What is REMEDY Ticketing tool, how it works? can any body
answer.?

Answer Posted / meenakshi

1)Logging into Remedy
2)The two most commonly used support consoles — the
Overview Console and the Incident Management Console.
3)Overview Console
This is the first console you will see upon logging into Remedy.It is also your primary method of tracking unassigned email requests. The Overview Console contains three areas:
a)Assigned Work
b)Logger entries
c)Navigation pane, at the left side of the console
4)Incident Management Console
This is where you will likely perform most of your Remedy work. Actions you can perform here include:
• Creating and managing incident-related tickets (including both Service Requests and Service
Restoration Requests);
• Searching for tickets using a variety of criteria;
• Quick viewing of details and tasks associated with a selected request; and
• Fast execution of actions, such as reassignment and resolution, on selected tickets in your queue.
5) Creating a ticket:
a)Open a new incident request form:Incident Management Console.In the navigation pane at left, click New Incident. There is also a Create button below the Request Details area.
b)Incident Request Form: Fill in details pertaining to customer tab,classification tab,Work Info tab,Assignment tab
c)Within the assignment tab -
(i)Select the appropriate Support Organization and corresponding Assigned Group from the Support
Organization and Assigned Group pull-down menus
(ii) If the ticket is ready to be routed to the Support Organization and Group you selected, you can
now click Save
(iii) Updating the Ticket’s Status: This is particularly important if the ticket will remain assigned to you
or your group. There may be group-specific Status options associated with the request, in which case you should record them at this point

Is This Answer Correct ?    64 Yes 0 No



Post New Answer       View All Answers


Please Help Members By Posting Answers For Below Questions

I want to let sap skip printing cover pages during printing for any kind of report. How can this be done?

780


Explain kernel upgrade?

698


when ever i try to installed sap ecc6.0 sr2 on single system. it show error on phase import abap "Not all objects are successfully processed. DIAGNOSIS: for details see output file with invalid object invalid_objects.txt and log file object_checker.log . SOLUTION: normally it indicate the data load error but in some special cases( for example if some object were created or loaded externally) you can press ok to continue" here error sentence is complete. pls tell what actual error its? is it kernel file related?

2396


How will determine whether your sap server is unicode or ascii ?

760


I'm getting the following runtime error in IDES "DYNPRO_MSG_IN_HELP". GUI is 720 final release and patch level:0

4107






how to do system refresh?not the client copy but the-standard-system-refresh.

1721


What is transport domain?

1491


How to configure TMS?

1484


Explain what is the use of reference and service user in sap?

684


The transaction should not be displayed in User Easy access menu. How to do user auditing in sap? What will u audit?

2089


What are the activities you done in EP?

1376


What is sap ides?

727


What is the use of account id in logon tab?

1762


If any errors coming during transport where it will be recorded and how will you rectify?transport log and active log

1758


What are the different types of rfc?

710