How can i solve a issue through remeady

how can i solve a issue through remeady..
With Regards
Prasanta

Hello,
Remedy and other similar products are the tools which track the Action / Time taken for resolving a call. Normally, once an issue is reported, that will be recorded in a tool with an estimated fix time. If the call is not fixed / actioned within the estimated time, it go as breached.
The analyst need to update the call status in the tool. They will need to update the actions taken, call notes ..etc. Once the issue is fixed, you may set the call status as resolved. Once you set the status as resolved, the user who riased the issue will get an e-mail. They will confirm whether the issue is actually closed or not. Depends upon their cconfirmation, the status will be set to Closed or again Reopen.
This is a typical helpdesk tool scenario.
Prase

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