1. INTRODUCTION

1.1. Objectives and scope of this procedure

1.2. Requirements

• Check if the Application Manager of the user approves the transfer of the shopping carts or work items to another user.

• *When a user requests the transfer of his shopping carts (as requester) to another user:

• If that user is in copy - we do the transfer.

• If that user isn't in copy - we inform new user that we will do the transfer if he doesn't refuse it.
  
  Check the following link for responsible approver:{+}https://docs.google.com/spreadsheets/d/1_5H3sPBO7bN3HJvOcx_hRUsmujwLHhYKoTXEpmRxU3M/edit#gid=2051071738+[

  https://docs.google.com/spreadsheets/d/1_5H3sPBO7bN3HJvOcx_hRUsmujwLHhYKoTXEpmRxU3M/edit#gid=2051071738]

• When a user is removed or moved, from a department or approval position, it's necessary to check if there are shopping carts or work items still pending.

1.3. Abbreviations

 1.4. Freshdesk ticket handling

When a ticket arrives to the PTP D&A SRM Freshdesk Group, the ticket is pick up by a team member.
The ticket needs to be updated (if needed) to the correct classification "PTP Request ", PTP-Process "Data & Analysis, PTP-Subprocess "SRM7" and PTP-Category "Support".

• Make analysis of the request to see the person responsible to validate the request.
• Check if the ticket requester is the Site Application manager /WW Controller/Purchaser Key User or was validated by Site Application manager/WW Controller/Purchaser Key User. To check the person responsible to validate see the link below:

{+}https://docs.google.com/spreadsheets/d/1_5H3sPBO7bN3HJvOcx_hRUsmujwLHhYKoTXEpmRxU3M/edit#gid=2051071738+
If not an approved requester, the team contact the Site Application manager (AM)/WW Controller/Purchaser Key User to validate the request.  (1)
§ Change the status of the ticket to "Need for more information"
If yes, proceed with the changes

•  Make the necessary changes
•  After the modifications are done the team member Inform all involved parties in the loop of the changes made.

The ticket can now be closed.
§ Change the Ticket status to "Closed".
(1) When an email is sent asking for more details (requester) or some kind of approval (AM + WW Controller), always put all involved parties in the loop (Requester + AM/WW Controller);
- If no feedback was provided, after 3 days we send the 1st reminder asking for feedback;
 
- If no feedback was provided, after 3 days we send the 2nd reminder asking for feedback;
 
- Finally if no feedback was provided, after 3 days we send a 3rd message with the following text:
 
*Dear xxxx,
As we didn't received any feedback for our question/s it's not possible to our Team proceed with your request.
 
Please be informed that we need your site Application Manager/ WW Controller/Purchaser Key User approval to proceed with your account creation as requested (for example).
 
Dear Application Manager, we will proceed with the closure of this ticket.
 
If you can provide us the requested feedback please just reply to this message and the ticket will automatically re-open in order to our Team proceed with requested actions.
 
Always at your disposal,
SRM Team*

2. STEPS OF THE PROCESS

2.1. Transfer a Shopping Cart between users

2.1.1. Check Shopping Carts of user

Go to BP2 - Tcode ZWPU01B

#1#3#3





#2#3

The list of SC in the user's profile will appear:

2.1.2. Transfer Shopping Carts

• Define user to transfer the SC

#2#3#1#4
#2
#5

• Replace the user of SC

#4
#2
#1

• Confirm if the SC was transferred to the user

#1
#2

#3

#4

2.2. Transfer Work Items between Users

2.2.1. Check Work items of the user

Go to BP2 - Tcode SE16 - Table SWWORGTASK
#1
#2

#3

2.2.2. Tranfer Work items

Go to BP2 - Tcode SWIA
#1

#2
#3

#4

#5

3. REFERENCES

This procedure refers to the information received on SRM7 training.

4. ATTACHMENTS

No attachments

End of document