Hi Can some one enlighten me about Remedy ticketing tool used for SAP Support.

Hi
Can some one enlighten me about Remedy ticketing tool used
for SAP Support. I am interested to know the work flow. ie
how ticket is logged, how it is communicated to the
concerned consultant, how link is established between user
and consultant, what are the reports available etc.

Question Posted / krgupta

1 Answers
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Accenture, I also Faced
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Hi Can some one enlighten me about Remedy ticketing tool used for SAP Support. I am interested to ..

Answer / jnobles

Hi!

Remedy is a seperate application vs an SAP App Module. The
Remedy application is used to log an internal/external
company issue which then is solved by 1st, 2nd, line
support. In most cases when a SAP Consultant is working
for a firm and doing support work, he/she has the call
logging application installed on his/her laptop/desktop
pc. The sap consultant is assigned to a group defined in
Remedy on which he/she will be able to monitor this group
for any issues that have been escalated to the group for
investigation. At this point, the sap consultant has all
the contact information for calling the user to work and
confirm resolution of his/her problem.

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