Ticketing Tools

BMC Remedy ticketing tool:

IITL (Information Technology Infrastructure Library) Process:

1.           Change Management.

2.           Incident Management.

3.           Problem Management.

4.           Release Management.

Different Types of Tickets:

1) Incident ticket which identity by INC: Something happen accidently the ticket which raises manually or automatically.

Ex: WebLogic server failed to startup ticket will be raised automatically.

2) Change ticket by CRQ: If somebody wants to do change or creating a new during that time the change management ticket uses.

3) Problem ticket which identified by PBC: It is used to managed problem investigations known errors and solutions DB(Data Base)entries. Problem management can practically prevent the occurrence of incidents errors and addition management.

States of Tickets:

1) New: Displays when creating a new record or ticket.

2) Assigned: Auto set to assigned when you create a new incident assigned to someone.

3) In progress: Actively working on that incident also must select at assigning a record to yourself.

4) Pending: can’t work on that incident must fill in the reason failed or pending. It means keeping the ticket on hold for some time.

5) Resolved: A solution or work around has been found, must fill in the status reason failed.

6) Closed: The system will auto-close in five business days or if user wants close the ticket we can close immediately or manually.

7) Canceled: If record was an accident or the issue doesn’t need resolution customer or support staff may task incident as cancelled.

Urgency or priority:

1) Critical: It will impact business.

2) High: It will import only for that server or only for that particular batch systems.

3) Medium: It is not that much critical but still we need take task on that job.

4) Low: It does not require to consider this point.

            

 Handling Change Request: 

If any production  changes have been done. The change request will be raised.

Status of Tickets:

1) Requested: The ticket is in requested state. These are different levels of approvals needed for implementing any change request.

Level1:  Line manager ready.

Level2:  Production co-ordinater ready.

Level3:  Change co-ordinate ready.

Level4:  Skill group implementation (Request implementer) ready.

2) Ready: While getting the approvals the ticket will be in ready state.

3) Scheduled: After getting the approvals the ticket will come in to scheduled state.

4) Accepted: For implementing any change request ticket should be in scheduled state. The request has to be accepted.

5) Resoled:

6) Failed

7) Rejected