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%.

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.

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

• 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)

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.

Text enhancement - Effortlessly refine your communication in tickets. Receive real-time prompts for improved text, with options for tone and style adjustments. Elevate your message with professional, conversational, emphatic, or simple tones. Explore the proofreading, rephrasing, and content expansion tools all in one seamless interface!

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

Note: The quick action bar appears as a floater on each Ticket line.

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 resolve the Ticket. The resolution date and time are recorded automatically. The technician must change the status and add a resolution to resolve the Ticket.

• 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.