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Ticketing Tool

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D Nikhil
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138 views3 pages

Ticketing Tool

Uploaded by

D Nikhil
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Importance of Ticketing Tool

• Helps track issues efficiently.


• Allows users to find issues easily with a ticket number.
• Facilitates communication between users and the technical team.
• Enables updates and tracking of solutions.
• Users can check updates on their tickets.
• All proposed solutions are documented in the ticket.

Ticketing Tools in Use


 SAP Solution Manager - Standard tool provided by SAP. TR Movement will update automatically.
 IFIRST
 4me
 AWS
 DevOps

Features of 4me Ticketing tool.


 My Team’s inbox - Shows the status of tickets, responsible teams and to whom the tickets are assigned
(TIS for payment, Rockbis FI, Rockbis CO).
 Different types of ticket categories.
• Incident (Request for incident Resolution): Day-to-day business issues reported by users.
• RFC (Request for Change): Changes like new payment methods, new tax codes, new house banks,
new vendors etc.
There are 2 types of RFC
o Workbench Request - Technical and handled by ABAPer
o Customizing Request – Functional
• Request for Information (RFI) - Users can request explanations on processes or reports.
• Complaint (Request for Support Improvement)
• Compliment (Request for Bestowal or Praise)
• Other (Request is Out of Scope)

 Ticket Management Process


• Ticket assignment and management - Dispatcher assigns tickets to team members.
• Importance of knowing who raised the ticket for effective communication.
 Ticket Status
• SLA calculation stops during this status until information is provided.
• Ticket statuses include Declined, Assigned, Accepted, In Progress, Waiting for Inputs, Waiting for
Customer, Completed.
 Assigned: Ticket is raised and assigned to a responsible person.
 In progress: Work is being done on the ticket.
 "Waiting for customer" status indicates missing information from the user.
 Waiting for Inputs - Tickets may wait for customer input or additional details.
 Completed - Solution provided and confirmed by the user.

 Ticket Completion Reason


• Completion of a ticket can be marked as solved, workaround, duplicate, Withdrawn, No Reply,
Rejected, Conflict, Declined or Unsolvable.
 Solved: Issue resolved and user is satisfied.
 Workaround: Ongoing process with temporary solutions.
 Gone: Issue can no longer be found.
 Withdrawn: Tickets may be closed due to no reply from the customer or withdrawal
by the requester.
 Duplicate tickets occur when the same issue is raised multiple times.
 No Reply: Close ticket after multiple attempts without response.
 Rejected: Rejected by approver
 Conflict: In Conflict with internal standard or policy.
 Declined: Declined by service provider.
 Unsolvable: Unable to solve.

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