Answer / dhanalaxmi

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 endusers. Depending on the company and client the tools can vary. for example there are tools like remedy, clarify, OVSD, EARS, peregrine,omega 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.

Answer / gururaj

General concept of Tickets:

Handling tickets is called Issue Tracking system. The
errors or bugs forwarded by the end user to the support
team are prioritized under three seviority High, Medium and
Low. Each and every seviority as got its time limits before
that we have to fix the error.

The main job of the supporting consultant is to provide
assistance on line to the customer or the organisation
where SAP is already implemented for which the person
should be very strong in the subject and the process which
are implemented in SAP at the client side to understand,to
analyse,to actuate and to give the right solution in right
time.

SAP Solution Manager and 3rd Party Ticket Handling Tools are

Remedy,Siebel...etc

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