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As an analyst, you must be aware of the ticket management concepts. This article provides the high-level concepts that are related to ticket handling in ServiceAide Cloud Serviceaide Intelligent Service Management (CSM).
Ticket Management Process
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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 CSM Intelligent Service Management, there are five types of tickets:
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A configuration item is any component of an organization and its IT infrastructure. A CI manages and delivers an IT Service. For example, hardware, software, networking devices, peripherals, and documentation. CSM Intelligent Service Management creates and manages a record of all configuration items in the organization. For example, mail hosts, servers, and client machines with essential software are required to deliver an email service. A record of all such services is created and saved as a CI in CSM Intelligent Service Management.
A configuration item can be related to one or more configuration items in different relationship domains, such as logical, network, power, or service domain. This information can be used to troubleshoot any issues with the configuration item. When a ticket is logged to report an issue about a configuration item, the CI can be related to the ticket. Thus, building a history of all the incidents, problems, and changes that are related to the CI which can be stored and retrieved. If a ticket is logged to report issues with a service, the relevant CI can be related to the ticket as 'Affected Service'.
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Organization and Organization Based Security
CSM Intelligent Service Management supports three levels – Organization- Site-Location hierarchy for managing Organization information. An organization can have multiple sites and each site can have multiple locations. Multiple organizations, with their own sites and locations, can be configured within the same instance of the application.
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