Answer / sagar

Firstly the ticket comes in the ticketing tool.
After ticket getting, the monitor assigned the ticket to a respective consultant.
A consultant may follow the following activities :
1. When the Consultant gets the ticket, they look at what is the exact problem or check which types of tickets have.
2. The consultant contacted the end-user for more information. When Consultant gets information from the user actual clock start to resolution time.
3. If incident request then consultant use core user remote server to solve ticket and If change request or enhancement/user exit/customization then consultant follow other procedures and permission from the client to change. Now here. effort time to an important role.
4. After getting the Solution., Consultant test it and contacted with a user.
5. The user is satisfied with the given solution. then the consultant closes the ticket.

Answer / dharmesh

1.Through Third Party tools
2.Through SAP Solution Manager
all tickets are come to 1 place(tool) then 1 person is assign the tickets to particular departments

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