Tickets are records of requests, incidents or problems that require tracking and resolution in a service management system.

What are Tickets?

Tickets are formal records of requests, incidents or problems that require tracking, assignment and resolution in an IT service management system.

Ticket Types

By Category

  • Incident: Incident
  • Service Request: Service request
  • Problem: Problem
  • Change Request: Change request

By Priority

  • Critical: Critical
  • High: High
  • Medium: Medium
  • Low: Low

By Status

  • New: New
  • Assigned: Assigned
  • In Progress: In progress
  • Resolved: Resolved
  • Closed: Closed

Lifecycle

Creation

  • Ticket Creation: Ticket creation
  • Categorization: Categorization
  • Priority Assignment: Priority assignment
  • Initial Assignment: Initial assignment

Processing

  • Assignment: Assignment
  • Investigation: Investigation
  • Resolution: Resolution
  • Testing: Testing

Closure

  • Verification: Verification
  • Documentation: Documentation
  • Closure: Closure
  • Feedback: Feedback

Tools

Commercial

  • ServiceNow: ServiceNow
  • Jira Service Management: Atlassian
  • Remedy: BMC Remedy
  • Cherwell: Cherwell

Open Source

  • OTRS: OTRS
  • Request Tracker: Request Tracker
  • GLPI: GLPI
  • iTop: iTop

Cloud

  • Zendesk: Zendesk
  • Freshservice: Freshservice
  • ManageEngine: ManageEngine
  • SolarWinds: SolarWinds

Configuration

Categories

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# Category configuration
categories:
  - name: "Hardware"
    description: "Hardware problems"
    sla: "4 hours"
  - name: "Software"
    description: "Software problems"
    sla: "8 hours"
  - name: "Network"
    description: "Network problems"
    sla: "2 hours"

Priorities

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# Priority configuration
priorities:
  - name: "Critical"
    description: "Critical"
    sla: "1 hour"
    escalation: "30 minutes"
  - name: "High"
    description: "High"
    sla: "4 hours"
    escalation: "2 hours"

States

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# State configuration
states:
  - name: "New"
    description: "New"
    next_states: ["Assigned", "Closed"]
  - name: "Assigned"
    description: "Assigned"
    next_states: ["In Progress", "Closed"]

Use Cases

Technical Support

  • Help Desk: Help desk
  • Technical Support: Technical support
  • User Support: User support
  • Remote Support: Remote support

Service Management

  • Service Management: Service management
  • Incident Management: Incident management
  • Problem Management: Problem management
  • Change Management: Change management

Operations

  • IT Operations: IT operations
  • Network Operations: Network operations
  • Security Operations: Security operations
  • Database Operations: Database operations

Best Practices

Creation

  • Clear Description: Clear description
  • Proper Categorization: Proper categorization
  • Priority Assignment: Priority assignment
  • Attachment: Attachments

Processing

  • Timely Response: Timely response
  • Regular Updates: Regular updates
  • Documentation: Documentation
  • Communication: Communication

Closure

  • Verification: Verification
  • Documentation: Documentation
  • Feedback: Feedback
  • Knowledge Base: Knowledge base

Metrics

Performance

  • Response Time: Response time
  • Resolution Time: Resolution time
  • First Call Resolution: First call resolution
  • Customer Satisfaction: Customer satisfaction

Volume

  • Ticket Volume: Ticket volume
  • Category Distribution: Category distribution
  • Priority Distribution: Priority distribution
  • Trend Analysis: Trend analysis
  • SLA - Service level agreement for tickets
  • CISO - Role that oversees security tickets
  • Incident Response - Process that generates tickets
  • Security Breaches - Incidents that generate tickets
  • SIEM - System that can generate tickets
  • SOAR - Ticket automation
  • EDR - Tool that can generate tickets
  • Firewall - Device that can generate tickets
  • Antivirus - Tool that can generate tickets
  • Logs - Logs that generate tickets
  • Dashboards - Ticket visualization
  • Metrics - Ticket performance measurement

References