how can i solve a issue through remeady

[Former Member]

how can i solve a issue through remeady..

With Regards

Prasanta

[Former Member]

sx

[Former Member]

Hello,

Remedy and other similar products are the tools which track the Action / Time taken for resolving a call. Normally, once an issue is reported, that will be recorded in a tool with an estimated fix time. If the call is not fixed / actioned within the estimated time, it go as breached.

The analyst need to update the call status in the tool. They will need to update the actions taken, call notes ..etc. Once the issue is fixed, you may set the call status as resolved. Once you set the status as resolved, the user who riased the issue will get an e-mail. They will confirm whether the issue is actually closed or not. Depends upon their cconfirmation, the status will be set to Closed or again Reopen.

This is a typical helpdesk tool scenario.

Prase

[Former Member]

but i want to know how can i config that tool for ticketing system.

regards

Anuj

[Former Member]

Hi,

If i am not wrong, Remeady is a ticketing tool.

You will be referring he ticket issue based on the assigned group. We will try to analyze the issue by looking into SAP Screens and enter the user communication / resolution details in the work log of remedy. Once User accepts the solution the ticket is closed in Remeady.

Remeady is only a ticket tracking tool and you cannot SOLVE any ISSUE in this.

Regards

Vamsi Javaji.