Admin Table of Contents
How does Remedy ticketing work?
If a customer calls customer service to report a service problem, such as Internet access or telephone problems, the customer service agent would open a Remedy ticket. Remedy then routes the ticket to the appropriate trouble queue and group responsible for resolving the problem.
How do I create a ticket in Remedy tool?
Perform the following steps to manually create a ticket:
- From the Enterprise menu of the Enterprise Manager console, select Monitoring, then Incident Manager.
- Select any incident from the list in the table.
- In the Tracking section, click More, then Create Ticket, as shown in Figure 3-5.
What is remedy tool?
Remedy tool is used for incident management and there are several categories bound with SLAs(Service level agreement) which ensures the closures. It is also used for change management across the organization for different environments which make sure all the processes are followed.
What is the difference between ServiceNow and remedy?
BMC Remedy operates on a Software-as-a-Service (SaaS) delivery model that uses third-party cloud vendors to deliver services. ServiceNow operates mostly on a Platform-as-a-Service (PaaS) model, allowing for a framework you can build on or customize applications from directly from the cloud.
Is remedy a CRM?
Remedy Corporation, traditionally known for help desk software, extended its application suites to include CRM. This follows the acquisition and integration of relevant technology from Baystone and Pipestream.
How do I close a ticket in remedy?
To close an incident or a service request
- Click the Remedyforce Console tab.
- From the View menu, select Incidents/Service Requests.
- From the list of incidents or service requests, select the record that you want to close.
- From the Actions menu, select Close.
- In the Close Incident window, enter the required details.
What is a ticketing tool?
A ticketing system is a management tool that processes and catalogs customer service requests. Tickets, also known as cases or issues, need to be properly stored alongside relevant user information. The ticketing system should be user-friendly for customer service representatives, managers, and administrators.
Who owns remedy ticketing system?
BMC Software
Remedy Corporation
| Type | Subsidiary of BMC Software |
|---|---|
| Founded | 1990 |
| Headquarters | Mountain View, California, U.S. |
| Key people | Larry Garlick, Founder & CEO Dave Mahler, VP Marketing Doug Mueller, Chief Architect |
| Products | Action Request System Flashboards |