Guidelines to update a ticket

By Prasad Deshpande6 June 2013

BackgroundTicket record is a formal document

of incident for customer as well as service provider

Ticket record maintenance is nothing but book keeping task.

This task is made easy using smart ticketing tools.

QuestionsWhy to update ticket?What can be updated?How can we update?Who can update?

PurposeWhatever work has done on the

incident and ticket, is documented.It can be provided as evidence to

customer and Internal/external auditing.

Easy handover of work history to next assigned group/ individual.

What we can include (in work info, not compulsory)

Related to incident Asset details CMDB Incident, Change, Problem, SR relations

Email communication with User Business Support group Interfacing processes Related incidents

Essentials to proceedings Approvals MOMs(action points, suggestion, decisions) Discussion history(verbal approvals, suggestions, who was involved) Activity progress details(like backlogs, lag on DB server etc) User input requirement form Event confirmation email from user, support groups

Escalation history

Forms of work info Tool provided input method(text pad entry)- in

this we can write anything

Integrated relationsTicket(Change, Problem, SR)CMDB ComponentAsset Management

Attachments-File attachment (.doc,.xls,.txt,.pdf)Email attachment(Outook email, emails sent by

support personal via ticketing tool)Video/Audio file of VC or Bridge call(if any)Chat history file(if any)

Guidelines Does:

Update should be related to incident and ticket onlyMust include activity approvalsUser input/communication detailsEvery activity and update date and timesTroubleshooting historyManagement decisions and customer approvalUpdates should be in agreed templates/formatsEvent historyAction pointsTeams involvedTicket relationsLast updated by <<Name>>Avoid unnecessary information

Don’t :Don’t include internal strategiesDon’t include disagreementsDon’t include personal opinionsDon’t include future ideasDon’t write detailed discussions, only

highlights, keynotes.

Closure StatementsMust include how incident

resolved/impact is reducedWhat final actions taken to resolve/

workaround providedReason for outage(short and user

understandable, if not possible- under investigation)

ConclusionIt is a best practice to preserve

and provide evidence of workIndividual performance can be

measured on this groundMust update work info for

accountability and problem investigation.

Achieve customer satisfaction

Thank You!