topic tickets in Application Development and Automation Discussions

tickets

Former Member — Thu, 30 Nov 2006 11:34:39 GMT

hi experts,

what are tickets in maintanance and production project.

after solving tickets what will we do.

give me the process what will go.

thanks in advance.

Re: tickets

Former Member — Thu, 30 Nov 2006 11:36:48 GMT

hi,

In some projects, the maintainence and production support issues come in the form of tickets.

Tickets can be raised in any of the tools available for the same. Eg : Remedy

Once you solve the problem, need to close the ticket

Re: tickets

Former Member — Thu, 30 Nov 2006 11:38:38 GMT

1.Ticket is just a request

2.If any user has any problem , he will raise one ticket using an URL with the description of the problem

3.that will taken up by the support team and they solve the problem and close the ticket

Message was edited by:

chandrasekhar jagarlamudi

Re: tickets

Former Member — Thu, 30 Nov 2006 11:43:09 GMT

Hi,

In the maintanence or Support Projects, Clients maintain a tool to track the changes and timelines and the Bugs, these usvally called Tickets.

once the Client side guy or the Onsite guy will create this ticket and will assign to the Developer, we need to code that one and as soon as complete that we can close that ticket

Issues / problem encountered by customer in production environment are raised as ticket.

Depending on the kind of issue /prob it may be of different severity level 1, 2 or 3.

If there is some issue which is affecting the production and needs to be fixed on very immediate basis is raised as ticket of severity level 1.

Regards

Sudheer

Re: tickets

Former Member — Thu, 30 Nov 2006 11:45:41 GMT

Hi,

if a user has a problem he calls up the help desk and the help desk ppl will create a ticket based on the users requirement.these ticket are assigned to

1. User will encounter a error/problem

2. User will call up the Help desk.

3. Help desk will take the inputs from the user and routes it to the

concerned group (technical or functional).

4. Technical guys will accept the ticket taking the ownership and will work on that.

5. He solves the issue and sends a mail to the user for conmfirmation.

6. After users confimation the ticket will be closed by the technical or functional

consultant.

regards,

deepthi reddy

Re: tickets

Sandeep_Panghal — Thu, 30 Nov 2006 12:26:57 GMT

Hi Surendra,

In maintenance and Support projects what happens is if a customer is facing any problem while executing any particular transaction or report etc .

He calls up the Call center (help desk) and explains the problem and the help desk ppl will create a ticket based on the users requirement.these ticket are assigned to

1. User will encounter a error/problem

2. User will call up the Help desk.

3. Help desk will take the inputs from the user and routes it to the

concerned group (technical or functional).

4. Technical guys will accept the ticket taking the ownership and will work on that.

5. He solves the issue and sends a mail to the user for conmfirmation.

6. After users confimation the ticket will be closed by the technical or functional

consultant.

Sands