can anybody explain about how the ticket process goes?
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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
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