Skip to main content

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.





Labels:

Comments

Post a Comment

Popular posts from this blog

Self Introduction and Responsibilities of a SQL Server DBA.

Hi, Self Introduction:                      I am Vang chew bigger , currently I am working with   Citronics , Here my role is SQL Server Database Administrator , I am having 3+ yrs Exp in SQL SERVER DBA with T-SQL, I have experience on SQL Server 2000, 2005 and 2008, I have a great experience on installation and configuration of SQL SERVER versions, and also applying the patches, hot fix, services packs and RTM’s accordingly, involved in upgrading on in place and side by side as per client requirement, and also Migrating the database on SQL SERVER 2000 to 2005 and 2008, Solid experience on configuring and maintenance of High availability SQL Server solutions, including Log shipping, Database Mirroring, Replication(Transactional and Merge) and SQL Server Clustering., having experience on performance tuning on server level, database level and query level, Responsible for working with application developers in identifying,...
3 comments
Read more

Shrinking a SQL Server Log File with Database in Always ON Availability.

Shrinking a SQL Server Log File with Database in Always ON Availability.                    Once we had a situation in our production server that the database which is in Always ON Availability group has been grown to the maximum size.  Many of them say that we can't shrink the log file as the database is in Always ON and we should take the downtime to perform the operation. But we shrink-ed the database log file to 5 GB from 180 GB. Steps are as below: --To Check the Number of pages allocated by the LogFile. DBCC LOGINFO --To check the file sixe sp_helpdb [SQLPantry] --To check the Log file Size DBCC SQLPERF(LOGSPACE) The above statement will show the logspace of all db at present situation. --To check the Log_reuse_wait description of a log file. select log_reuse_wait_desc,* from sys.databases The above statement will show the status of the log whether it has to be backuped i.e., LogBackup, Nothing, Ac...
1 comment
Read more

SQL Server 2022 Features in Detail.

SQL Server 2022 Features in Detail. 1. Data Virtualization: Data virtualization in SQL Server 2022 enables you to access and query data from various sources as if they were part of a single database. This eliminates the need for complex data integration processes and allows for seamless querying of distributed data. 2. Machine Learning Services Enhancements: SQL Server 2022 offers enhanced integration with machine learning frameworks like TensorFlow and PyTorch. This enables you to train and deploy machine learning models directly within the database, bringing AI-driven insights closer to the data. 3. Improved Security: The Data Discovery and Classification capabilities in SQL Server 2022 help identify sensitive data and apply appropriate security measures. Always Encrypted technology ensures that sensitive data remains encrypted in various scenarios. 4. Big Data Clusters: Big data clusters allow you to manage and query large datasets across SQL Server, Hadoop, and Spark clusters. This...
Post a Comment
Read more