Tuesday, May 31, 2011

Ticketing Tool



Ticketing tool improves communications tracking whatever is happening in the environment, reporting that what has happened within the specific duration.

A Ticket is an element contained within an issue tracking system which contains information about support interventions made by technical support staff or third parties on behalf of an end-user who has reported an incident that is preventing them from working with their computer as they would expect to be able to. Tickets are commonly created in a help desk or call center environment. Typically the ticket will have a unique reference number, also known as a case, issue or call log number which is used to allow the user or support staff to quickly locate, add to or communicate the status of the user's issue or request.

The Tools used by various companies are:
  1. BMC Remedy 7.0
  2. HP Service Desk
  3. Peregrine
  4. Open View
  5. CRM
  6. Wipro E-Desk
  7. Wipro Virtual Ticket
  8. Inbuilt Ticketing Tool
  9. Help Desk
  10. TCS Service Control
  11. Jira

An Example scenario is presented to demonstrate how a common issue tracking system would work:
  1. A customer service technician receives a telephone call, email, or other communication from a customer about a problem. Some applications provide automatic error reporting from exception handling blocks.
  2. The technician verifies that the problem is real, and not just perceived. The technician will also ensure that enough information about the problem is obtained from the customer. This information generally includes the environment of the customer, when and how the issue occurs, and all other relevant circumstances.
  3. The technician creates the issue in the system, entering all relevant data, as provided by the customer.
  4. As work is done on that issue, the system is updated with new data by the technician. Any attempt at fixing the problem should be noted in the issue system.
  5. After the issue has been fully addressed, it is marked as resolved in the issue tracking system.
The problem may not have been fully corrected, yet it will still be marked as resolved. The problem may be by-design, a known issue, or have a suitable work-around. A Run Book Automation process that implement best practices of these workflow and increase IT personnel effectiveness is becoming very common.





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