The document provides guidelines for updating a ticket in a ticketing system, emphasizing its role as a formal record of incidents for both customers and service providers. It outlines what information should be documented, such as incident-related details, communication history, and closure statements, while also specifying what should be avoided, like personal opinions and future ideas. Overall, the guidelines aim to ensure accountability, support problem investigation, and enhance customer satisfaction.

1. Guidelines to update a ticket
By
Prasad Deshpande
6 June 2013

2. Background
 Ticket record is a formal document of
incident for customer as well as service
provider
 Ticket record maintenance is nothing but
book keeping task.
 This task is made easy using smart
ticketing tools.

3. Questions
 Why to update ticket?
 What can be updated?
 How can we update?
 Who can update?

4. Purpose
 Whatever work has done on the incident
and ticket, is documented.
 It can be provided as evidence to
customer and Internal/external auditing.
 Easy handover of work history to next
assigned group/ individual.

5. What we can include (in work info, not
compulsory)
 Related to incident
 Asset details
 CMDB
 Incident, Change, Problem, SR relations
 Email communication with
 User
 Business
 Support group
 Interfacing processes
 Related incidents
 Essentials to proceedings
 Approvals
 MOMs(action points, suggestion, decisions)
 Discussion history(verbal approvals, suggestions, who was involved)
 Activity progress details(like backlogs, lag on DB server etc)
 User input requirement form
 Event confirmation email from user, support groups
 Escalation history

6. Forms of work info
 Tool provided input method(text pad entry)- in this
we can write anything
 Integrated relations
Ticket(Change, Problem, SR)
CMDB Component
Asset Management
 Attachments-
File attachment (.doc,.xls,.txt,.pdf)
Email attachment(Outook email, emails sent by support
personal via ticketing tool)
Video/Audio file of VC or Bridge call(if any)
Chat history file(if any)

7. Guidelines
 Does:
Update should be related to incident and ticket only
Must include activity approvals
User input/communication details
Every activity and update date and times
Troubleshooting history
Management decisions and customer approval
Updates should be in agreed templates/formats
Event history
Action points
Teams involved
Ticket relations
Last updated by <<Name>>
Avoid unnecessary information

8.  Don’t :
Don’t include internal strategies
Don’t include disagreements
Don’t include personal opinions
Don’t include future ideas
Don’t write detailed discussions, only
highlights, keynotes.

9. Closure Statements
 Must include how incident
resolved/impact is reduced
 What final actions taken to resolve/
workaround provided
 Reason for outage(short and user
understandable, if not possible- under
investigation)

10. Conclusion
 It is a best practice to preserve and
provide evidence of work
 Individual performance can be
measured on this ground
 Must update work info for
accountability and problem
investigation.
 Achieve customer satisfaction

11. Thank You!