Ticket Triage/Analysis

1. Process

1.1. Introduction

Ticket triage/analysis is a process for analyzing tickets, once they are assigned to a technician, for specific criteria in order for the ticket management process to begin.

1.2. Scope

Assigned technician reviews ticket criteria and then the ticket management process begins.

1.3. Input(s)

Ticket assigned to technician.

1.4. Output(s)

Ticket triage completed by technician and ticket management begins.

1.5. Tasks

  • Communicate with client for clarification and verification if needed.
  • Assign severity level
  • Validation of ticket completeness.
  • Identify and select Service Request or Incident ticket type
  • Identify request type and related sub-types.
  • Re-assign ticket to appropriate technician if assigned incorrectly and add a note to indicate reason.

1.6. Role(s)

  • Technician
  • Client

2. Standard Operating Procedures

2.1. Clarification Communication

2.1.1. Decision Tree: Is clarification communication needed?

  • Yes: Questions to ask
    • What is the impact?
      • Are any environments down (pillar down)?
      • Productivity halted at organizational level (payroll halted)?
      • Productivity is significantly impaired (portions of payroll impacted)?
      • How many students impacted (if a Campus Solutions issue)?
      • Are other individuals on campus being impacted?
      • Other institutions impacted?
    • Is this a request for information or service?
  • No: Go to assign severity level (2.2)

2.2. Assign Severity Level

2.2.1. Review SLA severity levels

ctcLink Support service level agreement severity levels

2.2.2. Select appropriate priority level

2.3. Ticket Completeness Validation

2.3.1. Decision Tree: Does ticket have complete information?

  • Yes: Go to request type procedure (2.4)
  • No: Criteria to review
    • Was issue run through local support team first?
    • Steps included to reproduce issue (i.e. navigation, parameters)
    • Screenshots of relevant pages
    • Complete text (copy/paste) of error message
    • Example data included (EMPLID, CFDA)
    • Is there data staging needed?
    • Troubleshooting steps (QRG steps, alternate steps, clear browser cache/cookies, correct browser {need to identify}, restarting browser) completed by client.
    • Output of process (i.e. reports, log files, queries)
    • Intermittent or consistent

2.4. Request Type and Ticket Type Analysis

2.4.1. Review request detail and attachments to validate request type and sub-type

2.4.1.1. Decision Tree: What type of ticket is this?
  • Service request - request for service or question
    • Select the service request button
  • Incident - an issue reported within the application
    • Select the incident button

2.5. Re-assign Ticket as Needed

2.5.1. Decision Tree: Is ticket assigned correctly?

2.5.1.1. Yes: Process complete
2.5.1.2. No: Add note describing why

Select “visible to client” box

2.5.1.2.1. Reassign ticket to appropriate technician
2.5.1.2.1.1. Decision tree: Is the request type correct?
2.5.1.2.1.1.1. Yes: Change assigned technician
2.5.1.2.1.1.2. No: Change request type (location if necessary)
2.5.1.2.1.2. Select “client” and “technician” boxes
2.5.1.2.1.3. Click “save and email”

3. Diagram