Need Ticketing tools

Hi gurus,
Can any one explain various ticketing tools that r available? Is there any difference for support and implementation ticketing tools?
Thanks in advance
Mallik

Hi Mallikarjun,
Vantive / Remedy or any other issue tracking tool is one where users can log in requests / issues and they are accessed by a person who would then re assign them to people on the team depending on their severity / criticality - this is similar to any issue tracking tool used in any support project - nothing which makes it special for SAP BW as such.
vantive :It is a problem tracking tool..
each vantive ticked raised has a unique vantive ID..
ticket when initially raised is in open status..when the related team takes up the ticket..it is set to working status.
once issue is resolved..then ticket status is changed to resolved..after confirming with user who raised ticket..
a responsible person checks the ticket to see that all required information is filled..and then ticket status is changed to closed..
u can also keep status on 'hold' if u r waiting for user response..
there are also various tabs in the ticket..to write updates..to reassign the ticket etc...etc..
i found the stuff available in the net itself for remedy
see the following
http://training.cit.nih.gov/notes/349/Remedy.doc#_Toc122421457
****Assign points if useful****
Regards,
Ravikanth

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