Answer / mumtaz hussain

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 helpdesk and
assigned to relevant support team.

Concerned support team memeber 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
managment ( Change Requests) and problem managment.

Answer / amit

Remedy is a customer relaton tool which you can use log the
moniter the issues or problem faced by customer.

Answer / sneha

Remedy ticketing system is a incident management tool.This
was developed by BMC software. This is a tool is frontend
of huge database of incidents( tickets). In support
organaization sers report troubles(issues) or few troubles
can be reported automatically through traps. These troubles
or issues are reported through applications. Remedy is one
such application which is developed by BMC software. These
trouble tickets or incidents are managed by the company who
owns the database or can also be accessed by the customer
to get the status update or provide feedback. This tool can
be effectively used to download data from database for
problem management and incident managemenet

Answer / meenakshi

1)Logging into Remedy
2)The two most commonly used support consoles — the
Overview Console and the Incident Management Console.
3)Overview Console
This is the first console you will see upon logging into Remedy.It is also your primary method of tracking unassigned email requests. The Overview Console contains three areas:
a)Assigned Work
b)Logger entries
c)Navigation pane, at the left side of the console
4)Incident Management Console
This is where you will likely perform most of your Remedy work. Actions you can perform here include:
• Creating and managing incident-related tickets (including both Service Requests and Service
Restoration Requests);
• Searching for tickets using a variety of criteria;
• Quick viewing of details and tasks associated with a selected request; and
• Fast execution of actions, such as reassignment and resolution, on selected tickets in your queue.
5) Creating a ticket:
a)Open a new incident request form:Incident Management Console.In the navigation pane at left, click New Incident. There is also a Create button below the Request Details area.
b)Incident Request Form: Fill in details pertaining to customer tab,classification tab,Work Info tab,Assignment tab
c)Within the assignment tab -
(i)Select the appropriate Support Organization and corresponding Assigned Group from the Support
Organization and Assigned Group pull-down menus
(ii) If the ticket is ready to be routed to the Support Organization and Group you selected, you can
now click Save
(iii) Updating the Ticket’s Status: This is particularly important if the ticket will remain assigned to you
or your group. There may be group-specific Status options associated with the request, in which case you should record them at this point

Answer / kandimalla koteswara rao

REMEDY is a Third party Tool or it is a Tracking toll,
which is used to track the issues, what ever the requests
getting from customer we need a create in terms of PMR
(Problem Managemnt Report),and also it is used to monitor
Service Requests,Change Requests and problem managmentt
reports.
For Example TALLEY it's tracking Account related issues,
same manner REMEDY is using for track the issues.

Answer / 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.

Answer / sharwan

Hi frnz,

BMC Remedy is a ticketing tool which is help to solve the client issues in ease manner.

It is mainly used for the ticket migration to each phases.

Answer / alkesh

Whenever a student, faculty member or staff member reports a technical problem (i.e. a problem with their computer hardware or software), it's recorded as a Remedy "ticket." The ticket is tracked in the Request For Service problem tracking system (UNC-CH PTR) until it is resolved. Remedy provides a way to track customer problems whether they report them by telephone, Internet, e-mail, in person at the ITS Information Technology Response Center (ITRC) or at one of the other campus technical support centers.

Answer / raghu

Remedy is a third party soft ware we need to purchase these soft ware and fully GUI(Graphical user interface), which is developed by BMC Software. It is used for to log the issues/Problem as a ticket in tool.

When the end user/client is using our application/anything
is if he facing/find any problem client/user will raise the ticket and assigned to support team to resolve and gives the complete description about that issue. Support team will analyze and fix the problem and infirm to client/user.

Answer / kap

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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