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Ticket Resolution
Last updated
Last updated
This guide outlines a technician or engineer's process for working on a ticket, from creation to resolution. Tickets follow a specific workflow, which are the steps or guidelines to follow when resolving a ticket, request, or problem.
NOTE: This demonstration will outline a default ticket workflow process implemented in Infraon Infinity. A comprehensive understanding can be gained by exploring the “Ticket Workflow” module under “Infraon Configuration -> Infraon Automation -> Workflow -> Ticket.”
This outlines the standard ticket workflow. The following sections will detail how this workflow is implemented within the tool and technicians' specific actions when assigned a ticket.
In case of escalation, the status is updated to “Escalated.”
the ticket is finalized with a closing note.
This concludes the overview of a technician's workflow when handling an assigned ticket.
When a new ticket is generated within the system, its lifecycle is initiated in the “Open and New” state.
An automated email acknowledging ticket creation is sent to the end user. Email content can be customized using available macros.
The ticket status is updated to “Open-Responded,” signifying the commencement of technician involvement.
The ticket transitions to the “In-Progress Analysis” state. This phase may include sub-statuses like “In-Progress Escalated” for elevated issues.
If the end user is required to provide additional information, the ticket can be placed on hold in the “Pending for User Input” state. SLA timers are paused during this phase.
Once a solution is determined, the ticket status is changed to “Resolved and Waiting for Closure.”
An email is sent to relevant parties informing them of the ticket resolution, including a summary and solution details.
The ticket is officially closed upon confirmation from the end-user.
The ticket will be automatically closed if there is no response from the end user within a specified timeframe.
Whenever a new ticket is generated, it is assigned to the technician based on predefined rules or manual allocation.
Essential ticket details, including the end-user, are populated. The ticket's initial status is then set to “New and Open.”
Upon acknowledging the ticket, the technician changes its status to “In-Progress Analysis.”
As the investigation progresses, the ticket status is updated accordingly. If additional information is required from the end user, the status is changed to “Pending for User Input.”
Once a solution is determined, the ticket is marked as “Resolved and Waiting for Closure.”
The end user is then presented with options to close or reopen the ticket.
Upon closure confirmation from the end user or system timeout,
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