No Matter how much care you take in setting up the configuration and master data, there are always going to be issues. These might be due to incorrect master data, incorrect transactions, incorrect configuration or any other reason.
How do you fix this issue?
In production you will not have all the access. The user might be getting an issue in running the payment program, but you can’t even view the spool. You will just be getting a screenshot from the user. Can you go through these screenshots and email and then recreate the issue?
If you don’t know how to recreate the issue, you end up asking the user to “try a few things in production.
I find this approach with so many junior consultants. They keep saying, can you try this, can you try that without knowing if that will fix the issue.
1- Replicate the issue. Check to see if the same master data exists. If the error is with vendor 50000 in company code 300, then check if this vendor exists in your Q system.
If they vendor exists, compare to see if the screens match. Perhaps, someone changed the setting of the vendor in Q, in that case, your test is not correct.
Once the master data is the same, figure out the sequence, e.g. if the user created an invoice, then made a payment, then created a check and then updated the encasement date and then voided the check and now you need to figure out how to unvoid it and remove this check from the payment document, follow the exact same sequence.
Once you get the error in the Q system, you can try the suggests that you found on google, change the config back and forth and test, change the master data etc. You might have no idea about this issue, but after a few hours of testing, you will know a lot.
You had no fear in trying out these things or sounding stupid infront of anyone as this was the test system. If your company has a sandbox or dev client, try it there rather than the Q system to avoid a transport.
I can’t emphasize this enough. Replicate issues in Q. Below is an example of how I got an issue and how I replicated it in Q.
At this point you can ask the user more questions and get the exact steps that you followed if you have no idea about this process and want to know the exact steps, but in some cases, you might be dealing with a manager who might expect you to know these things, is hard to get a hold off etc. so you want to first look at the system and try to figure out as much information as you can.
I went to Fb03 and entered the document number that the user sent me
Then I clicked on environment and payment usage to get the invoice number.
Next I went to the production
Once I found the invoice number, I opened another session in our sandbox.I had my screen shot of the invoice and I just copied the exact same details in FB60 in the Sandbox and posted the document.
Then I went to get the payment run that cleared this invoice
Once I got that, I opened F110 to see exactly how this was setup.
I then went to F110 to set this up exactly the same way!
This way I know for sure that I am not missing any steps and I can be 100% sure that I have replicated the issue.
After entering the info in SBX, I cleared the invoice and got a check number
Now I had to void it and then remove the void
I went back to production and saw the void reason on the original check and I saw that the void reason was 4, so I entered the same reason.
I have now reached the exact same situation as production
You can then go through the menu path and see if you find anything related to what you want to do or just google what you are looking for.
Note- These steps are when you are not 100% sure of the solution. If you have already fixed these type of issues in the past, then you could go straight for the solution. You should search for the solution first and then recreate the issue if you are not 100% sure that it will fix your issue or if you need test results to send to the user.
I then reset the check information
In production you will not have all the access. The user might be getting an issue in running the payment program, but you can’t even view the spool. You will just be getting a screenshot from the user. Can you go through these screenshots and email and then recreate the issue?
If you don’t know how to recreate the issue, you end up asking the user to “try a few things in production.
I find this approach with so many junior consultants. They keep saying, can you try this, can you try that without knowing if that will fix the issue.
1- Replicate the issue. Check to see if the same master data exists. If the error is with vendor 50000 in company code 300, then check if this vendor exists in your Q(insert link to system landscape here) system.