TTS

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TTS

  1. 1. Trouble Ticket System by Dhivyakrishnan R Praveen AP Sujan V
  2. 2. System Envisionment <ul><li>Trouble Ticket </li></ul><ul><li>Web based helpdesk </li></ul><ul><li>Knowledge Base </li></ul><ul><li>Training and User Manuals </li></ul><ul><ul><li>Stake Holders </li></ul></ul>
  3. 3. Stakeholders <ul><ul><ul><ul><li>Customer </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Support Personnel </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Engineer/Technician </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Manager </li></ul></ul></ul></ul>
  4. 4. Relationship among Stakeholders Customer Support Personnel Engineer Manager Create Ticket Account Management Manage Information and System Close Ticket <ul><ul><li>Assign Tickets </li></ul></ul>Close Ticket Account Management
  5. 5. Stakeholders' Tasks <ul><ul><li>Create New Tickets </li></ul></ul><ul><ul><li>View Tickets </li></ul></ul><ul><ul><li>Update Tickets with comments </li></ul></ul><ul><ul><li>Search Knowledge Base </li></ul></ul><ul><ul><li>Assign Tickets </li></ul></ul><ul><ul><li>Close Tickets </li></ul></ul>
  6. 6. Severity and Escalation <ul><ul><li>Severity </li></ul></ul><ul><ul><ul><li>Low (3 to 4 days), Medium(1 to 2 days), </li></ul></ul></ul><ul><ul><ul><li>High(5 hours) </li></ul></ul></ul><ul><ul><li>Escalation </li></ul></ul><ul><ul><ul><li>Escalate to next level and manager </li></ul></ul></ul>
  7. 7. Lifecycle of ticket Open Assigned Resolved Close Reopen
  8. 9. Task Scenario
  9. 10. Essential Use Case Create New Ticket
  10. 12. Essential Use Case View Tickets by Support Personnel
  11. 14. Essential Use Case Search Tickets by Support Personnel
  12. 16. Essential Use Case Self Performance Evaluation
  13. 18. Environmental Factors <ul><li>Organizational Environment </li></ul><ul><ul><li>Policies, win win </li></ul></ul><ul><li>User Support Environment </li></ul><ul><ul><li>Training, Manuals, Help </li></ul></ul>Usability Requirements <ul><li>Effective </li></ul><ul><ul><li>Accuracy </li></ul></ul><ul><li>Efficient </li></ul><ul><ul><li>Operational speed </li></ul></ul><ul><ul><li>Reduced turn around time </li></ul></ul>
  14. 19. Support for Collaboration <ul><li>Group Participation </li></ul><ul><ul><li>Customers, Support personnel, Engineers </li></ul></ul><ul><ul><li>Awareness through tracking </li></ul></ul>
  15. 20. Thank you for listening TTS, have a good day

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