Tickets

A Ticket can be defined as an unplanned interruption to an IT service, reduction in the quality of an IT service, or failure of an asset/Item that has not yet impacted service. Ticket Management is the process responsible for managing the life cycle of tickets. The goal of ticket Management is to restore standard service as quickly as possible with minimal to no disruption to the business. This ensures that the highest achievable levels of availability and service are maintained.

How does it work?

Tickets can be created by end-users/requesters through the web portal or mobile app access, via email, or by a technician on call. When tickets are created from email, the message's subject line becomes the ticket summary, the message body becomes the description, and the source field is set to Email.

The quick action panel helps technicians resolve tickets quickly, reducing ticket resolution time by 80%.

Location Mapping

Location Mapping automatically routes incident tickets to specific teams based on the requester’s location. This eliminates the need for manual team assignment and ensures quicker response from the appropriate support group.

• During ticket creation, the system identifies the default or selected location of the requester.

• This location matches the location configuration of the teams set in the Teams module.

• If a match is found, the ticket is automatically assigned to the respective team.

• If no match is found, the ticket remains unassigned or follows the default assignment logic.

Example Use Case

• A Delhi – HQ – 4th Floor user logs a ticket for internet issues.

• The system detects the requester’s location and matches it with the "IT Support – North" team configured with that location.

• The ticket is routed instantly to the right team without manual selection.

What you see on the screen

The tickets page lists all tickets with details like summary card, impact service, status, subject, team, requester name, and actions, sorted by time. Refer to the 'Working on a Ticket' section for detailed information.

Working on a ticket

The service desk is the core of Ticket Management. Though there are multiple ways to record a ticket, Ticket work or resolution is in the hands of Technicians.

Before working on the Ticket, it is necessary to understand its life cycle and the key components within Infraon's Ticket module.

Components

• Ticket Summary Card - The ticket summary card briefly summarizes the ticket. This summary contains all the important information needed to work on the ticket. Details include:

• Ticket ID – Auto-generated when a ticket is created. Click on the ticket ID to view the communication history, reply to and forward emails, add notes, analyze, add symptoms and root causes, and view and add work logs. You can resolve a ticket from this screen too.

• Ticket Source – This shows how the ticket was submitted.

• Priority – The priority of the ticket (derived from the asset)

• Asset ID - Asset for which the ticket is raised. Click on the asset ID to view detailed asset information.

• Analyze – Used to view details of the ticket

• Requester Icon – Displays the name of the requester (initial)

• Subject – Subject of the ticket (derived from the ticket subject line)

• Comment – The requester or technician’s comment on the ticket

All the users associated with the ticket will be informed whenever updates are made. This includes the requester, followers, and assigned team members, who will receive an email notification whenever a new comment or note is added to the ticket.

Communication

The Communication tab acts as your central hub for all ticket interactions. Clicking on it opens a dedicated window displaying the complete communication history, including emails, SMS messages, and any comments added throughout the ticket lifecycle.

This streamlines resolution by allowing technicians to access all relevant information quickly, keeping everyone informed—assignee, team, and requester.

The tab also empowers technicians to send emails and SMS messages directly to the end-user without leaving the window.

For added convenience, Infraon Infinity features a dynamic section with a requester dropdown, eliminating the need for manual entry. Furthermore, technicians and end-users can attach files and add signatures for enhanced clarity and authenticity.

The summary card details can be configured to suit requirements. Click on the configure icon to customize the summary card.

Working on a ticket

The service desk is the core of Ticket Management. Though there are multiple ways to record a ticket, Ticket work or resolution is in the hands of Technicians.

Before working on the Ticket, it is necessary to understand its life cycle and the key components within Infraon's Ticket module.

The Right Panel

• Impact Service: To select the service that has been impacted

• Status: Displays the current status of the Ticket. Technicians can change the status from here too

• Subject: Subject of the Ticket

• Team: The team assigned to work on the Ticket

• Requester Name: Name of the requester

• Actions: Quick action icon to work on the Ticket

The Ticket summary card and the quick action floater help to cut the technician’s resolution time by 80%.

Ticket Quick Actions

• Resolve: Click to close the Ticket. The resolution date and time are recorded automatically. The technician must change the status, add a resolution, and enter a resolution comment to finish the process.

  • When a technician selects the Resolve option, the Resolve Ticket dialog box opens.

  • The following fields are displayed:

• Ticket aging for helpdesk/ ITSM close and resolve conditions: Grid View includes Aging Metric. Track ticket resolution time accurately. Click 'Resolve' or 'Close' to stop the aging clock. Get detailed aging reports based on resolved status.

• Assign To: Click to assign the Ticket. Tickets can be assigned to a user individually or a user from a specific team, expertise, or level.

• Quick Edit: To perform quick edit actions like status, priority, urgency, severity, impact, impact service, and the Ticket assignee. Use the ‘Detailed Edit’ button to edit the Ticket details.

• Edit: To edit the Ticket in detail.

• Delete: To delete the Ticket. This action cannot be reverted.

• Additional Actions: Use the additional action button to view the ticket history and convert the Ticket to a Knowledge Base. The ‘Edit Options’ icons customize the additional action options. You can select up to four actions.

Ticket Grid Page Actions

Apart from these, the Ticket page has:

• Expand the icon to view Ticket filters.

• Search bar to help search for a specific Ticket using the Ticket number, assignee, etc.

• Calendar to filter the Tickets by a specific day, date, or date range.

• Convert Ticket to Request—If the technician feels that the ticket is more of a Request, the ticket can be converted into a Request.

• Convert Ticket to KB—This option converts the ticket into a Knowledge Base (KB). This action is possible only if the ticket's status is "Resolved" or "Closed."

• Add Change—A change may implement a ticket resolution. A Change Request can be added to this ticket. This action is possible only if the ticket's status is 'Open', 'In Progress', or 'On Hold'.

• View Change - This option is visible if a change request has been created for a ticket. This can be clicked to view the related change request.

• Tag - Select A ticket to view the tag option. Tagging is a way to group Tickets.

• Merge - Select more than two Tickets to view the merge option.

• Pause the icon to pause the auto-reload.

• Configure the icon to configure the summary card and column selection.

Icons to toggle between list and smart grid view.

Ticket panel view actions

Enhance ticket management with the ability to modify ticket details, track SLA status, and effortlessly streamline communication. With the integrated panel view, experience efficient incident, request, and problem handling.

The ticket panel view has been revamped. The improved interface offers enhanced data visibility, with aging metrics conveniently displayed. This helps in faster navigation and reduced system load for a seamless user experience.

Relation

Ticket relationships follow the same structure as defined in Problem Management. For a detailed explanation of how linked records work, refer to the Problem Management page.

Delegate Approval

Delegation allows users to assign their approval duties to another person for a specified time. It ensures that approvals continue smoothly when the primary approver is unavailable due to planned leave, travel, or other reasons.

How It Works

• Users can configure delegation rules directly from their profile settings.

• Delegation can be applied in two ways:

  1. Manual Delegation – Select an individual approval service and reassign them to another approver.

  2. Bulk Delegation – Apply delegation to multiple approval services simultaneously, across modules.

• When delegation is active, the delegated approver receives the pending approval requests and can take action on behalf of the original approver.

• A defined start and end date can be set for the delegation period, after which the responsibilities revert automatically to the original approver.

• All delegation actions are tracked in the audit logs, ensuring complete transparency and compliance.

Delegation Privileges

Delegation can only be performed by privileged members. Infraon provides delegation to:

• Change/Release/Request Manager – They can delegate approvals when items are in the “Waiting for Approval” state.

• Owners of the Assigned Team – They are allowed to delegate the approval.

• Team Members (not part of the approval sequence) – They may also be chosen as delegates.

• Configured Assignees – If no manager is assigned (e.g., in a Request without a Request Manager), the configured assignee can perform the delegation.

• Business Rules/ Automation – Delegation can also happen automatically through configured rules (e.g., duration-based delegation, fallback users, or bulk delegation).

Add Delegation

You can add delegation rules using three methods:

• Manual – Assign delegation for a single approval.

• Bulk – Reassign multiple approvals at once.

• Business Rule – Automate delegation based on predefined conditions.

Delegate Manually

• Go to the required service (Ticket, Request, Release, or Change).

• Hover over the service and select Approval Status.

• In the pop-up window, you will see the list of required approvals. Click Change to delegate.

• From the drop-down list, choose the approver to delegate. (This list is populated and configured from the Teams module.)

• Click Submit to confirm the delegation.

Bulk Delegation

• Navigate to the required Service and select the checkboxes of the items you want to delegate.

• Use the drop-downs to assign delegation:

• Click Submit to confirm the delegation.

Business Rule for Delegation

There are two Business Rules that can be created for the Delegation process:

• Delayed Approval Delegation

• Immediate Approval Delegation

Delayed Approval Delegation

This rule automates the delegation of approvals when the original approver does not act within a specified time.

This rule allows the system to monitor pending approvals, send a reminder before the delegation time, and then automatically reassign the task to a fallback approver once the set duration has passed.

Click here to learn more about configuring Business Rules.

Use Case

• Creed and Erin Hannon are designated approvers for a change request.

• If they fail to provide approval within the defined timeframe (for example, 1 day, 1 hour, and 5 mins), the system automatically delegates the task to Yogi S, who acts as the fallback approver.

• A reminder notification is sent before delegation (for example, 2 hours before the deadline) so the original approvers still have an opportunity to act.

In this scenario, if Creed and Erin do not approve within 1 day, 1 hour, and 5 minutes, the system automatically delegates the approval to Yogi. A reminder notification is also triggered 24 hours before the delegation taking place.

Immediate Approval Delegation

This rule automates the delegation of approvals instantly, without requiring a defined time frame. As soon as the approval task enters the Waiting for Approval stage, it is reassigned to the configured fallback approver.

Use Case

• The module, type, and precedence are to be defined while creating the rule.

• In the rule setup, Creed and Wallace are selected as the original approvers.

• Their approval tasks are immediately delegated to Erin Hannon, who acts as the fallback approver.

• No duration or reminder configuration is required, as the delegation happens instantly.

In this scenario, as soon as a request, ticket, change, or release requires approval, the task is automatically delegated from Creed and Wallace to Erin Hannon without waiting.