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author's profile photo Former Member
Former Member

supporting

hi friends, i want know the hu many types of softwares available for supporting projects to handle tickts form client side, i know only one tool i.e REMEDY,can anyof them hlp in this regard.

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  • author's profile photo Former Member
    Former Member
    Posted on Dec 11, 2006 at 06:13 PM

    hi ravi,

    one more supporting tool is for ticket tracking is TOUCH PAPER which i was used

    regards

    sreenu

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  • author's profile photo Former Member
    Former Member
    Posted on Dec 12, 2006 at 08:58 AM

    Hi

    One more tool is used to handle tickets is VANTIV.

    Cheers

    Muralidhar

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  • author's profile photo Former Member
    Former Member
    Posted on Dec 12, 2006 at 09:17 AM

    SAP's Solution Manager handles this...

    Message Handling

    Any user in an SAP solution can post error messages to a special help desk system at the customer site. When the SAP Solution Manager is installed, the posted messages will also appear in the corresponding area of the SAP Solution Manager, the Service Desk.

    The Support Desk allows your SAP users to contact your internal support organization directly from their regular work areas and provides your help desk employees with a fully integrated message handling system with a full range of features for solving error messages. These features include SAP Notes search, access to your solution database and an automatic data collector which captures important system data such as transaction, release, Support Package level, database version and so on when using the SAP Service Desk.

    A direct connection to SAP enables help desk employees to forward an error message to the SAP Support back office. When an SAP support engineer makes changes to the message status, for example solving a message, the changes are transferred automatically to the original message in your Service Desk. This means that interfaces such as SAPNet – R/3 Frontend, formerly known as OSS, are no longer required.

    http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000416016&_SCENARIO=01100035870000000202&

    http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000226502&_SCENARIO=01100035870000000202&

    https://websmp206.sap-ag.de/~sapidb/011000358700001049872002E

    We use Touchpaper and personally, I hate it!!!

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    • Former Member

      hi there Ravi,

      ive been exploring the support desk (solution manager 4.0) for a while, and there is this feature:

      "d. Forward the problem message to the appropriate next support units."

      you know how to do that?!

      i ve searched on the elearning maps from the service market, and sap library, and so on, but havent found anything.

      somebody has any clue how to set this up?!

      thank you very much in advance.

      kind regards,

      Katia.

  • author's profile photo Former Member
    Former Member
    Posted on Dec 12, 2006 at 02:28 PM

    Hi,

    Even MS access can be used as a support tool.

    Misbah

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