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| Section | Objectives |
|---|---|
| Incident Management Processes | - Incident lifecycle and workflow - Ticket handling and categorization |
| Reporting and Continuous Improvement | - Incident reporting and analytics - Process optimization in support operations |
| Escalation and Root Cause Analysis | - Escalation procedures and SLA handling - Root cause analysis techniques |
| SAP Solution Manager (ITSM) | - Incident and problem management in Solution Manager - Service desk configuration and usage |
| SAP Business All-in-One Support Operations | - System monitoring and issue resolution - Support model and service processes |
1. Which transactions will usually give you information about an update that terminated with an error message? (Choose two)
A) SM13
B) SM21
C) ST11
D) SM12
2. You are analyzing a report program with respect to a reported error with the default values on a Selection screen. Where may you find the origin of the default values? (Choose two)
A) In non-executable ABAP statements like PARAMETERS or SELECT-OPTIONS
B) In the element list of the Screen Painter
C) In the function key settings of the Menu Painter
D) In ABAP statements of the Event blocks INITIALIZATION or AT SELECTION-SCREEN OUTPUT
3. During the execution of a dialog transaction, you receive an error message about a failed authority check. How could you analyze this? (Choose two)
A) Use the F1 help to check the message ID and then apply the where-used list in transaction SE91.
B) Analyze the entry in transaction SU53 (Authorization Data for User) and compare with the User Master Record.
C) Create a Breakpoint on Statement AUTHORITY-CHECK and watch out for return codes other than 0.
D) Get the name of the authorization object from the F1 help, navigate to its definition (in SE80) and apply the where-used list.
4. The Debugger can be used to analyze where an ABAP message is being raised. Which of the following procedures is suitable?
A) Create a breakpoint at Form MESSAGE_SEND.
B) Create a breakpoint at Statement MESSAGE.
C) Create a breakpoint at Event MESSAGE_SEND.
D) Create a breakpoint at Function MESSAGE.
5. In the Service Desk, where can you search for SAP Notes?
A) Via the Tab SAP Notes in the message
B) Via transaction SNOTE_SEARCH
C) Via transaction SNOTE
D) Via transaction SAP_NOTE
Solutions:
| Question # 1 Answer: A,B | Question # 2 Answer: A,D | Question # 3 Answer: B,C | Question # 4 Answer: B | Question # 5 Answer: A |
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