Ticketing tool
Ticketing tool vary from client to client. SAP also provides SAP Solution Manager, which is also used as Ticketing Tool.
Ticketing tool vary from client to client. SAP also provides SAP Solution Manager, which is also used as Ticketing Tool.
General
concept of Tickets:
Handling
tickets is called Issue Tracking system. The errors or bugs forwarded by the
end user to the support team are prioritized under three seviority High, Medium
and Low. Each and every seviority as got its time limits before that we have to
fix the error.
The
main job of the supporting consultant is to provide assistance on line to the
customer or the organisation where SAP is already implemented for which the
person should be very strong in the subject and the process which are
implemented in SAP at the client side to understand,to analyse,to actuate and
to give the right solution in right time.This is the job of the support
consultant.
The
issues or the tickets(problems) which are arised is taken care of on priority
basis by the support team consultants.
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 employee in
the company face while working on R/3. Tickets usually occur during the
implementation or after theimplementation of the project. There can be
numerous problem 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.
To
begin with , we should give "TICKET" to you for not knowing it.
Here is
an eg of a ticket raise:
End
user is not able to
1.
Create Sales order for a customer from a New plant , since shipping point determination
is not happened . ( Without Shipping point the document becomes INCOMPLETE and
he will not be able to proceed further like DELIVERY, BILLING).
He
raises a ticket and the priority is set in one of the below:
1.
Low 2. Medium 3. High.
Now you
need to solve this ticket. You would analyze the problem and identify that the
SP configuration has to be done for the new plant.
You
would request a transport for DEV CLIENT to BASIS. You do the change and
Request one more Transport to BASIS for QA client. The End user will test the
same by creating a sales order for the new plant and approve it.
Finally,
you request a transport to move the changes to PRODUCTION. Once the change is
deployed in production the TICKET is closed. What I have given is a small
example. You would get some real issues with severity HIGH in your day-day
support.
Using an External Service Desk
Using an External Service Desk
Use
this process if your support organization is divided into several levels. Your
SAP experts support SAP applications in the SAP Solution Manager Service Desk.
Use an external service desk from a third-party supplier to support non-SAP
applications, e.g. general IT problem messages. This process describes how the
two service desks work together.
Prerequisites
Prerequisites
§ You have configured the Service Desk using the
IMG.
§ You have connected an external Service Desk to
your SAP Solution Manager. For further information, see Connecting an External Service Desk.
Process
Scenario A: Starting from the external service desk
Process
Scenario A: Starting from the external service desk
1.
The
customer, user or reporter creates a support message in the external service
desk.
2.
A
member of the support unit responsible processes the support message in the
external service desk.
3.
He
classifies the support message as an SAP application problem and forwards it to
the Solution Manager Service Desk.
4.
The
system creates a corresponding message in the Solution Manager Service Desk.
5.
The SAP
expert processes the support message in the Solution Manager Service Desk.
6.
The
external service desk staff send additional processing information.
The system copies the
information automatically.
7.The SAP expert sends the support message back
to the external service desk with a proposed solution or for further
processing.
8.
The
external service desk processor puts the support message back in processing.
9.
The
external service desk processor sends the support message to the problem
reporter, with a proposed solution.
10.
The
problem reporter tests and confirms the solution.
The system closes the
message in the external service desk and in the Solution Manager Service Desk.
Scenario B: Starting
from the Solution Manager Service Desk
1.
The
customer, user or reporter creates a support message in the Solution Manager
Service Desk.
2.
An SAP
expert processes the support message in the Solution Manager Service Desk.
3.
The SAP
expert decides that the support message is not an SAP application problem, and
forwards it to the external service desk.
4.
The
system creates a corresponding message in the Solution Manager Service Desk.
The Solution Manager Service Desk shows the processing status of the message as In
External Processing.
5.
The
external service desk staff process the support message in the external service
desk.
6.
The SAP
expert sends additional processing information.
7.The SAP external service desk staff send the
support message back to the Solution Manager Service Desk, with a proposed
solution or for further processing.
The system updates the
support message in the Solution Manager Service Desk.
8.
The SAP
expert processes the support message in the Solution Manager Service Desk
again.
9.
The SAP
expert sends the support message to the problem reporter, with a proposed
solution.
10.
The
problem reporter tests and confirms the solution.
The system closes the
message in the Solution Manager Service Desk and in the external service desk.
Connect an External Service Desk
You
connect an external service desk to the Solution Manager service desk, to have
different tools for different levels of your support organization. This can,
e.g. be an external service desk of a third-party supplier for general IT
problem messages, and the Solution Manager service desk for the solution of SAP
application problems.
Integration
The SAP
Solution Manager provides an interface to which you can connect an external
service desk from third-party suppliers. You can exchange support messages
between the Solution Manager service desk and an external service desk, in both
directions, via this interface.
There is a
technical description of the interface in the SAP Service Marketplace, under 
.
Prerequisites
.Prerequisites
§ You have connected an external service desk.
§ You have made the required settings under , in the Solution
Manager customizing.
Features
, in the Solution
Manager customizing.Features
If you
have connected an external service desk, the following additional functions are
available in message processing:
§ Action functions:
§ Send to External Service Desk: Forward a message to an external service
desk, for processing.
§ Synchronize with Ext. Service Desk :
Refresh message in external service desk. If the message does not yet exist in
the external service desk, the system creates it. The message is processed in
the Solution Manager service desk.
§ Send Solution to Ext. Service Desk: Forward the message to external service desk
with a proposed solution.
§ Additional status of support message in the Context tab:
§ In External Processing: You have sent the message to the external
service desk.
§ In Internal Processing: You process a message which was sent from an
external service desk.
§ Get Proposed Solution
Remedy Supporting Tool
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.
Configuration of Solman as
Ticketing Tool
Need yr guidance to configure Solution Manager as a
ticketing tool in the below scenario:
Scenario:
We hv 04 Production Clents in R/3 (02 Nos - ECC 6.0; 02
Nos - ECC 5.0); Solution Manager has been already been installed in one the
Production clients at ECC 6.0.
Reqmnt:
Solution manager is reqd to be used as helpdesk tool
for all the 04 production clients.
Archiving Solution Manager
Service Desk Messages
·
Purpose
The
purpose of this page is to explain the archiving of service desk messages on
Solution Manager.
Overview
The
service desk messages are composed by two parts: ABA Notification (SLF1) and
CRM Transaction (SLFN).
To keep
the system consistent, the ABA Notification AND the assigned CRM Transactions
have to be removed from the system. Due to this fact, the archiving of Service
Desk messages involves two parts: The deletion of the ABA Notification and the
archiving of CRM Transaction.
Deletion of
ABA Notification
Call
transaction DNOTIFWL and set the deletion flag for the Service Desk message.
The deletion flag corresponds to the system status I1076 (deletion flag).
Execute
the report Z_DELETE_BASIC_NOTIFICATIONS.
If you
execute the report in production mode, all messages with the status I0076 are
deleted from the database. You can also execute the report in test mode. In
this case, the system displays a list of messages that can be deleted.
Archiving of
CRM Messages
The
deletion of CRM messages is not possible anymore (as of SAP Note 845433). The CRM message only can be archived.
In order to be able to create the archiving file, the CRM
transactions need to have the system status I1005 (Completed). Please
make sure that the transactions that you want to archive have this status.
Also the different customizing settings (SARA - Goto -
Customizing) as e.g. the residence time, the Recurrence After No. of Days, have
an influence if an object can be archived, so please check this also the
general information about archiving with transaction SARA under 'Archiving
Procedure'.
CRM_ARC_SERORD_CHECK Check program
CRM_ARC_SERORD_SAVE Write program
CRM_ARC_SERORD_DELETE Delete program
When the delete run has completed, the service process has been
deleted from the database and is in an archive file
1. Configuration needed to send
Service Desk messages to SAP (Standard scenario)
Configuration needed to send
Service Desk messages to SAP (Standard scenario)
·
Purpose
The
purpose of this article is to show the configuration needed to send messages to
SAP from Solution Manager.
Overview
You can
send Service Desk Messages directly from Solution Manager if you have all
settings correctly configured in your system. In the next steps I will show the
main points needed to send the message to SAP with success.
Service Desk
message
You have
a service desk message created in your Solution Manager and need help from SAP
to solve the issue reported inside of the message. In this case, you will need
to send the message to SAP for further analysis.
Sending the
message to SAP
How to maintain the transaction
AISUSER for standard and VAR scenarios
·
Purpose
The
purpose of this page is to explain how to maintain the transaction AISUSER for
the Standard and VAR scenario used in the Service Desk.
Overview
The
correct configuration of transaction AISUSER is mandatory in the Service Desk
to garantee the exchange of information about the Service Desk messages between
SAP and customer side , however this configuration is different for each
scenario (Standard and VAR).
Standard
Scenario
You are a
standard customer and want to send your messages using Solution Manager. In
this case you should maintain the AISUSER appropriately.
For
instance, if you want that the following users are able to send messages to
SAP:
·
USER1
·
USER2
·
USER3
In this
case you should maintain all these users in transaction AISUSER informing the
user ID in the column "User" and the S-USER in column "Contact
Person". You should inform only the numeric characters of the S-User, and
also remove the "S" and zeros. Foe example: S000123456 -> 123456.
Important: make sure S-user has the following
authorizations in the SAP Support Portal (http://service.sap.com/user-admin):
Create Customer Messages
|
Send Customer Messages to
SAP
|
Confirm Customer Messages
|
Open Service Connections
|
Maintain System Data
|
After
this configuration your users should be able to send messages to SAP.
In order
to have the messages updated with the information sent by SAP, you schedule
RNOTIFUPDATE01 in background. The user that runs this report must be maintained
in transaction AISUSER, just like any other user.
After
this configuration, if SAP has provided an answer to your messages, they will
be updated after each job run.
VAR Scenario
You are a
VAR customer and need to send messages of your customers to SAP. In this
case you should maintain the AISUSER appropriately.
For
example, you provide support for the following customer:
Information
of your customer:
Customer
Name: XYZ Company
Customer Number: 123456
Customer Number: 123456
Installations:
00111222333 SMP
00011223344 PRD
00111222333 SMP
00011223344 PRD
You have
the following processors:
·
USER1
·
USER2
·
USER3
You must
have an S-User assigned to your customer's Installation, and it must have the
with the following authorizations:
Create Customer Messages
|
Send Customer Messages to
SAP
|
Confirm Customer Messages
|
Open Service Connections
|
Maintain System Data
|
In
transaction AISUSER you must have the following information maintained:
·
Column
USER -> all processors that will send the messages to SAP.
·
Column
SAP Customer Number -> Customer Number of your customer.
·
Column
Contact Person -> S-User (Without the "S" and zeros)
assigned to your customer.
In order
to have the messages updated with information sent by SAP, you must have the
RNOTIFUPDATE01 scheduled in background. The user used to run the report also
must be maintained in transaction AISUSER as follows:
You
should to do the same steps for all your customers.
Related
Content
Related
Documents
Prerequisites - Set up
·
Things to check in Solution Manager Set up.
Child Pages (2)
Implement Central Note
·
Depending on the Support Pack implemented, a central note needs to
be implemented.
Steps:
Transaction SOLMAN_SETUP
You can download the Central Note here or using transaction SNOTE
Test OSS RFC Connection
·
Enter transaction SM59
Select SAPOSS
Select Utilities > Test
Select Utilities -> Test -> Authorization Test
Service Desk Team Creation
·
Support
Structure Set up using Organizational Management
Applies to:
Applies to Solution Manager 7.0, Enhancement Pack 1
Summary
Using the Solution Manager Service Desk scenario, you can use the
SAP standard organization management to set up the support team
structure. This article will walk you through the steps on how to do
that. Solution Manager Service Desk can be set up for first level, second
level, and even third level SAP support.
Author(s): Tammy Powlas
Company:
Fairfax Water
Created on: 27 December 2010
Author Bio: Tammy Powlas works for Fairfax Water, is a SAP Mentor and ASUG
volunteer with the BI and BITI communities. She is SAP-certified in FI,
CO, BW, SEM and ASAP.
Background:
You assign positions and users using Organizational Management
functionality. You should already have the business partners created and
the users assigned.
Detailed Steps
Transaction: PPOMA_CRM
Then select Goto->Switch views
Change to General Attributes (BBP). Press ENTER
Click the layout button and select Organizational Structure
Click create button to create a new org structure, PS/Project
Systems support.
Click SAVE
Following Dolores Correa’s blog, you will not see a Business
Partner number until after you leave the transaction and go into PPOMA_CRM
again.
Note that the business partner number is now assigned and was
automatically created. This is critical for you to continue with setting
up automatic support team determination.
Click layout and then click Staff assignments
Click Create
Click Incorporates. This will create a position.
Enter Position and Description
After SAVING, assign a user/holder to the position.
You can search by partner number, user, etc:
Click SAVE.
After following these steps, you are now ready to set up automatic
team determination for service desk determination.
Related
content:
Service Desk: Support team Determination
A workflow eye over Solution Manager Service Desk
SAP Help: Incident Management
Service Desk: Support team Determination
A workflow eye over Solution Manager Service Desk
SAP Help: Incident Management
Basic
SettingsUsing the Work CenterImplementing and Upgrading SAP SolutionsSolution DocumentationTest ManagementBusiness Process OperationsSystem AdministrationSAP Engagement and Service DeliveryIncident ManagementChange Request Management and Change
ControlRoot Cause AnalysisReportingExtensions
Incident Management 
Incident
Management includes the following tasks:
§ As a user or customer, you can create support
message and display and reply to solutions suggested by support.
§ As a support employee, you can edit and
administer support messages.
Features
There are
various ways of using the Incident Management functions:
As a
support employee and as user or customer, you have the following options:
RECOMMENDATION
Use the
more transparent Work Center Incident Management in Solution Manager. It
replaces the Service Desk but you can still use the Service Desk.
Workcenter
Incident Management is a web-based communication center that enables problem
reporters and support employees to communicate directly. The exchange is no
longer dependent on e-mails as in the Service Desk.
NOTE
Only the
Service Desk covers the full functionality of Incident Management including,
for example, the updating of the solution database. You can execute such
extended functionalities of the Service Desk in Work Center Incident Management
in expert mode, if you have the authorization to do so.
For the
support of non-SAP applications you can continue using an external service desk
of a third party provider or the Standard Service Desk via an extended license
(Service Desk XT).
SAP
Solution Manager Basic Configuration
This
process configures the SAP Solution Manager, either after installation
or after importing support packages. The system leads you through this process,
which comprises the following areas:
§ Initial Configuration
When you
have entered logon and authorization data for the SAP
Solution Manager ABAP and
Java instance administrators, connect the System Landscape Directory (SLD) to
the SAP Solution Manager, with this configuration.
§ Basic Configuration
Basic
configuration. Configure the basic functions of the SAP
Solution Manager.
§ Configuration of Managed Systems
Connect
managed systems to the SAP Solution Manager, and configure them for
basic SAP Solution Manager functions.
Prerequisites
You have
installed the SAP Solution Manager and satisfied the following
configuration prerequisites:
§ The license key is installed.
§ The profile parameter /ICM_HOST_NAME_FULL or SAPLOCALHOSTFULL is set.
§ The Transport Management System (TMS) is
configured.
§ The connection to the SAP backend system
exists and works.
§ The SAP Solution Manager Java instance is up-to-date.
You have
started the load generator (transaction SGEN), for the following components, before
configuration, to increase the performance of your systems in configuration:
§ ST
§ SAP_BASIS
§ SAP_ABA
Process
1. Start the transaction SOLMAN_SETUP, to perform the assisted basic configuration
of the SAP Solution Manager.
2. The first time you start your system, you go
automatically to a Service Activation dialog
window. You confirm the activation of Web-Dynpro
Services.
3. The system then shows which configurations
are possible, in the SAP
Solution Manager: Overview screen.
The system tells you which open
activitiesyou must perform for a configuration which you have selected.
§ You always perform the initial configuration for new installations. Choose the Initial Configuration view.
§ In an update of the support package stack for
your system, you can, for example, go to the process with the Basic Configuration, or only
perform part of the initial configuration, for example only to connect SLD.
4. The system starts a guided procedure, and
leads you through the configuration steps. When configuring managed systems,
you first go to a system selection screen, before the guided procedure starts.
For more information, see SAP Solution Manager
Basic Configuration Assistant.
NOTE
You can
also perform the basic configuration of the SAP Solution Manager without guided procedures. You must
then perform the required SAP Solution Manager customizing activities individually,
manually. For more information, see 
customizing
customizing
The SAP
Solution Manager Basic Configuration Assistant
This
function leads you through one of the following selectable configurations:
§ Initial Configuration
You
create a user for the administration of the SAP Solution Manager. The system
performs one-off technical configuration steps, e.g. log the SAP
Solution Manager on to the
system management.
§ Basic Configuration
You
configure the most important SAP Solution Manager functions, applications and work
centers, for example:
§ Communication with SAP
§ Service Desk
§ EarlyWatch Alert.
§ Maintenance Optimizer
§ Service Delivery
§ Diagnostics
The
system logs the current configuration status in each basic configuration step.
You can also see this in the configuration transaction (SOLAR02).
RECOMMENDATION
§ Do not perform basic configuration with the
users DDIC and SAP*.
§ You can technically perform basic
configuration before initial configuration, but you must ensure that the
results of the initial configuration are available. The system may not be able
to perform the following configuration without initialization.
§ Configuration of Managed Systems
Create
connections to managed systems, and configure them, for example for
diagnostics.
Integration
You can
call the guided procedure to configure managed systems for a selected system,
from the System Administration work center.
Prerequisites
§ The same prerequisites apply as for the basic
configuration.
§ You have activated the use of Web Dynpro
services.
Features
The
system leads you through the configuration with a Guided Procedure.
§ Each step contains a context-sensitive,
expandable help text with
detailed information to help you perform the step.
§ The system proposes default values, which you
can accept or change.
§ To edit the guided procedure, you only need
to go to change mode once. The system stays in this mode for all other steps.
The guided procedure is locked for other users during editing.
§ When you have entered data, you can save it
with Save and Continue.
§ You cannot Save in every step. When you choose Continue, the system implicitly
saves the part of the data which it uses later for automatic configuration.
Adjust Roles
and Profiles
● SAPSolution Manager Security Guide contains information about the roles
and profiles delivered with the SAPSolution
Manager.
● Before you assign SAP standard roles and profiles to users,
copy and specify them.
SAP delivers roles
and profiles with default values. If they are missing, you must set the values
in the authorization objects yourself. Proceed as follows:
...
1. Load the
roles/profiles from client 000 into your target client. The following options are available:
○ Transport client 000 into your target client (roles and profiles)
○ Upload and Download (for roles in transaction PFCG)
2. Copy the roles/profiles to
your namespace.
a. Choose Role Maintenance (transaction PFCG).
b. Enter a role name and choose Copy
Role.
c. Enter the name of the new role in the To Role field.
d. Choose Copy All.
e. Save your
entries.
3. Complete missing values in
the authorization objects.
a. Choose the Authorizations tab.
b. Choose Change Authorization Data.
c. Enter your own values for the authorization objects, or
double-click on the yellow traffic light.
The authorization objects appear with a green traffic light.
When you double-click on the yellow traffic light, the value “*”
appears. This grants full authorization for this field of the authorization
object.
d. Save your entries.
e. Generate the authorization profile.
4. Assign the role to users.
a. Choose the Users tab.
b. Enter the
user names.
c. Choose User
Adjustment.
d. Save your
entries.
You can also assign the roles to the users in the user maintenance
(transaction SU01)
Solution
Manager System Landscape
You
create and manage the system landscape centrally in SAP Solution Manager to use
the settings in the following areas:
§ Implementation and template projects
§ Monitor change requests (Change Management)
§ Customizing synchronization (Customizing
Scout, Customizing Distribution)
§ In operational processing (for example System
Monitoring or Incident Management)
§ in Maintenance Optimizer maintenance
transactions
Integration
The
system landscape is the basis for using the SAP Solution Manager.
Features
§ Create landscape components (servers,
databases, product systems, technical systems)
§ Assign the active product version for a
product system and choose relevant product instances
§ Definition of non-SAP products for use as
system landscape settings
§ Automatic reading and saving of data for ABAP
product instances
§ Overview of system groups and logical
components
§ Create logical components
§ Generation of RFC destinations to managed
systems; RFC connection errors are logged
§ Manual data capture, e.g. servers, non-ABAP
and planned systems
NOTE
If you
flag servers, databases, or product systems as planned only, you can document
the entire system landscape first before you have actually technically
installed all of the system units.
§ Specify and assign attributes to landscape
components
§ Graphic display
§ Landscape components (servers, databases,
product system)
§ Assign attributes to landscape components
§ Analysis of system landscape by components
Activities
Call the Solution Manager System Landscape using the link in the System Landscape Management work center.
NOTE
Find
To find
or call up objects that are currently not displayed on the left of the screen,
choose: .
.
Deactivate
progress indicator
To
improve performance, deactivate the progress indicator that is displayed by
default in the status bar at the bottom of the screen:
1. Choose .
.
2. Enter a value for the Deactivate Progress Indicator option, for example, X.
3. Choose Continue.
http://help.sap.com/saphelp_sm70ehp1_sp23/helpdata/en/d6/b729db0a2a41589e9fa8f25eba7fcb/frameset.htm
Question
|
which ticketing tool you are using?
|
|||||
Question
Submitted By :: Ragavreddy
|
||||||
I also faced this Question!!
|
Rank
|
Answer
Posted By
|
||||
Re: which ticketing tool you are using?
|
||||||
A 3rd party tool
called AHD
|
0
|
Shiva
|
||||
Re: which ticketing tool you are using?
|
||||||
Clarify Tool....From
HP
|
0
|
Naveen
|
||||
Re: which ticketing tool you are using?
|
||||||
Remedy
|
0
|
Giridhar
|
||||
Re: which ticketing tool you are using?
|
||||||
HP open view,
remedy,mail(Microsoft Outlook),Lotus
Notes,Magic
|
0
|
Selvaprasath
|
||||
Re: which ticketing tool you are using?
|
||||||
Solution Manager. It
can be used as centralised system to
raise tickets from
any system(R3, BIW,APO, CRM etc..)
|
2
|
Purushoth
Ak
|
||||
Re: which ticketing tool you are using?
|
||||||
HPSD- HP service
Desk.First Users send mails to 1st level
support stating
their issue,they then create service call
and assign them to
respective Team.Unique no is provided
which is call
service call no and it's used as reference no
in future.
|
0
|
Subal
|
||||
Re: which ticketing tool you are using?
|
||||||
Peregrine a common
ticketing tool used for all the
technologies not
only SAP
|
0
|
Anitha
|
||||
Re: which ticketing tool you are using?
|
||||||
AHD Advanced Help
Desk Tool
|
0
|
Shiva
|
||||
Re: which ticketing tool you are using?
|
||||||
CCM.Net tool from
TCS. It has all the modules except
Configuration.It was
an easy to use & integrate with
existing
environment.
|
0
|
Jagadeesh
K
|
||||
Re: which ticketing tool you are using?
|
||||||
GSRL - Global
service request log using in COLGATE - MUMBAI
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Remedy can be a big help to log/monitor customer
related issues , especially for instances that has to be managed through tickets when dealing with the customer's
problem. Here are steps in order for you to use Remedy in creating a ticket.
1. Launch Remedy
App. > Click Start > Programs > select Action Request System
2. Key in your User Name and
Password to login and hit
Enter
3. To make a ticket. Click File > Open >
Object List > Find, it will then show you a search box “Search what
Keywords?” where you can input the details/description of the problem for opening the ticket then click “Find”
4. Make a new
Remedy trouble ticket. Select the
problem that has the best picture
for the ticket. Click
“NewTicket”. It will then show you the ticket with the ticket number. Input all the necessary
details to the blank ticketfield
and click “ Save”. Department that needs to resolve the issue will
automatically receive the ticket.
If you wanted to respond to the ticket, steps are as follows;
1.Launch Remedy App > Select Request for
Service > Key in Ticket Number to the request number field,
then press CTRL + ENTER to view the ticket then hit “Acknowledge Ticket” button
2.Input everything you did to resolve the
issue on the “Worklog”, then select “Solve” if the issue has been resolve on the Status Menu.
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