can anybody explain about how the ticket process goes?
- 1 Answers
- 4578 Views
- I also Faced
- E-Mail Answers
Answer Posted / murali9231
hi
Ticket process wil happens two ways.
1. VOIP: Voice on Internet Protocol.
here client wil cal directly to the consultant and he wil
rectify the ticket.
2.Tool(REMEDY/RADIX).
this tool is nothing but s/w.
here client wil send the ticket directly to company mail
box.
Company helpdesk wil forward the ticket to concern module
lead.
Module lead wil forward the ticket to team lead. team lead
wil decide to assign the ticket to consultant based on
priority level.
once the ticket comes to consultant.
step1: consultant wil access the tool using his user id and
password.
step2: click on SUPPORT CONSOLE LINK. then
you wil see two hyper links
1. ticket assigned to you
2. ticket cames to helpdesk
click on ticket assigned to you.
it displays
ticket create date, request id, summary,
requestor,status,priority,assigned to
select the ticket and click on view button. it displays
another screen in that
requestinfo,case update,SLA,attachement and so on.
Based on that you need to identify the solution . Once you
find the solution ,you need to attach the file and click on
ASSIGN ticket. finally click on CLOSE button.
mail directly goes to client. Ticket status wil closed.
regards
murali krishna
| Is This Answer Correct ? | 9 Yes | 1 No |
Post New Answer View All Answers
What is the purpose of 'text determination'?
What are the different complaint process documents in sap sd.
What is the structure of delivery document? What are the characteristics essential for combining more than one sales order as one outbound delivery?
What are the various configuration methods available in stms? : transportation management
How can you tell if a transport entry is in the process of being imported in sap ? : transportation management
How have you used MASS tool in your last project, and to upgrade what data?
What is the search strategy to find out delivering plant automatically?
If question will arrise that are you any project,because I am a fresher in sd but I have shown 1 yr of experience. So can I say I'm in implementation or support project?
In one sales order there are two materials can maintain two different pricing procedures for these materials?
List out the five features you can control for the sale document type?
What are the various sections of the 'customer master record'?
Can anyone walk me through the process of what happened when you do the post good issue in delivery? Moment type 601, let’s take that as an example, what happened in SAP? Suppose 601-moment type is posted in SAP, what happened when you do PGI (Post Goods Issue) as any account happens and if yes then what kind of account posting happens. please tell me, after PGI is completed what happens?
Where do you define the terms of payment for a customer?
What is workflow? Name the person who can assist you while configuring a workflow for a system.
What is meant by condition technique? Can we say it is the combination of condition types, access sequence and condition tables?
