Hello Srikanth,
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.
CITRIX: Citrix is the secured VPN connection tool through which you can access your client's system. To access the system through citrix you need to have secure ID which will generate passwords for your ID for every 30 seconds.
You will get documentation from your project team.
Hope this will help.
Regards
Arif Mansuri
Reward if answer is helpful.
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