It is very important to know which ticket should be created based on the criticality of the issue/error in SAP Systems. SAP has defined the following priorities for problem cases:
1. Very high:
A case should be categorized with the priority "very high" if the problem has very serious consequences for normal business processes or IT processes related to core business processes. Urgent work cannot be performed.
This is generally caused by the following circumstances:
- A productive system is completely down.
- The imminent system go-live of a production system or upgrade of a production system can't be completed.
- The customer's core business processes are seriously affected.
- And for each circumstance, a workaround is not available.
The case requires immediate processing because the malfunction may cause serious losses.
In case of a go-live or upgrade, the reason to delay the go-live or upgrade must be one that would cause serious losses if not resolved before the go-live.
A case can be classified with priority ‘very high’ in case of severe security vulnerability or cyber attack or in case of an event relevant for a data notification breach event.
2. High:
A case should be categorized with the priority "high" if normal business processes are seriously affected. Necessary tasks cannot be performed. This is caused by incorrect or inoperable functions in the SAP system that are required immediately. For example; users cannot access the system, a go-live cannot be completed, users complete data is not accessible, etc.
The case is to be processed as quickly as possible because a continuing malfunction can seriously disrupt the entire productive business flow.
3. Medium:
A case should be categorized with the priority "medium" if normal business processes are affected. The problem is caused by incorrect or inoperable functions in the SAP system.
4. Low:
A case should be categorized with the priority "low" if the problem has little or no effect on normal business processes. The problem is caused by incorrect or inoperable functions in the SAP system that are not required daily or are rarely used.