Classification of tickets (issues)

classification of tickets (issues)
could u plz eplain clearly

Hi Rajesh,
The classification of tickets based on client.
For example
     Classification type - Description
           1                      Critical -- need to resolve with in 2 hours (Huge loss in business)
            2                     medium - needs to resolve with in a day
            3                     average - needs to resolve with in 36 hours
            4                     Minor    - needs to resolve with in 72 hours
Some clients will be giving as 'severity' (purely depends on client)
If helps plz reward points.
Regards
Bhupal Reddy

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Service ticket issue navigation issues

In CRM 4.0, when the standard HELPDESK icwebclient profile is used, after confirming the bp, when I click the service ticket link on the navigational bar, it navigates to the service ticket view where it shows 4 level of classification dropdown boxes.
In CRM 5.0 SP6 or SP7 (i cannot remember), I used the same standard HELPDESK icwebclient profile and did the above same steps but it navigates to the view where it shows the subject and reason dropdown boxes instead of the classification dropdown boxes.
I looked through the XML file in both CRM 4.0 and CRM 5.0 and both navigate to SrvTHead.htm page.
How do I need to do in CRM 5.0 such that when I click on the service ticket link on the navigational bar, it will go to the view where it shows the 4 level of classification dropdown boxes?
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Hello Edward Lee
I have the same problem that you.
In CRM 5.0 (i don't remember the SP), I copied the standard HELPDESK icwebclient profile, after I have created a catalog, a code groups, code group profile, a subject profile and at the end I created a categorization schema. When I go to the service ticket in the IC Web Client, after confirm an account I show the subject and reason dropdown boxes instead of the classification dropdown boxes.
What did you for solving this problem?
Can you help me, please?
Best Regards,
Mary
Message was edited by:
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Functional and technical spects, and tickets issues.

Dear friends,
if any one know abt functional and technical spects documents , ple forward my mail
[email protected]
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ple clarify
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Hi
experts
i want to know about Ticket. If anybody know about it then plz share some information with me

Hi Pratik,
Good ... check the following documentation
SAP Tickets
Handling tickets is called Issue Tracking system. The errors or bugs forwarded by the end user to the support team are prioritized under three seviority High, Medium and Low. Each and every seviority as got its time limits before that we have to fix the error.
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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).
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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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Tickets in SD can be considered as the problems which the end user or the employee in the company face while working on R/3. Tickets usually occur during the implementation or after theimplementation of the project. There can be numerous problem which can occur in the production support and a person who is working in the support has to resolve those tickets in the limited duration, every ticket has the particular deadline alert so your responsibility is to finish it before that deadline.
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End user is not able to
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Good Luck and thanks
AK

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This topic first appeared in the Spiceworks Community

Dear support team,
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my email Text Removed
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Edited by: Lakshmipathi on Dec 9, 2011 6:06 PM
Go through the forum rules and AVOID asking any information to personal mail id which is prohibited

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N
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N {root-id=0050569E07B31ED295B108EAC1527575}_{conn-id=0050569E07B31ED295B108EABC707575}_1
N *** ERROR => Neither was ticket issued by myself nor can I find issuer in TWPSSO2ACL (see note 1055856). [ssoxxkrn.c 1071]
N {root-id=0050569E07B31ED295B108EAC1527575}_{conn-id=0050569E07B31ED295B108EABC707575}_1
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/IWCOR/CL_REST_HTTP_HANDLER===CP
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Classification of tickets (issues)

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