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
- First open the ticket
- Read the mesaage what the problem is about
- Log into targeted servers
- Check logs depending on errors
- Propagate first hand information to stake holder(duty manager)
- 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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