Tickets
What is a ticket?
ticket is an issue or error or bugs raised by client side people (end user, key user,super user)
What is Issue Tracking system?
Handling issues and giving resolutions is called Issue Tracking systesm
What are the severities
The errors or bugs forwarded by the end user to the support team are prioritized under three severity
High,
Medium and
Low.
Each and every severity as got its time limits before that we have to fix the error.
Certain companies may have four severities 1. very high 2. high, 3.medium and 4. low
The open issues or the tickets (problems) which are raised is taken care of on priority basis by the support team consultants.
The work process in support projects are given below for your reference.
1. The customer or the end user logs a call through any open tickets handling tool or by mail (RADIX).
2. Each one of the support team is a part of support group.
3. Whenever a customer logs a call he /she has to mention to which work group (by name).
4. Once the calls came to the work group the support consultant or the team need to send an IR (Initial Response) to the user depending upon the priority of the calls. (Top, High, Medium, Low, None)
5. Then the error is fixed, debugged by the support consultant or the team. Then after testing properly by generating TR (Transport Request through the basis administrator)
6. Then it is informed to the end user/customer/super user about the changes which have moved to the production server by CTS process.
These are the process. In summary, what I understand is that if any configuration or customization is required to solve the issue, then the consultant have to work on DEV Client, then the end user will test it in the QA client and after approval the BASIS consultant has to transport it to the PRODUCTION client.
What is a ticket?
ticket is an issue or error or bugs raised by client side people (end user, key user,super user)
What is Issue Tracking system?
Handling issues and giving resolutions is called Issue Tracking systesm
What are the severities
The errors or bugs forwarded by the end user to the support team are prioritized under three severity
High,
Medium and
Low.
Each and every severity as got its time limits before that we have to fix the error.
Certain companies may have four severities 1. very high 2. high, 3.medium and 4. low
The open issues or the tickets (problems) which are raised is taken care of on priority basis by the support team consultants.
The work process in support projects are given below for your reference.
1. The customer or the end user logs a call through any open tickets handling tool or by mail (RADIX).
2. Each one of the support team is a part of support group.
3. Whenever a customer logs a call he /she has to mention to which work group (by name).
4. Once the calls came to the work group the support consultant or the team need to send an IR (Initial Response) to the user depending upon the priority of the calls. (Top, High, Medium, Low, None)
5. Then the error is fixed, debugged by the support consultant or the team. Then after testing properly by generating TR (Transport Request through the basis administrator)
6. Then it is informed to the end user/customer/super user about the changes which have moved to the production server by CTS process.
These are the process. In summary, what I understand is that if any configuration or customization is required to solve the issue, then the consultant have to work on DEV Client, then the end user will test it in the QA client and after approval the BASIS consultant has to transport it to the PRODUCTION client.
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