Iam new to remedy...i know how to use it..but not aware of the backgroup technology behind it....
Iam wokring in the technology...when people rasie tikcts we used to work on it....
I thought of doing some creativity..we have an option to kepp the tikcets in pending..
I would like to know how to change the status automtaically when it reaches a particular time.....
it wud be really helpful when someone helpms me with my requirement
Hi Suganthi, BMC Remedy AR System is the first place to start. There are a lot of info in the discussions and docs & this is where you'll find your help too.
Moving to the SLM forum as that is the tool you can use to move tickets into a particular status after time has expired.
You could also use business rules; for those, review the AR System docs to see how to create those.
Create an escalation where you compare the submit date and current date and chk if no of of days passed update the status(If Action)
Retrieving data ...