SAP Support Issues

I’m writing some common error messages and solutions, as you told it is required for training the
Level1 helpdesk support team. Hope it is useful.

1) For FB03 - Document number,Company code and fiscal year is a unique combination. So, if
either of this is not matching it might give error as

i) Doc No.xxx does not exist in fisc. yr.

ii) Doc No. xxx does not exist in Comp code, etc.

2) For FBS1 –

i) It might give error message as “Reason xx does not permit a later reversal”. Ans- In that case,
Reversal reason has to be changed which allows reversal at a later date.

ii) “Account type K does not exist for Doc type Dx” Ans- In that case the Doc type has to be
changed to Kx type.

iii) “G/L account xxxxxxx does not exist” Ans- The existing G/L account should be entered, OR
a new G/L a/c to be created using FS00 depending on the client requirements with due approvals.

3) For F-02 –

i) “G/L account xxxxxxx does not exist” Ans- The existing G/L account should be entered, OR a
new G/L a/c to be created using FS00 depending on the client requirements with due approvals.

ii) “Reference field is not filled”. Ans- some reference no. has to be given.

4) For FB08 –

i) “Doc No. xxx does not exist in Co. code xxxx”. Ans- Doc. No existing in correct co. code and
fiscal yr. is to be selected.

ii) “Make an entry in all required fields” Ans- Might be Reversal Reason is not entered.

5) For F.81-

i) “Make an entry in all required fields” Ans- Might be Reversal Reason is not entered.

ii) “Doc No. does not exist in Co. code xxxx”. Ans- Correct doc no. to be entered.

Please award points if you find it to be useful.

Thanks and regards,

Real Time Issue:

Billing Document not released to accounting / Accounts determination:

To resolve the error, you can analyze account determination in the billing document. Process:

Goto T.Code: VF02 & Enter Invoice number

Next (On the top most strip) goto Environment

Next (Select Environment) go to Account determination

Next (In Account Determination) select Revenue Account Determination (first option)

This will list all the condition types in the Billing document & analyze each condition & check
for which G/L accounts is not determined.

Possible errors:

1. VKOA not maintained for required combination

Solution: Maintain the combination in VKOA.

2. Account Assignment of Customer / material not maintained in Customer / Material Master (If
maintained in combination in VKOA).

Solution:

Option 1 (Standard solution):

step 1: Cancel Billing Document --> Reverse PGI --> cancel Delivery --> Cancel Sales Order

step 2: Maintain Customer master / Material Master correctly.

step 3: Recreate sales Order --> Delivery --> PGI --> Invoicing.

Option 2:

Force the Account Assignment Group of Customer / Material through Debug in change mode of
Billing document, which will release Billing Document to Accounting.

3. Account Key not maintained in Pricing Procedure:

Impact: This may create accounting document, but if condition type, which are to be posted to
account, but do not have account key maintained in pricing procedure, it will not be post the
relevant condition type to G/L account.
4. Billing Document not being released to accounting --

In Material Master, there is some link between Profit Centre & MRP Type. If one of it is not
maintained, erratically few documents get stuck while releasing Billing Document to accounting.
Few of course get posted.

Solution1: Cancel Billing Document --> Reverse PGI --> Cancel Delivery --> Block the sales
Order & Create new sales Cycle all over again after rectifying Material master.

Solution 2: (Temporary Solution) In Debug mode in Billing, force the Profit Center in Billing
Document with the help of Abaper. But ensure Material master is rectified.

From FI Side, you require to check that all the G/L account has been maintained through T.Code:
FS00. G/L account being Master data has to be created in each client to upload through LSMW /
SCATT / BDC.

In Billing Document in change mode (in the first screen where we enter Billing Document
number), on the top most left hand corner, take a dropdown on Billing Document & select
Release to accounting. Here you can get the under mentioned possible message:

1. G/L account not found

2. Cost Element not maintained for G/L account.

Most of the times we need to transfer stock of material from one plant to another plant or plants.
In SAP R/3 the following type of procedures are available.

Stock Transport Order:

Without Delivery

With Delivery via Shipping

With Delivery and Billing Document/Invoice

Advantages of the Stock Transport Order

It has the following advantages over the transfer of stock without a stock transport order:

A goods receipt can be planned in the receiving plant.

A vendor can be entered in the stock transport order.

Delivery costs can be entered in the stock transport order.

The stock transfer order is part of MRP

The goods issue is possible via a delivery or via Shipping.

The goods receipt can be posted directly to consumption.

The entire process can be monitored via the purchase order history.

Stock Transport Order with Delivery and Billing Document/Invoice

As per Indian Law, if the material is subject to Excise Duty, even moving between plants needs
to be accompanied with Excise Invoice. The following process describes the full cycle of from
stock transport order, goods issue, excise invoice and goods receipt processes.

Create Stock Transport Order

In case of requirement of materials, A Stock Transport Order stating specific quantity of material
will be raised by receiving plant to the supplying plant. For creating Stock transport we can use
the following path:

Logistics> Materials Management> Purchasing> Purchase Order> Create>Vendor/Supplying

Plant Known

T. Code: ME21N or ME27

Creating Outbound Delivery

If the stock of material is available in Supplying Plant then Supplying Plant will create a delivery
against the above Stock Transport Order.

SAP menu> Logistics> Sales and Distribution> Shipping and Transportation> Outbound
Delivery> Create> Collective Processing of Documents Due for Delivery>Purchase Orders

T. Code: VL10B

Changing Outbound Delivery

To Pick the Material and to do the Post Goods Issue supplying plant will change the above
outbound delivery document.

SAP menu> Logistics> Sales and Distribution> Shipping and Transportation> Outbound
Delivery> Change> Single Document

T. Code: VL02N

Creating Billing Document

After PGI, A billing Document known Commercial Invoice is created to update the
corresponding GL Accounts and same is send to receiving plant (Customer).

Logistics> Sales and distribution> Billing>Billing document> Create

T. Code: VF01

Creating Excise Invoice

To meet the legal requirement and to submit it to Excise Authorities the supplying plant will
create an Excise Invoice. It is a legal document and it must accompany the goods when these are
being sent to the Receiving Plant (Customer).

SAP User menu> Indirect Taxes> Sales / Outbound Movements> Excise Invoice> for Sales
Order> Outgoing Excise Invoice Create

T. Code: J1IIN

Goods Receipt for Stock Transport Order

With reference to Stock Transport Order as created above goods are received at the receiving
plant. During entering this goods movement at receiving plant we can capture and post the Part I
and Part II of excise duty. To get Excise Invoice tab at Header Data choose Check icon at third
row at the top of the screen.

Logistics> Materials Management> Inventory Management> Goods Movement> Goods Receipt

for Purchase Order

T. Code: MIGO

SAP production Support ticket resolving is used to document and track production problems
from initial phone call to resolution. The tool provides an environment for thorough problem
description, categorization and tracking, allows for the transfer of problem tickets to other
groups, and confirms problem resolution with the end user via an e-mail message sent upon call
closure.

SAP has a tool which called SAP Solution Manager.

For further information, please check this link.

http://www.asug.com/client_files/Calendar/Upload/NJ11.16.04.ppt

The types of ticket and its importance could be break down like this (Depend on the SLA -
Service Level Agreement).

1. Critical.
2. Urgent.

3. High.

4. Medium

5. Low.

The response times and resolution times again are defined in the SLA based on the clients
requirement and the charges.

This is probably from the viewpoint of Criticality of the problem faced by the client as defined
by SAP.

<b>First Level Ticketing:</b>

Not severe problem. Routine errors. Mostly handled by Service desk arrangement of the
company (if have one).

For examples:

a) Say Credit limit block in working on certain documents?

b) Pricing Condition Record not found even though conditions are maintained?

c) Unable to print a delivery document or Packing list?

PS: In the 4th phase of ASAP Implementation Methodology( i.e Final Preparations for GO-
LIVE) SAP has clearly specified that a Service desk needs to be arranged for any sort of
Implementation for better handling of Production errors.

Service desk lies with in the client.

<b>Second Level Ticketing:</b>

Some sort of serious problems. Those Could not be solved by Service Desk. Should be referred
to the Service Company (or may be company as prescribed in SLA).

For example:

a) Credit Exposure (especially open values) doesn't update perfectly to KNKK Table.

b) Inter company Billing is taking a wrong value of the Bill.

c) Need a new order type to handle reservation process

d) New product has been added to our selling range. Need to include this into SAP. (Material
Masters, Division attachements, Stock Handling etc.)

<b>Third Level Ticketing:</b>

Problems could not be solved by both of the above, are referred to Online Service Support (OSS)
of SAP Itself. SAP tries to solve the Problem, sometimes by providing the perfect OSS Notes,
fits to the error and rarely SAP logs into our Servers (via remote log-on)for post mortem the
problem. (The Medical check-up client, connections, Login id and Passwords stuff are to be
provided to SAP whenever they need or at the time of opening OSS Message.)

There are lots of OSS Notes on each issue, SAP Top Notes and Notes explaining about the
process of raising a OSS Message.

Sometimes SAP Charges to the client / Service company depending on the Agreement made at
the time of buying License from SAP.

For examples:

1) Business Transation for the Currency 'EUR' is not possible. Check OSS Note - This comes at
the time of making Billing.

2) Transaction MMPI- Periods cannot be opened – See OSS Note.

There are many other examples on the issue.

<b>Fourth Level Ticketing:</b>

Where rarely, problems reach this level.

Hope this will help.

Regards,

Supprting tickets are errors occured when user done the

business transaction in sap. this should be solved by sap
fi support consultant
Ex:- when user doing the service invoice posting through
f-43, he selected v2 in tax code, but he gets the error
messege accounts are not assigned for this transaction.
so the fi consultant role is to assign gl accounts to
patriclular tax code, then tickets resolved