can anybody explain ticketing tools like remedy or any other?
can explain ticketing tools remedy or other?
rather relying on users , service personnel exchange information each other phone, in person, email, or via paper based system, use an electronic "service request" system.
for part, within organization, service request system used both users service team , web based, can include "fat" applications can installed on workstations.
when user needs assistance, service ticket can submitted , depending on user chooses category , severity of problem, ticket assigned proper team. ticket handled initial service tech , if needs further escalation, ticket can assigned group or chain until gets resolved.
most of these systems include fair amount of reporting service team can measured against metrics such how many tickets opened, how long did take resolve, etc...
while of service ticketing systems differ, have same goal track , organize issues, requests, changes, etc...
even simple, custom solution better none include web server , database. user submit form assistance, request queued in table, admin has access queue , updates requests accordingly.
remedy enterprise solution alot of functionility.
visit blog: anitkb.com, knowledge base.
for part, within organization, service request system used both users service team , web based, can include "fat" applications can installed on workstations.
when user needs assistance, service ticket can submitted , depending on user chooses category , severity of problem, ticket assigned proper team. ticket handled initial service tech , if needs further escalation, ticket can assigned group or chain until gets resolved.
most of these systems include fair amount of reporting service team can measured against metrics such how many tickets opened, how long did take resolve, etc...
while of service ticketing systems differ, have same goal track , organize issues, requests, changes, etc...
even simple, custom solution better none include web server , database. user submit form assistance, request queued in table, admin has access queue , updates requests accordingly.
remedy enterprise solution alot of functionility.
visit blog: anitkb.com, knowledge base.
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