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Remedy tool and incident Management

venu_ch8
Active Contributor

‎2013 Oct 21 10:22 AM

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Dear sap experts

i know remedy ticketing tool but may i know Incident management

exact what is difference between remedy tool and incident management with in remedy toll ?

thanks a lot .. 

5 REPLIES 5

venu_ch8
Active Contributor

‎2013 Oct 21 3:48 PM

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231

ANY COMMENT PLZ

RamanKorrapati
Active Contributor
In response to venu_ch8

‎2013 Oct 21 3:59 PM

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231

Hi Venu,

You better to check with your tool. there will be help link. you need play with options  at your tool. you can check with your team how to check about incident management. they can guide to understand about Incident management.

As my guess its about tickets how you need to take actions, time and SLA all kind information.

About change request,approvals and maintain docs and all.

This is varies form client to client.

Thanks

venu_ch8
Active Contributor
In response to venu_ch8

‎2013 Oct 21 4:20 PM

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Dear Thanks a lot

one more doubt just let me know without incident management REMEDY TOOL is possible ?

i am not working thats way i am asking

thanks a lot

RamanKorrapati
Active Contributor
In response to venu_ch8

‎2013 Oct 21 4:49 PM

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231

Hi,

Have you been sap support projects?

Have you heard P1,P2 a nd P3 tickets.

P - priority  As per the ticket support team need to respond about issue/ticket. need to acknowledge the issue and drop mail to user.

on next mail you need to send the solutions. its depend on the ticket.

P1 - need to respond in 30 mts and solve in 2 to 4hrs

P2 - 1 day to  2 days need to solve issue.

Above all are come under incident management as per the company sla.

Incident management is not related to REMEDY. for any ticketing tool this concept will applicable.

Remedy tool along with incident management make a sense to use to our applications.

Tool you can install as you need. incident management is a approach how you need follow the actions on your ticketing tool.this is not a soft ware. its steps/procedure to follow to perform actions.

Thanks

JasonLax
Product and Topic Expert
Product and Topic Expert

‎2013 Oct 21 9:28 PM

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