A Tier 2 Engineer is expected to log tickets in CRM for any new calls or cases picked up by them. Adobe uses the SAP CRM tool for logging and referencing customer issues via tickets.
Here's the URL to launch the CRM tool: http://sap-cm3.corp.adobe.com:8100/sap/bc/bsp/sap/crm_ic/default.htm
Described below are the steps of creating new tickets in CRM:
Description: Brief Description of the Issue
Priority of the Issue: Depends on sensitivity of the issue affecting customer's business; can be P4/P3/P2/P1
Direction: Select the direction from where the issue landed to you; can be Email/Web/CCRT/Inbound Call.
Status: Most commonly used values are In Process, Pending Customer action, Pending Adobe Action.
Support Type: Select Gold/Platinum in case of customers who have a valid support contract.
See the next item for adding Notes and Activities to your ticket.
Click the Activities button in CRM to add the activities performed on your ticket. Described below are a few examples of how activities can be added to your ticket:
Its turn now to add notes to your ticket to describe all the work done on the ticket by you. Click on the Notes tab of the ticket to enter your notes as below.
Select the type of Notes to be added to the ticket from the dropdown :