement) rules. + details
You will create a Service Request when you need any other kind of support from DA&AI platform.
You will create an Access Request when you need:
- Access to a report or a given transaction in BW - "SAP Access Request"
- Access to a dashboard in Qlik, Tableau, etc - "Corporate Dashboard Access Request Form"
- Access to a specific tool, like the technologies we use in DA&AI for data manipulation, processing or visualization - "Application Access Request (Generic)"
3. We will take care of it
- Your Service ONE request will generate a WO (work order) or INC (incident) in Helix, which will be automatically assigned to one of our DA&AI Helix Support Groups
- For each WO/INC, whenever there’s a change to do, DA&AI team will create a CRQ in Helix
- The CRQ should be created before the build starts
- The CRQ "
- The “Change Coordinator” should be the developer or PM. The “Change Manager” should be one of these “Contacts”