In which format ticket can be raised

hi,
i would like to in whice format the ticket can be raised in production support.
thx&regards,
venkat.

Hi Venkatesh,
format means. you will get the ticket . based on priorities..The ticket should be a user ticket or its related a data load failure issue(if u set for the load failures). If it is a user ticket, they'll create tickets based on criticality of the issue(mostly reports related or data related) depends on that they'll create severity tickets.
Support people get the tickets and they'll resolve the issues based of the seviority of the ticket.
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.
Large companies use software and databases to track <b>production issues</b> as well as enhancement requests. Support desk gets a call from an user. If it is a known/general issue a ticket may not be created. For example, the entire network is down. Otherwise, a ticket (transaction) is created which get assigned a unique key. This is your ticket number.
What happens next depends on the nature of the issues/requests. For general usage issues, the user may be directed to check the FAQs. If first line support cannot resolve the issue the the next level of support gets involved.
Regards
@jay

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points will be rewarded if helpful.
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Message Edited by krizanand on 06-Aug-2009 02:19 PM
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Lesson 1: Always keep your original tapes safe, never fall into the habit of using a tape for a second or third time.
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In which format ticket can be raised

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