Ticketing Tools

Ticketing Tools 

Introduction

In this Blog i am going to explainTicketing Tools is the software which provides platform for the users and clients issues in different environments like production,testing,development etc,ticket means a problem or incident

Ticketing and monitoring Tool

• BMC REMEDY--TT
• SERVICES NOW-TT
• OEM(ORACLE ENTERPRISE MANAGEMENT TOOL)--MT

User Created Ticket: user will create a ticket and raise the incident using the Ticketing Tools  like BMC Remedy ,Services now

Automatic Ticket: integrate with OEM and Ticketing Tools , suppose an incident happen in the morning 2 am database server is down it will automatcally raise the inicident or problem ticket and send a email to that Respective DBA teams

BMC REMEDY: 

BMC Remedy is the customer relationship tool which can be used to log/monitor the issues or problems faced by the customers by the means of incident management tickets.each ticket is an incident (problem) which is created by the help desk and assigned to the relevant support team,concerned support team member take the ownership of the ticket and updates the work log(troubleshooting steps performed during the course of action,also it can be monitored service requests/change management change requests and  problem management

what are the teams Involved in Ticketing Tools 

Database team,unix/linux Team, Application Team,Middleware Team

Different teams will be involved in project will give their working status in this wok log

Tickets Types Incident Management

1.Incident:for example my database server  is not getting connected its down (Abnonmal conditions)so what we have to do is open the ticketing tool  raise an incident to the particlar DBA team

2.Service Requests: for example new employe has joined in the IT team suppose they want access rights of Database server logins and other things etc we raise a service request to the particular team

3.Problem Ticket:for example frequently getting problem in database server while connecting we raise a problem ticket (we will find the root cause of the problemor incident)

4.Change Request: For example change request will be raised when any updates or patching in the database or unix updates so we will raise a change request ticket to the particular unix servers team or Database server team particlar person owner of the server(maintaining the server)

Service Level Agreement : Service level agreement is contract between a service provider either internal or external and the end user defines the level of service expected from the service provider in simple words  contract between client and company that is SLA(Service level agreement)

Response SLA : Responsive SLA means when a ticket will come an start working on it u have to acknowledge that i am working on that particlar ticket  

Resolution SLA: once you acknowledge in progress to resolution  the ticket you have to resolve the particulat time start working on that particlar ticket on specified time limit 

SLA can be like this :

• For example critical priority ticket Response SLA will be 15 mins and Resolution SLA will be 4 hours 
• For example high priority ticket Response SLA will be 30 mins and Resolution SLA will be 8 hours 
• For example Medium priority ticket Response SLA will be 4 Hours and Resolution SLA will be 2days 
• For example critical priority ticket Response SLA will be 8 Hours and Resolution SLA will be 4 days 

 Basic information of any Ticketing Tools will look like this 

Ticket No:

Summary:

Status:

StartTime

End Time:

Reporting  Person:

Email ID

Phone:

Response SLA

Resolution SLA

Priority Of Tickets

P1--->Critical--> may be 4 hours of time

P2--->High---->may be 8 hours of time

P3--->Medium ---->may be 2 days of time

P4--->Low---->may be 4 days of time

Severities 

1. First open the ticket
2. Read the mesaage what the problem is about
3. Log into targeted servers
4. Check logs depending on errors
5. Propagate first hand information to stake holder(duty manager)
6. fix the issues and close it

Note: Info on  Ticketing Tools  it may be differ in your environment like production,testing,development

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