In SAP FICO production support, what is meant by a support ticket, and which of the following is a typical example?

Introduction / Context:
SAP FICO consultants working in support projects spend much of their time handling issues reported by business users. These issues are logged in a helpdesk or ticketing tool as support tickets. Understanding what a ticket is and what types of issues appear in FICO is essential for both interviews and real project work. This question tests whether you can correctly describe a support ticket and recognise realistic examples from finance and controlling.

Given Data / Assumptions:

• The organisation uses SAP for financial accounting and controlling.
• End users such as accountants or controllers may face problems during day to day transactions.
• They report these problems through a ticketing system like ServiceNow, Remedy, or Solution Manager.
• Support consultants analyse, resolve, and document these tickets.

Concept / Approach:
A support ticket is an entry in the support system that records a user issue, incident, or change request. In SAP FICO, typical tickets involve posting errors, document number range issues, incorrect tax calculation, payment run failures, bank reconciliation mismatches, or configuration gaps discovered during month end closing. Tickets usually contain the user description, transaction codes, screenshots, and error messages. The support team categorises them by priority, module, and type, then works to provide a solution or workaround within agreed service levels.

Step-by-Step Solution:
Step 1: Identify that support tickets relate to system incidents and requests rather than physical items or HR forms. Step 2: Consider common SAP FICO issues, such as payment run F110 errors, tax procedure mismatches, or differences between subledger and general ledger balances. Step 3: Recognise that these issues are logged as tickets, where each ticket tracks the problem from creation to resolution. Step 4: Evaluate each option to see which one describes this pattern. Step 5: Option a clearly defines a ticket and gives realistic FICO examples, while the other options refer to unrelated artefacts.

Verification / Alternative check:
If you speak to any SAP FICO support consultant, they will describe their work in terms of the number and type of tickets they handle. They are measured on ticket resolution time, quality of solutions, and user satisfaction. Building access cards, appraisal forms, and licence keys are not part of this workflow, which confirms that they do not match the concept of a support ticket in this context.

Why Other Options Are Wrong:
Option b describes a physical security badge rather than a system issue record. Option c is an HR document unrelated to system support. Option d is a licence key used during software installation, not a user raised incident. None of these involve tracking a problem through analysis, configuration, testing, and closure like a support ticket does.

Common Pitfalls:
Beginners sometimes confuse support tickets with change requests or projects. While some tickets are indeed change requests, many are incident tickets that must be resolved quickly with minimal configuration change. Knowing typical ticket examples helps you give concrete answers in SAP FICO interviews and shows that you have exposure to real support work.

Final Answer:
A support ticket in SAP FICO is a recorded user issue or request, such as an error during automatic payment run, a tax calculation problem, or a mismatch between ledger balances.