The highest-volume queue in most AMS contracts, and the one where a stalled document is measurable in days of working capital.

• O2C-01 Billing and delivery blocklive Releases the block through the sales order interface after a policy check, then verifies the document moved downstream.
• O2C-02 Credit block approvallive Re-runs SAP's own credit check to clear holds that are already stale, and routes genuine credit risk to a named approver with limit, exposure and headroom attached.
• O2C-03 Order document flowlive Order, delivery, warehouse, billing and cash in a single view assembled from the document flow, so the stalled step is named rather than searched for.
• O2C-04 Sales order incompletion Completes governed fields held in the incompletion log, and routes the remainder with the exact gap and the owning team named.
• O2C-05 Pricing procedure failure Resolves a failed pricing procedure to the missing condition record or the step that returned nothing, with the values already looked up.
• O2C-06 Condition record integrity Conditions that exist but do not apply: lapsed validity, an access sequence overtaken by a more specific record, or two records overlapping. States which condition won and why.
• O2C-07 Tax determination Traces the tax code applied to the country, jurisdiction and customer tax classification that decided it, rather than reporting that tax is wrong.
• O2C-08 Order-entry master data Customer-material info records, sales-area views and partner functions that stall an order before it is priced. Completes the governed fields, routes the rest.
• O2C-09 Pre-sales document stall Quotations and inquiries that never convert, resolved to the block, the expired validity or the missing reference holding them.
• O2C-10 Rebate and promotion settlement Agreements that did not apply or did not settle, resolved to the agreement, the eligibility condition or the settlement run responsible.
• O2C-11 Returns and credit memo Tracks the returns chain, identifies credit memo requests held from billing, and releases them under approval.
• O2C-12 Receivables aging and dunning Aging, blocked open items and dunning-level distribution surfaced as a work queue rather than a report, with the collectable items ranked.
• O2C-13 Availability and confirmation Schedule lines that confirm short or not at all, resolved to the stock, the receipt element or the checking rule responsible, with the backorder consequence stated before rescheduling.

Where invoice aging turns into supplier escalation. High volume, highly repetitive, and unforgiving at period close.

• P2P-01 Supplier purchasing blocklive Releases the block on the vendor master under approval and confirms requisitions can flow again.
• P2P-02 Invoice payment blocklive Diagnoses the hold and releases it where the interface permits. Where the interface is read-only, hands over the exact release step and verifies the result.
• P2P-03 GR/IR reconciliationlive Matches uncleared receipts to invoices beyond tolerance and posts the clearing under approval at period close.
• P2P-04 Three-way match variance Order, receipt and invoice variances resolved to the specific tolerance breached, with recurring variance patterns grouped by vendor and material.
• P2P-05 Blocked supplier open items Open items held behind a blocked vendor, surfaced with the aging that makes them urgent and the block that caused them.
• P2P-06 Purchase order history integrity Receipt and invoice history that no longer reconciles to the order, caught upstream of the variance it will otherwise cause at invoice verification.
• P2P-07 Duplicate invoice scoring Scores an incoming invoice against the vendor's posted history on reference, amount, date and order, and carries the score into the approval gate rather than into a report.
• P2P-08 Release strategy stall Orders and requisitions stuck in a release strategy, routed to the correct releaser with the strategy, the level reached and the missing approval explained.

Period close is deadline work: everything is urgent at once, and most of it is the same exceptions every month.

• R2R-01 GR/IR clearing at closelive The close-critical reconciliation, approval-gated and audited, with the posting verified against the ledger after it is made.
• R2R-02 Posting and document errorslive Failed journal postings diagnosed to the account, period or validation rule that rejected them.
• R2R-03 Period and posting-date blockslive Documents rejected because a period is closed or not yet open. Held and reposted when it opens, or escalated with company code and date named.
• R2R-04 Account determination Postings that found no account, or the wrong one, resolved to the valuation class, transaction key and chart of accounts involved.
• R2R-05 Clearing and matching Clearing that did not complete beyond the GR/IR case: partial payments, residual items and reset clearings traced to the open item that blocked them.
• R2R-06 Duplicate posting and reversal Duplicated documents detected and reversal chains traced, so the correcting entry is identified rather than the original reversed a second time.
• R2R-07 Intercompany reconciliation Mismatched intercompany pairs surfaced with both sides of the transaction and the company codes that disagree.
• R2R-08 Valuation and revaluation runs Currency valuation failures resolved to the rate type, exchange rate entry or open item that stopped the run, with the run re-triggered under approval.
• R2R-09 Missing accounting document Billing documents that produced no accounting document, resolved at the sales-to-finance handoff rather than reported as a hole in the ledger.
• R2R-10 Cost center and internal order Allocation, settlement and assessment-cycle failures traced to the object that broke them.
• R2R-11 Asset accounting Depreciation run failures and asset master gaps blocking capitalization, with the affected asset class named.
• R2R-12 Costing and material ledger Costing runs and standard cost releases that fail or produce implausible results, traced to the missing price, the routing or the material that broke the run.
• R2R-13 Statutory and tax reporting Periodic tax returns and electronic document submissions that fail validation or are rejected by the receiving authority, resolved to the document and the rule that rejected it. Scope is set per country at assessment.

Small in ticket count and large in consequence. A payment run that stalls is noticed by suppliers before it is noticed by the service desk.

• TRE-01 Payment run exceptions Items excluded from a payment proposal, resolved to the block, the missing bank detail or the house bank determination that dropped them, before the run is repeated rather than after.
• TRE-02 Bank statement posting Statement lines that did not clear, resolved to the interpretation rule or the open item they should have matched, with the residual left for a person only when the match is genuinely ambiguous.
• TRE-03 Payment file and connectivity Outbound payment files that failed to generate or transmit, separated into format rejection and connectivity failure, since the two go to different teams and are routinely confused.

Bad master data is rarely the reported ticket. It is the cause of the reported ticket, several processes downstream.

• MDM-01 Material master completionlive Completes classification and logistics views stalling downstream movement, through a governed change rather than a direct edit.
• MDM-02 Customer and partner blocklive Releases central blocks halting order entry for an account, and confirms the account can transact.
• MDM-03 Vendor master gapslive Missing purchasing or company-code views blocking procurement, completed or routed with the blocked requisitions attached.
• MDM-04 Duplicate record detection Detects and routes duplicates before they fragment reporting, credit exposure and spend analysis.
• MDM-05 Ledger account master Account master gaps and inconsistent company-code settings, alongside the customer, vendor and material coverage already in place.
• MDM-06 Dependency impact Not the missing field but what it stops: the sales areas, company codes and plants that depend on a record, so downstream impact is stated before the change is made.
• MDM-07 Governed change requestlive Tracks and verifies change requests end to end rather than editing behind governance, reconciled to a configured request type by name.
• MDM-08 Mass load exceptions Bulk creates and updates that fail part-way, reported as the failing records and the field that rejected them rather than as a failed run, so the load is completed instead of repeated.

Physical-flow exceptions. Highly repetitive, and expensive the moment they stall a shipment or a production run.

• SCM-01 Delivery block releaselive Shipments held at the delivery document, released under approval and verified against the delivery.
• SCM-02 Warehouse task exceptionslive Open and unconfirmed tasks surfaced with the delivery they belong to, rather than as a warehouse queue with no business context.
• SCM-03 Goods movement failures Posting errors on receipt or issue diagnosed to the material, plant, batch and reason, including receipt postings against an open order.
• SCM-04 Production order exceptions Orders that cannot release or confirm, whether from component shortage, capacity, status or a failed operation confirmation.
• SCM-05 Delivery execution readiness Picking, packing and goods-issue prerequisites checked before the step is attempted, so a shipment is not found blocked at the dock.
• SCM-06 Inbound delivery failures The receiving counterpart to the outbound scenarios: inbound deliveries that cannot post, confirm or close.
• SCM-07 Production goods issue Backflush and component issue failures resolved to the material, batch or storage location that rejected the movement.
• SCM-08 Planned order conversion Planned orders that fail conversion, resolved to the missing routing, component or capacity behind it.
• SCM-09 Quality inspection lots Lots blocking usage decisions and downstream movement, with the characteristic that failed named.
• SCM-10 Maintenance notifications Plant-maintenance notifications blocking equipment availability, routed with the affected functional location.
• SCM-11 Transportation and freight Freight order and planning failures, now including freight and handling charge determination in delivery processing.
• SCM-13 Batch and serial exceptions Movements and deliveries blocked by batch determination, expiry, status or a serial number that does not match the record, resolved to the object holding the stock.
• SCM-12 Planning run anomalies Planning results that are wrong rather than failed: exception messages, implausible quantities, dates that shift without cause. Runs on a schedule, not on a ticket.

Convergent invoicing and contract accounting generate high, highly repetitive exception volume, which gives them the best automation ratio in the environment.

• BRM-01 Contract account postingslive Contract-account postings, clearing failures, dunning-run exceptions, write-offs and disputes. Open items are classified against the configured exception taxonomy; write-off, reversal and clearing run as approval-gated actions.
• BRM-02 Convergent invoicing Billable items that fail to invoice, resolved to the item and the rule that rejected it.
• BRM-03 Provider contract errors Subscription contracts blocking activation, change or billing.
• BRM-04 Rating and charging Usage records that fail to rate, with the charge plan that rejected them identified.
• BRM-05 Subscription order errors Orders failing between the subscription front end and the billing back end.

The highest-volume repetitive failure class in the environment, and the one most likely to be worked by three teams before it is owned by one.

• INT-01 Document reprocesslive Corrects a failed interface document where the fix is whitelisted, reprocesses it through the standard program, then re-reads the control record to confirm the resulting status.
• INT-02 Failure classificationlive Twelve error categories covered, separating the categories a reprocess alone clears from those needing a precondition corrected first.
• INT-03 Environment monitoringlive Continuous detection across the document flow with a retry limit and a loop guard, so a failure is worked before a ticket is opened.
• INT-04 Interface failure triagelive Failures classified and routed to the owning system, including gateway and service error logs, rather than bounced between teams.
• INT-05 Capability discovery Crawls the service catalog, metadata and view models to establish, per field, what a specific system will let an agent read and write. Observed capability, not documented claims.
• INT-06 Queue exceptions Communication entries stuck between systems, inbound and outbound, with the blocking entry named rather than the queue reported as long.
• INT-07 Service runtime Service and proxy runtime failures resolved to the endpoint, payload or configuration behind them.
• INT-08 Workflow item exceptions Work items stuck or failed anywhere in the environment, with the agent determination or missing approver named. Shared by release strategy and governed master data change.
• INT-09 Middleware channels Adapter, channel and mapping failures alongside the document layer.
• INT-10 Credential and certificate expiry Certificates and stored credentials tracked to their expiry date, so the interface outage is prevented rather than diagnosed at two in the morning. The only agent in the group whose success is measured in tickets that never arrive.
• INT-11 Line-of-business interfaces Failures between the core and the connected suite applications for procurement, travel and expense, and human resources, triaged through their published interfaces and routed to the owning platform.

Most of this data has no published interface in a standard landscape, so the group is delivered by one shared read service reviewed and transported by your team — not by sixteen separate builds.

• BAS-01 Job failure and recoverylive Cancelled and abnormally long jobs diagnosed from the job log, with the successor scheduled under approval.
• BAS-02 Dump and error analysislive Recurring runtime errors clustered to a signature and traced to a cause, so the same dump is answered once.
• BAS-03 Performance and saturation Work-process saturation and response-time drift with the session, user and program identified.
• BAS-04 Notes and known error Recurring errors traced to an applicable note and staged with an implementation plan for the change window.
• BAS-05 Log analysis System and application logs searched and clustered to the failing object, so a repeating error is answered once rather than every time it is reported.
• BAS-06 Update task failures Save and post operations that failed after the user was told they succeeded. The most expensive class to find late, and the least likely to arrive as a ticket.
• BAS-07 Change history What changed, when and by which transport, so "it worked yesterday" is answered with evidence rather than by elimination.
• BAS-08 Custom code impact Custom objects affected by a planned change, paired with change history to scope the blast radius before the window opens.
• BAS-09 Output management Print, email and spool failures. Invisible in the technical queue and highly visible to the business, which sees only a document that never arrived.
• BAS-10 Statement tuning Costly database statements identified and traced to the object and access path, extending saturation analysis to the database layer.
• BAS-11 Configuration read System, profile, pricing and sales configuration surfaced on request, so a configuration question is answered without a consultant in the loop.
• BAS-12 Baseline comparison A known-good baseline compared against current state, extending the per-write verification already performed to a system-wide check.
• BAS-13 Availability alerting Availability and performance alerting folded into the same signature model as the SAP side, so detection and resolution share one queue.
• BAS-14 Maintenance and patching Security and kernel stacks prepared for the change window, with the dependent objects listed.
• BAS-15 Launchpad and app access Missing tiles, unassigned catalogs and apps that fail to start, separated into the three causes that look identical to the user: role, catalog assignment and service activation.
• BAS-16 Data volume and archiving Table growth tracked to the objects driving it, with archiving and deletion runs that failed or were never scheduled surfaced before the growth becomes a performance ticket.

The agent assists the decision and prepares the change; it never grants itself access, and every action in this group is gated.

• SEC-01 Authorization failureslive Missing role or authorization object identified precisely, with least-privilege remediation proposed and segregation-of-duties checked.
• SEC-02 Access request triagelive Requests routed with the exact role and the risk it carries stated, so the approver decides on evidence.
• SEC-03 Role and duty conflicts Conflicting entitlements surfaced before they become an audit finding.
• SEC-04 User lifecycle Joiner, mover and leaver exceptions and orphaned access, reconciled against the source of record.
• SEC-05 Emergency access review Elevated-access sessions reconciled against what was actually done under them, so the log review that usually happens at audit time happens the same day.

The only group with no SAP dependency and no change window. It runs on the service management connector already in production use, and it raises the resolution rate of every other group.

• SVC-01 Runbook retrievallive Runbooks retrieved from the document library and cited by name in every resolution, so the reasoning is auditable rather than asserted.
• SVC-02 Ticket quality scoring Incoming tickets scored on what decides whether they can be worked: symptom, system, object, reproduction and business impact. A ticket that cannot be resolved automatically is usually one that did not carry enough to try.
• SVC-03 Knowledge gap detection Incidents no runbook covers, reported as the specific gap rather than as a coverage percentage.
• SVC-04 Coverage and deflection Which article carried which resolution, what was deflected to self-service, and where the environment runs on undocumented knowledge held by one person.
• SVC-05 Article drafting A draft article written from the resolution record and routed for approval, so the knowledge base grows as tickets close instead of at review time.