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.
Select BW Funct Area and subfunction
By default the Funct Area should be "BW - Other" and subfunction "Any".
In most cases the Funct Area and subfunction is to be choosen based on the application it impacts :
Application | Application | Funct Area | Subfunction |
|---|---|---|---|
AU | Authorisation Follow Up | BW - Other | Any |
CATS | Time Sheet | BW - Finance | PS |
COPC | Production Costs | BW - Other | Any |
FC2 | Fixed Costs | BW - Finance | CO - FC2 |
FIAA | Fixed assets accouting | BW - Finance | A/P, A/R, GL |
FIAP | Account payables | BW - Finance | A/P, A/R, GL |
FIAR | Account Receivables | BW - Finance | A/P, A/R, GL |
FIGL | General Ledger | BW - Finance | A/P, A/R, GL |
FISCA | Supplier Credit Automation | BW - Finance | A/P, A/R, GL |
FIWC | Working Capital | BW - Finance | A/P, A/R, GL |
FUNCT0 | Funct0 | BW - Finance | CO - FC2 |
GSV | Global Spent Visibility | BW - Purchasing | GSV |
GTS | Global Trade Services | BW - Purchasing | GTS |
IM | Stocks | BW - Supply Chain | Stocks |
KPI | RCS Key Performance Indicators | BW - Other | Any |
OC | Order Changes | BW - Other | Any |
PM | Plant Maintenance | BW - Industrial | PM |
PP | Production Planning | BW - Industrial | PP |
PS | Project System | BW - Finance | PS |
PU | Purchasing For Plants | BW - Purchasing | GSV |
QM | Quality Management | BW - Industrial | QM |
TR | Transport Costs | BW - Supply Chain | Transportation |
VS | Value Stream | BW - Industrial | Value Stream |
Other cases :*
Other
Funct Area
Subfunction
pVelocity interface
BW - Finance
pVelocity Interface
GSV Cockpit
BW - Purchasing
Visual Composer
Master data
BW - Technical
Master Data
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