What is Ticketing tool in SAP
These are generally used to handle production support environment. However
they are some third party tools that we use to track the issues coming from the
end users. Depending on the company and client the tools can vary. For example:
Remedy, Clarify, OVSD, EARS, Peregrine etc.
It can also happen that a client wants you to use a specific tool developed particularly for him and would provide a login to the consulting company. So wherever this client goes for support the tool does not change. It might also happen that a third party tool like remedy is used.
Def of Ticketing Tool: It is software which provides solutions for
the tickets
---> Ticket means
a problem. There are many ticketing tools are available.
For example BMC Remedy.
Ticket consists: SLA (SERVICE LEVEL AGREEMENT)
Ticket No:
Summary:
Status:
Start Time:
End Time:
Reporting Person:
Email ID, Phone, Number will be there in this If Instructions are big
attachments will be there
REMEDY is a customer
relationship tool which can be used to
Log / monitor the issues or problems faced by customers by the
means of incident management tickets. Each ticket is like an incident (problem)
which is created by help desk and Assigned to relevant support team. Concerned
support team member take the ownership of the Ticket and updates the work log
(troubleshooting steps Performed during the course of action) Also, it can be
used to monitor Service Requests / change Management (Change Requests) and
problem management.
About Wok Log: Maximo Work Log will be there.
----> Data Base team, UNIX team, Application team, Middle
ware team
-----> Different teams will be involved in project will
give their working status in this work log
SEVIARITIES ABOUT TICKETS:
SERV 1 :
Need to resolve tickets in 0-4
hours
SERV 2 : Need
to resolve tickets in 0-8 hours
SERV 3 : Need to resolve tickets in 3 working days.
Production Support:
Should be on call support.
Situation
Manager : Makes everyone to attend
on call.
Q) When you are On
Call Support when you get Severity 1 ticket, how do you take action?
-----> Firstly open the ticket
------> Read the message what the problem is about
-----> Login to targeted Servers.
-----> Check Logs depending on Error.
------> Propagate first hand information to STAKE HOLDER
(DUTY MANAGER)
------> Sit on Issue, fix it, and Close it
