A ticket is a transaction document that records all the information that is related to a request. The ticket fields contain information that is required to understand and fulfill the request from the end user. The administrator can configure and add custom fields to be available on the ticket and is based on the ticket categorization. Once, a ticket is created; it gets assigned to a support group. The administrator configures the assignment rules. The three main aspects of ticket progression, which are used when building the workflow process are:
- Phase: During a ticket life-cycle, the ticket passes through different phases. Based on its progression the ticket can loop back to a previous phase. The phase definitions differ based on the ticket type.
- Status: Status refers to the current stage of the ticket in its life-cycle. They can be New, Queued, Active, Pending, Complete, Resolve-Validation, Resolved, Closed. Fixed ticket statuses cannot be modified. A ticket can move from one status to another - not necessarily in a specific order.
- Reason Code: Reason code is used to assign a reason why a ticket is in a given status or phase. For example, a ticket could be set into pending status for several reasons, such as Pending Customer, Pending Vendor, Pending Information.
A combination of the ticket status and reason code is used to manage the workflow actions available and manage the ticket progression. As a ticket progresses it grows to include activities toward resolving, fulfilling, and closing the request. Ticket progression also includes manual, automatic actions, and communications to and from the ticket. The administrator can configure different workflow actions to be available on the ticket to control the progression of the ticket.
Ticket Types
In CA Cloud Serviceaide Intelligent Service Management, there are five types of tickets:
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