life cylce of a ticket

The life cylce of a ticket can be described a s below.

Stage  Call/ticket loggin- The SAP FI user faces a problem and loggs the ticket for the resolution of the issue. The call loggin mechanism could be on a tool like remedy etc or it could be even a voice call. Some organization even use the traditional email. The latest tool for this could be SAP solution manager helpdesk

Stage (ii) Ticket analysis- Based on the the hierarchy set up in the project, the ticket automatically goes to level 2 users or core team members for analysis. These people analyse the ticket and try to get the solution based on their experience or from the repository if any. If they are not able to find a solution for it it is assigned to the organization or team which is providing SAP support.

Stage (iii) Ticket assignment- The SAP support organization PM or FI team lead assigns this ticket to the relevant team member who works on thsi to find out the solution and provides the solution to the user who raised this ticket.

All these above stages have a SLA (service level agrrement in terms of time spent) associated with it during which the responsilble person has to act and take the ticket to next stage or its closure.