OTC Tickets on Job Monitoring /  Cancelled updates

This document shows the process of analyzing and resolving the job monitoring tickets 

There are two types of tickets that we receive on the cancelled updates / Job Monitoring

• Type ONE : It refers to the procedure that has to be followed for the tickets with the title CANCELLED UPDATES- WP1_400 /  CANCELLED UPDATES- PF1_020

          1. Go in the ticket and read the details of the ticket like the client, the transaction code,  the user etc

                   
           3. Now enter the details of Client and Username and date form the ticket and execute 

            4.    If  the volume of update is less than 20 then remove the entries displayed with SM13 and send a mail to the user identified in the ticket.

                   Request him to double check that his update is well done and if not, don’t forget to suggest him to try again. 

                   If the volume of the update is greater than 20, Change the group and assign this ticket to ' IS-OTC SD-LE ' and add in a note within the ticket, the elements of your first analysis. 

                       a) For this example, in this ticket, there are 6 results with status as error as shown in the following screenshot 

                        b) Select  all them and delete the records 

                     c) Click on continue

                     d) Now, Send a mail to the user identified in the ticket and request him to double check that his update is well done and if not, don’t forget to suggest him to try again.

            5. To identify the user, goto tcode SU01D, and search with the user name provided in the ticket

                      Then the following details about the user are displayed       

                      From this screen, copy the E-Mail of the user and inform the user by forwarding the note to the mentioned e mail of the user   

          6. Change the status of the ticket to Activities before closure and after 3 days, set the status of the ticket as closed

• Type TWO :   It refers to the procedure that has to be followed for the tickets with the title  CANCELLED UPDATES- PF1

          1. These tickets must be transferred to the group ' IS-OTC-SD-LE ' .For example refer to the following screenshot

• OTC Job Monitoring Tickets that we receive are based on the following table :
• Tcodes are mentioned in the Keywords in description column in the following table
• And the Group and Category has also been mentioned based on the Tcodes