General description
Level 2/3 support for BW is handled via User Requests in the * on-SAP Applications* Workspace (Ex BIM Workspace)- It is the responsability of the BW support to monitor the user tickets 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 responsability or they dont know how to handle.
Freshdesk process to be developped
Warning at the moment most of explanations hereunder are obsolete so do not take it into account.
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)
Diagram
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Select a severity
Severity is not actually used for BW. It's only an indicative information. No rule to choose the value.
How to create ticket
Send email to sbs-support@support.solvay.com or go to Freshdesk
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
Assign to group IS-CGI-L2-BW or IS-CGI-L3-BW for reporting / IS-SD-AUTHORIATION for access management
Type = IS request
- Sub type = depending on request (Access management, Support, Evolution, Corrective, Training)
Functional Area = Area to identify by stream (Finance[RtR] / Purchasing[P2P] / Supply chain[OtC] / Industrial[I&P])
- Detail of each application is on table below
- Functional area "Reporting (Techno)" is used only for technical problem only and not relevant for a Service line
IS process = Techno
IS-Subprocess = Reporting Techno
IS-Category = the relevant one (BO, BW, Dashboard, etc..)
- Application = SAP BW
In most cases the Funct Area and subfunction is to be choosen based on the application it impacts :
Application | Application | 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) | |
| SD | Global sales | Order to Cash (OtC) | |
| pVelocity interface | Reporting (Techno) | ||
| GSV | GSV Cockpit | Order to Cash (OtC) | |
| Master data | Reporting (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