Guide for opening ABO Tickets

To correctly open tickets related to Autosky SAP ABO, follow these steps:

1. Perform the initial steps in the general process for opening support cases.

2. At the step of selecting the occurrence related to your case, enter the ticket information according to the items below:

• Service: For ABO, the service must be Cloud Computing.

• Topic: From the list, select AutoSky SAP Business One.

• Item: There are three options (read more in the topic Item and Category Classification).

• Category: Each item has different categories (read more in the topic Item and Category Classification).

• Environment Status: Choose between Production or Implementation.

• Client Company: An open field to enter the company name.

Example of filling out the fields for an ABO ticket

Item and category classification

There are three main item options for ticket classification: System Impaired, Request, and General Guidance. Each item contains specific categories for different situations.

Review the descriptions below and select the item and category that best match your case:

Impaired System

The “Impaired System” item has the following categories:

Unavailability	No user can access SAP, requiring immediate intervention to restore system availability.
Access Problems/Degradation	Incidents of performance degradation or intermittent access difficulties, impacting SAP’s responsiveness and usability for one or more users.
Problems with Applications or Routines	The error occurs not directly in SAP but in integrated applications, such as DTW and Crystal, or specific routines, like sending emails with attachments or using internal alerts. SAP is accessible, but the interacting applications have issues.

Resquest

The “Resquest” item has the following categories:

Autosky Settings	Required configurations in Autosky, such as enabling applications, access division by application, schedule changes, access restrictions, web/remote app setup, and creating an admin user.
Connectivity	Requests for creating VPN access, configuring VPN, enabling IP, and creating DNS.
SAP B1 Settings	Configurations in SAP B1 related to infrastructure, such as printing, SMTP, setting up default applications for opening documents, export/import/upgrade of databases, Service Layer settings, add-on installation errors, or digital certificate installation.

General Guidelines

The “General Guidelines” item has the following categories:

Information or Reports Request	Requests for monitoring reports, general information for partner audits, RCAs, SAP user reports, Autosky user reports, etc.
Other Requests	Requests for meetings, environment analysis, Autosky training, etc.

Finally, click on “Next” to go into more detail about the case.

Screen for case details