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author's profile photo Former Member
Former Member

Service Ticket or Ticket in Support

Hello All,

We are in process of building a support process; I would like to have you valuable suggestions on this, what kind of information would be required in order to build a ticket.

I mean can any one suggest me what are the basic parameters or information need to be sent by the User so that we can make that as ticket.

Thanks

Sundhu

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    author's profile photo Former Member
    Former Member
    Posted on May 19, 2008 at 04:03 PM

    Hi,

    1.One should first identify the priority of the issue.

    2. One should be able to analyze the functionality and the error coused.

    3. To analyze the issue, Good description of the issue should be given with Screen shots.

    4. Call the iniciater for understanding the issue (if required).

    5. Identify the person responsible for resolving the issue and raise a ticket for the issue.

    6. Assign the issue to the person responsible.

    7. Contact number of the Support team should be displayed.

    8. Track the ticket (Issue) till it is resolved and close the ticket after the ticket resolved.

    Click here for [Support Process|http://web.mit.edu/reeng/www/trans-it/plan/support.html]

    Reward points if helpful.

    Regards,

    Vinod Palli

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  • author's profile photo Former Member
    Former Member
    Posted on May 19, 2008 at 02:50 PM

    Hi Sundar,

    Basic information from the Enduser depends and it varies everytime.So you can have a tool with Ticket number.Summary.Perosn raised .To whom assighned.

    And in the Issue You can have attachments,Status,Description of the issue..etc

    Thanks,

    Sree.Manam

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  • author's profile photo Former Member
    Former Member
    Posted on May 19, 2008 at 02:56 PM

    Capture the following:

    1. The activity sequence that lead to the error. This will aid the help desk in reproducing the error.

    2. Screen shots, if possible.

    3. User contact information - phone, email, location etc.

    4. User department/location information

    5. User hardware information - PC or mac.

    6. User availability - Is user on site or working from a remote location.

    7. User's supervisor and/or delegate in case of user absence.

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