Working on a ticket
When you work on a ticket, you want to identify the problem, provide a solution, and record your actions for possible reuse.
The topics in this section describe common tasks that you might perform when you work on a ticket. You will perform different tasks depending on the type and severity of the ticket.
- Predefined queries
Predefined queries are provided that you can use to search for ticket records (incidents, problems, and service requests) that might require prompt attention. - Create a Communication
Use the Create Communication action to send a communication about a record to a requestor or other user. - Use instant messaging
If Service Desk is integrated with IBM® Lotus® Sametime® Connect, you can conduct conversation sessions with any person related to a ticket for the purpose of gathering information to help resolve an issue. - Using the work log
Use the work log on any ticket (incident, problem, or service request) to enter information about work that has taken or must take place, and optionally to solicit or provide information for an end-user. The work log displays entries for the existing record, any originating record, and any follow-up records. - Obtaining more information about people involved with a ticket
While you are working within an incident, a service request, or a problem, you can use the tool tip graphic to obtain more information about the ticket owner, the person who reported the ticket, or the person who is affected by the ticket. - Searching for a ticket
You can use the search ticket function to search for tickets (an incident, problem, or a service request) that are in the database. - Entering a service address
If you want to view a map of your service address, you must enter the address in the correct format. - Tracking the progress of a Ticket
The progress of a Ticket is indicated in two ways: by the Progress Map, a row of nodes in the Progress Map section of the Incidents, Problems and Service Requests application views; and by the value in the Status field. In the Progress Map, the highlighted node represents the step that is currently underway. - Associating solutions with tickets
A solution record contains information for resolving an incident or a problem. Solution records can contain information on the symptom, cause, and resolution related to an issue. Finding and attaching existing solution information to an incident can help you resolve issues efficiently. - Process Requests
You can create a process request from a ticket record (service request, incident, or problem record). When you create a process request from a ticket record, the ticket information is copied to the new process request record in the Process Requests application. - Creating activities
Activities specify the work needed to resolve an incident or a problem. You can create activities for tickets that you are working on. - Response Plans
Response plans enable you to ensure that similar work is performed in a repeatable and consistent way. Response plans are associated with work order and ticket types. - Service Level Agreements
A service level agreement (SLA) defines the agreement and formal commitments between a service provider and a customer.
Parent topic: Common ticket concepts and tasks