Answer Posted / shree

Hi, I'm Shree.
Remedy is a ticketing tool for clients to report problems. It's a common interface between company and clients(customers). Client creates an incident (ticket) addressing a hardware (any)problem in remedy tool which is known as ticket. As an employee, you will pick ticket and troubleshoot the issue. And you will update your findings in workinfo tab of a ticket and client will check with workinfo was query been answered. Once issue got cleared you resolve ticket.

For example- Client says I'm unable to access a computer n creates ticket.
you troubleshhot n will update as- killed remote session for the computer, please access now. in workinfo tab of a ticket. Client will update as --I'm able to access now, then you resolve it.

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