How to Handle IMPACT Incidents_New1

8/7/2019 How to Handle IMPACT Incidents_New1

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How to Handle IMPACT Incidents

1) Request open screen shot (before opening the ticket)

Example:

1.1) After opening the ticket.

As per the Priority and Severity of the ticket we need to change the settings in General tabscreen.(Please see the below screenshot)

Go to Tasks tab, then Select the check box, Right click then Complete Task(s) option.(see belowscreenshot)


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2) General tab activities to be performed.

2.1. Changing the Subject and Queue.

1. Change the Subject as per the ticket (Subject mentioned in the ticket).2. Change the Folder to Business Hours.

If the ticket related to BASIS then leave it as LMI Queue IBM SAP Basis.If the ticket related to ABAP/FI/MM/Maximo then Assign like thisABAP LMI Queue IBM SAP ABAPMM - LMI Queue IBM SAP MMFI-CO - LMI Queue IBM SAP FIXI/PI - LMI Queue IBM SAP XI/PI,etc


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2.2. Changing Severity

Please check the IMPACT and also analyze about the severity of the issue, and changethe severity like Severity 1/2/3/4.(Most of the tickets will be coming Severity 2).

If it is Background Job Failure then change the Severity as 3.

If it is a Duplicate ticket then change the Severity as 4.

2.3. Changing Priority

Please check the IMPACT ticket and also analyze about the issue.

If it is a High Priority ticket like(Vertex Restart), then change the Priority as High, If it is aBackground Job Failure / Inconsistencies were found in TemSe Database, then changethe Priority as Medium.

If it is a Duplicate ticket then change the Priority as Low.


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2.4. Start date and enddate requirements

Please check the Start date and enddate, how many days we worked on this ticket.

2.5. Cause Codes

If it is related to Background Job Failure then change the cause code as Batch,

If it is related to Password Reset then change the cause code as Password Rest,

If it is related to Duplicate ticket then change the cause code as Duplicate.

2.6.

*** After the changes in the General tab Click on Apply.


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Ex :

After changing all the fields in Impact ticket.


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3) Adding 'Initial Customer call back'

After completing the Request Open task, then Right click select the Initial Customer call backoption, then Ok.

In the Initial Customer call Back window we need to Copy the Acknowledgement mail here.(seebelow screenshot)

After adding the acknowledgement mail Please select the check box. Right click then

select Complete Task then Ok.

4. Complete the 'Initial Customer call back' and Assign it to Particular Team(Basis/ABAP/FI/XI/MM and Maximo)

Right click on the Initial customer call back then select the Assign to option then Assign

to Relevant team.(Basis / ABAP / XI / FI/ MM and Maximo).Ex:


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5) Acknowledgment - format for Basis and Text for Non-Basis.

5.1 - Acknowledgment format for BASIS

Example:

************************This ticket raised by Stephane, to Restart Vertex.************************

Hi Stephane,

Your request for Service Now: Incident INC68349 has been received by the IBM-AMS

support team as Impact: LMII2236 with the Subject Line: " User called to find out how

to get a French version of SAP. He need to know the cost of this version of SAP. "

I am assigning this request to IBM - SAP Basis team, who will be in touch with you as

additional details are required or information is available.

Please consider IBM - SAP Basis team to be your contact for this item.

Thank you.

Vijay.***************************************************************************************************************

5.2 - Acknowledgment format for non BASIS

Hi John,

Your request for Service Now: Incident INC68702 has been received by the IBM-AMS supportteam as Impact: LMII2238 with the Subject Line: "UOM code needs change in ZRMM05BLT02TH = TH"

I am assigning this request to IBM - SAP ABAP team, who will be in touch with you as additionaldetails are required or information is available.

Please consider IBM - SAP ABAP team to be your contact for this item.

Warm Regards,.................Vijay_____________________Vijaya Krishna BudharapuSAP BASIS ConsultantFTP, 2nd Floor, WhiteField,

Bangalore- 560 066.Mobile. No: +91 9986616616.Phone : 080 - 22669611.


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6) Standard Mail ids for acknowledgment.

[email protected],

"Bagley, David" , "Kongara, Dan" ,Michael Hennings/Baton Rouge/IBM, Bipinchandra Kundgol/India/IBM, Pradeep GThomas/India/IBM, Suvrajit Dey/India/IBM, Kanav Uppal/India/IBM, Vijaya KBudharapu/India/IBM,

7) Process of adding Hold task (do not complete the Hold task).

If the Relevant Team is not available then put it on Hold.

If the team is not available (IST night hours, Team member is on vacation / Leave), then the ticketPut it on Hold.

Updating the Hold Task.

Ex:

7.1. Please select the check box of Assign Request, then Right Click select the Complete

the task(s) option then Click Ok.

7.2.Right click on the Assign Request, then Right click select the Add Task option and then selectthe Hold option then click on Ok.(see the screenshot)


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Explanation of Hold (Stops SLA clock):

If the ticket is Put it on Hold, it will stops the SLA clock.In the Hold task we can put the comments / Reasons.(Why the ticket is on Hold)Ex: The Relevant team is not available(IST night hours) / Vacation.

Documents

How to Handle IMPACT Incidents_New1