What is REMEDY Ticketing tool, how it works? can any body
answer.?
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Answer Posted / 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
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