Manage Tickets

As an analyst you work extensively with tickets. Besides working on a requested service, you can take multiple actions on a ticket. You can reclassify a ticket that is based on the nature of its request. You can determine the progress of the request, update solution details to the ticket, and more.

Ticket Management Process

You can log new requests by sending an email to the designated support ID or from the application user interface. You can log requests by using a relevant catalog item from the Service Catalog. Requests get routed to different support groups based on the following criteria:

Nature of the request
How the request was created
Routing rules

The administrator manages and controls the permissions and workflow actions available to you. Based on the request or issue you can create an incident, problem, change, or service request. You can also create a ticket of a different ticket type from an existing ticket. The outcome is to ensure that the request is handled using appropriate processes within agreed upon service delivery agreements.

Ticket and Ticket Life-cycle

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 Serviceaide Intelligent Service Management, there are five types of tickets:

Service Request: A Service Request is used to log and manage standard requests for information or access to systems and services. Service requests are handled using service request fulfillment workflow processes and is monitored for SLA compliance. For example, an end user seeks information about how to set up and configure work emails for mobile devices.

Incident Ticket: An Incident Ticket is used to report and manage issues such as a disruption, unavailability, reduction in the quality of a system or service. The Incident tickets are handled using incident management workflow processes. The response and resolution of these tickets is monitored for SLA compliance. For example, a request is logged when the end user is unable to send or receive emails from the cellphone. This service is typically available to the requester; and the service has been disrupted. Identify the cause of service disruption, restore the service quickly, and communicate with the requester about the resolution.

Problem Ticket: A Problem Ticket is used to investigate, resolve, or mitigate major issues affecting many users. The problem tickets are handled using problem management workflow processes. Generally, root-cause analysis and resolution take time; and these tickets could or could not be monitored for SLA compliance.

Change Request: A Change Request is used to log and manage a request for change to the IT Infrastructure or services. Some changes could affect only the requester (or a small group of users); while others affect many users. All change requests go through a change approval process. Based on the nature of the change, the approval process varies and is handled using the change management workflow processes. A change request could be monitored for SLA compliance. The time that is required to respond and resolve a change is based on factors such as getting an approval.

Task Ticket: Tasks Tickets are used to track and manage smaller units of work toward the completion of another ticket. A Task ticket is logged as a child to another ticket. A Task Ticket is usually a Change or a Problem ticket. Each task can be handled either at a time by different people; or in a set sequence.

A Task ticket is never logged as an independent ticket but as children of a request, incident, problem, or change. A Task ticket is always used to divide individual units of work that is done to resolve another ticket.

The following sections helps you learn how to work with tickets as an analyst.