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Former Member

Support Tickets

Can someone explain what are support tickets, and how to handle high and low priority support tickets, and some scenarios?

Thanks

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    author's profile photo Former Member
    Former Member
    Posted on Jul 17, 2009 at 03:54 PM

    support ticket means the user having some issue in production system and that needs to be fix asap.

    e.g. user are not able to post the GR against the PO etc

    High priortiy ticket means you have to act on ot ASAP. and low priority can wait for day or two ( it will not hold up the bussiness to do their day to day activity)

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  • author's profile photo Former Member
    Former Member
    Posted on Jul 17, 2009 at 04:11 PM

    Hi

    Support tickets are incidents logged by the users on the production issues, the time frame for the issue handling depends upon the Service level agreement generally known as SLA between the client and the consulting company, generally these incidents are classfied as Priority-1(An incident logged for serious breakdown, which needs immediate resolution), P2(next level to P-1),P-3 day today issues which usually ahve 3 to 5 days of resoultion time, and P-4-Enhancements based on clients requirements.Hope this is clear.

    Regards

    Chandra

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