How To Handle Tickets and What are those

Hi Everybody,
Can anybody tell me, How to handle tickets and what are those.
srinivas

Hi,
Tickets are basically assocaited with Production support type of work.
Tickets are nothing but the medium through which problems reported either in the system or by users to the Production support team.
There are certain problem management tools that every organization uses (tickets are created and worked on using those tools). There are tools like Vantive, Remedy, CASE, etc.
Usually the helpdesk gets the first contact for any user problems and then they log a ticket with the appropriate support teams. The support teams then pick up those tickets and work on them till they are resolved. There are tickets created for user problems or any batch job failures, system failures, etc.
Tickets are usually classified as Critical, High or Low and again they are categorized as High Severity, Medium Severity or Low Severity. All these types of tickets have SLAs (Service level agreements) for the Support teams to respond and the resolve the tickets in.
Look at the threads below for similar posts :
tickets
Tickets
tickets
Cheers,
Kedar

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