Workspace
In the workspace, users can access multiple modules within a specific environment. This includes incidents, tasks, requests, problems, changes, and release modules. Specifically, IT Service Management (ITSM) modules, which are process-oriented, are integrated. These modules can also be communicated through a chat interface for seamless collaboration.
Add the Ticket/ Request/ Change/ Problem/ Release
Click any one channel.
Click Add Ticket/ Request/ Change/ Problem/ Release
Search the requesters from the drop-down.
Fill in all the mandatory details in the report.
Choose the team from the drop-down menu, or the user can opt for self-assignment, also known as 'self-assignee',
Select the request type/ problem type/ from the drop-down.
Select the priority from the drop-down.
Select the n number of followers from the drop-down.
Select the Impact from the drop-down
Select the urgency, severity, and Risk from the drop-down.
Write the number of versions in the version bar.
Select service category and tags from the drop-down menu.
Click on the calendar icon and select the due date.
Select the release manager from the drop-down.
Select the priority and release type from the drop-down
Write the notes in the given space.
To add any documents, click on the attachments and select the file.
Add the subject line and brief description for the ticket and click ‘submit as new’
The added ticket/request/change/problem/release will appear in the channel.
Workspace Metadata update: If an issue is raised in the workspace within a Ticket ID, it will reflect on both pages simultaneously.
What happens after creating the Ticket/Request/ Change/ Problem/ Release?
When users click on the channel, the created ticket/ Request/ Change/ Problem/ Release will be displayed. Double-tapping on the ticket ID/ Request ID/ Change ID/ Problem ID/ Release ID redirects to a page containing comprehensive details. This page provides the user with the ticket's creation time and date.
There are a few tabs for the Tickets / Requests/ Changes/ Problems/ Releases such as,
Basic Details | Workspace
Name
Description
Status
The status of the ticket can be changed from new to responded etc.
Priority
Priority can be critical, high, medium, or low.
Urgency
Select the urgency from the drop-down such as high, medium or low
Impact
Select the impact from the drop-down
Impact service
Select the impact service from the drop-down
Service classification
Select the Service classification from the drop-down.
Attachment
If there are any documents to attach, click on attachment and attach the document.
For release, the following details are included,
Risk
Select the risk from the drop-down
Due date
Click on the due date column the calendar pops up, and select the date.
Version
Write the version
Communication
The communication tab will appear as shown below,
The written email will be visible under the 'Communication' tab. Here, the user can reply, forward, add notes, and perform other related actions.
Rephrase communication content via open AI: In the Incident page, within the Communication section, users can leverage text enhancement features, offering various styles to refine communication content using OpenAI.
Relation
The relation tab will appear as shown below,
Click ‘ticket +’ button
Search ticket from the search tab.
Select relation type as ‘associated’
Click ‘Submit’. This selected ticket will appear in the relation page
Attachment
The attachment tab will appear as shown below,
To add the attachment,
Click on the ‘add’ tab
User can either drag and drop the document or click on the drag and drop to attach the document
Select the category from the drop-down, such as the default category, ticket screenshot, team docs, etc.
Describe the attachment.
Click ‘Upload files’
Knowledge base
The knowledge base tab will appear as shown below,
The knowledge base is created only when the ticket is resolved or closed.
Interaction
The interaction tab will appear as shown below,
The raised issue will display the five most recent issues in the 'Interaction' tab. The 'Recent Activities' tab will showcase a history of all actions performed.
Recent activities
Recent activities are the history of the activities logged.
For change/ Release
The change/ Release workspace includes the planning and tasks as shown below,
Planning
The Planning tab will appear as shown below,
Click on the calendar icon and select the start and end dates.
write the reason for the change.
Add the rollout and rollback plan.
Click 'save'
Task
To add a new task,
Click on the '+' icon
Write the title and description in the given space.
Select the status, priority, and assignee from the drop-down
Select the due date from the calendar.
For Problem
The problem workspace includes the analysis and submission as shown below,
Analysis and Submission
The analysis and submission tab will appear as shown below,
There are two tabs such as analysis and Solution:
Analysis | Solution
Click on the '+' icon from right side corner of the page.
There are two tabs: cause details and Technique details
Cause details | Technique details
Name
Description
Submitter
Select the submitter from the 'drop-down'
Analysis Technique
There are three types of analysis techniques, namely:
Chronological analysis techniques
5-Way analysis technique
Kepner- Tregeo Technique
Type
Select the type from the drop-down, such as general, troubleshooting, Analysis, or testing
Category
Select the category from the drop-down based on the type
Submission date
Click on the calendar icon and click on the date.
Click 'Next'
Cause details | Technique details
Based on the analysis technique selected, technique details to be filled,
There are three types of analysis techniques, namely:
Chronological analysis techniques: Toggle the button to enable it to represent the actual root cause. Provide a detailed description of the problem's origin, then click 'save'
5-Way analysis technique: In the designated space, describe the problem. Choose 'yes' if it's a root cause, or select 'no' to proceed with the next technique.
Kepner- Tregeo Technique: Answer the five questions to identify the problem. Click 'save'
Analysis | Solution
The technician gives the solution based on the analysis.
Click 'resolve'.
Fill in the mandatory details and click resolve.
To add the other workspace from the present workspace, refer below,
For the Ticket, add the request/ Problem/ change.
For Request, add the Ticket/ Change
For Change, add the ticket.
For release, add the Ticket/ Change
Click on the three vertical dots in the right-hand corner of the taskbar.
Stages of the tickets
When a ticket is created, it progresses through several stages, including:
Name
Description
Logged
When the ticket is raised, the status will show as logged.
Responded
The ticket status will show responded when the user gets the response.
Investigation
In this stage, the raised ticket will be investigated to resolve the problem
On Hold
This stage is optional. To get confirmation from higher authority, the ticket is kept on hold
Resolution
Resolution is provided to the user after approval only if the ticket is hold.
Closure
The ticket is closed after the resolution is provided.
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