The document discusses support tools like Remedy, ServiceNow, and Service Level Agreements (SLAs) for prioritizing and resolving incidents. It describes the queues, priorities, and statuses an incident may have in ServiceNow. Incidents start as new, change to active when assigned, can be awaiting user info, then resolved or closed. If a configuration change is needed, a change request is raised instead and the original incident closed. The change request process involves requirements gathering, development, testing, approvals, and deployment to production.

1. INC714080: Finance:cashjournal issue
INC622447:
Types ofSupport tools
1. Remedy
2. SolutionManager(SAPProduct) (SOLMAN)
3. Service-Now
4. Radix
5. Clarity
Service-Now
Queuesin Service Now:
My Assignedwork:
My Teamassignedwork:
My Teamunassignedwork:
Beloware the Prioritiesof the incident
1. Low
2. Medium
3. High
4. VeryHigh

2. Impact of Priority: SLA (Service Level Agreement)
1. Low: We shouldresolve the issue in5days
2. Medium:We shouldresolve the issuein3 days
3. High:We shouldresolve the issuein1day
4. VeryHigh:We shouldresolve the issue in3Hrs
Belowwill be the status of the incident
1. New
2. Active:
3. AwaitingUserInfo:
4. Resolved
5. Closed

3. **Please ignore “Vendorcontacted” and“Awaitingchange”
Initiallythe statusof the incidentwill be new
Once the incidentisassignedbyProjectmanageror any concernedperson,the statuswill getchange to
“Active”
 From here onwardsthe SLA will start.
 If we needanyinformationfromthe user,we setthe statusof the incidentto“Awaitinguser
info”
Note:Whenthe statusof the incidentis“Awaitinguserinfo”Itwill notcome underSLA.i.e itwill
not countthe time.
 Once we get the all requiredinformationfromuser,we resolve the issue.
 If the usersatisfiedwiththe resolutionthatwasprovidedbyus,we have tosetthe statusof the
incidentto“Resolved”.
 After5 days,the incidentwillautomaticallyget“closed”
 These five days,userwill have the optionto“reject”the solution.
CHANGEREQUEST
SupportProject:
If any configurationorprogramchangesare required,we needtoraise the change request.
Once we raise CR, we can close original incidentandaskthe user tofollow CR.
Implementationproject:
Once the BBP is signedoff,clientisnotallowedtomake anychangesor to give anynew processes
to map.If theydo this,thenthatis treatedas Change request.
Beloware the steps:
1. As a firststep,we getall the requirements
2. Consultantcreate the Change request
3. Do the configuration/developmentchanges.

4. 4. Do the testing(FUT) – Functional unittesting
5. Release the TR
6. Requestapproval toQuality
7. Get itapprovedbyconcernedperson.
8. Do the QualitytestingandIntegrationtestif any
9. Get UAT (User acceptance test)
10. Requestapproval toProduction
11. Get itapprovedbyconcernedperson.
12. Get itimplementin Production