on 09-08-2008 7:14 AM
Dear All.
Can any one Plz send me some documents related to Remedy Ticketing Tool.
If Possible send me some related ticketing tool list and Documents.
Thanx
Subramanian.Ramasamy
Hi,
please find the below remedy process:
REMEDY : It is issue management tool used by the service provider to manage their tickets/issues. The documentation you can find from your project team, but mainly the process will be as follow for managing
issues:
There are several stages from raising the ticket to close it.
1. Creation of Ticket : Inititally user will identify the query and raise the ticket in Issue management tool.
2. Acceptance of Ticket: Support team will response the user query saying that We acknowledge the query.
3. Assign to Consultant: Once Ticket is accpeted by support team, they will assign to respective team
4. Work in process: Consultant will put the status as Work in Process when he starts working on the issue,
5. User input required : if required more information from user, consultant will change status as user inputs required.
6. Work in process: Once user gives input, consultant will start working on that and put the status as WIP.
7. User testing: Once solution is provided and sent for user testing
8. User Accpetant: User will test and accept / reject the solution
9. Completed : everything goes fine consultant / user will change status as completed
10. Close: Support team / User will change the status as Close after completion of query.
Regards,
Sumith
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apart from above menctioned,
knowledge base will be there where u can get all the previous issues and solution,
and once u gave a solution that shouls also updated in knowledge base.
Regards
RAJ
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Thanx
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