Templates for support tools

[Former Member]

Hello,

Please can some one refer to some templates used for support tools , as a SD Support consultant.

I will be obliged.

Thanks.

Naz

[Former Member · Accepted solution]

Hi there,

CITRIX, REMEDY, CLARIFY are some of the support tools used.

All of them more or less work on the same functionality. It will look like a regular mail box. When you login into them using your login ID & password, you willl find all the open tickets along with their status.

Assign the tickets depends on company to company. In which ever the case, when a ticket is assigned to you, you need to change the status from OPEN to ASSIGNED & then inform the user that it is assigned to you. Then change the status to ANALYSING when you are working on that. When you made the required changes, then status RESOLVED. When the user has tested it & the results are ok then status changed to CLOSED.

Regards,

Sivanand