Tools for ticket resoled

[Former Member]

Dear SHESAGIRI.G.

can you please explain is this the mathod off posting the issue in a portal,

What is the lifecycle of the issue/ticket ?

According to me it comes through one portal and helpdesk team resolve it with user`s ID or Their own ID and reply the same in the portel . And if thay are not able to resolve it comes to our engenering team and if it is devlopment related issue it comes to us and we ask for CR to business head .

Now what is Tools ?????????

Thanks

[Former Member · Accepted solution]

Hi Yes u r rt e.g. when you open <b>remedy</b>, it will give you the list of tickets in your group. When you select a particular ticket, it will give the following fields.

1.Manager from user group

2.Created on

3.Created by

4.Issue description

5.Transaction details like order number, delivery number etc

6.SLA Date

7.Priority level

8.Way for solution screen which the consultants need to fill in

9.History of changes in the ticket etc.

The work process in support projects are given below for your reference.

1. The customer or the end user logs a call through any tool or by mail (RADIX).

2. Each one of the support team is a part of support group.

3. Whenever a customer logs a call he /she has to mention to which work group (by name).

4. Once the calls came to the work group the support consultant or the team need to send an IR (Initial Response) to the user depending upon the priority of the calls. (Top, High, Med, Low, None)

5. Then the error is fixed, debugged by the support consultant or the team. Then after testing properly by generating TR (Transport Request through the basis admin)

6. Then it is informed to the end user/customer/super user about the changes which have moved to the production server by CTS process.

These are the process. In summary, what I understand is that if any configuration or customization is required to solve the issue, then the consultant have to work on DEV Client, then the end user will test it in the QA client and after approval the BASIS consultant has to transport it to the PRODUCTION client.

An example:

Tickets in SD can be considered as the problems which the end user or the employees in the company face while working on R/3. Tickets usually occur during the implementation or after the implementation of the project. There can be numerous problems which can occur in the production support and a person who is working in the support has to resolve those tickets in the limited duration, every ticket has the particular deadline alert so your responsibility is to finish it before that deadline.

[Former Member · Accepted solution]

I understand the process but what is the meaning of tool used ?

[Former Member · Accepted solution]

There varieties of tools used in support