Example of Ticketing Use Case

Owned by Tommaso Vaccarella (Unlicensed)
Feb 14, 2017

The following are examples of ticketing use cases and its handling sequence:

Direct Email Support Request (INCIDENT):

1) Client (customer1@acme.com) sends an incident request to support@hypertvx.com.

From: customer1@acme.com
Subject: system is down
Body: Cannot access the backend
          System is unreacheable

The request ([SUP-20] System is Down) gets into the inbox of all members of the team registered to support@hypertvx.com including Service Desk's Agent (agent1@hypertvx.com).

The request appears in Service Desk's panel labeled INCIDENT with status "Open".

The system automatically replies to customer1@acme.com with an email:

From: jira@hypertvx.atlassian.net
Subject: [SUP-20] system is down
Body: Just confirming that we got your request. We're on it.
View request · Turn off this request's notifications

This is shared with Acme and Customer1.

2) Agent reviews the request on Service Desk's panel and performs the follow operations:

  • Verifies that the request is an actual INCIDENT. If that is not, it gets modified with the accurate labeling. 
    (In this case the request will be defined as accurate)
  • The priority is modified to reflect the actual nature of the problem and its consequences. In this case priority 1.
  • Agent assigns to the ticket the type of plan (Standard or Enterprise) the client has chosen.
  • Agent prepares an email to answer the client's request.
  • In the instance that the Agent believes some key issues are missing, Agent will get his questions ready in the comment section and update the request's status to Pending.
  • In case no more info are required from the client, Agent will assign request to the designed member of the team and switch status to Work In Progress clicking on the "Investigate" button.


In case of the change of status to Work in Progress, assignee will receive an email from the system.

From: jira@hypertvx.atlassian.net
Subject: [SUP-20] system is down

In the email, the team member will receive the link to the ticket in Service Desk.

Client (customer1@acme.com), whichever the status of the ticket is, will receive an email from the system containing the answer from the agent and the change in status. 

agent1 <jira@hypertvx.atlassian.net>
Subject: [SUP-20] system is down
Body: agent1 commented:
Request has been assigned to a system engineer
agent1 changed the status to Work in progress.

3) The team member to whom the ticket was assigned has solved the issue.

Team member access Service Desk's panel and insert an internal comment to show agents the problem is solved.

From: tech1 <jira@hypertvx.atlassian.net>
Subject: [JIRA] (SUP-20) system is down
Body:  Re: system is down
Problem is solved

4) At this point, Agent changes the status of the issues to COMPLETED by selecting "Resolve". 

Every ticket's watchers receive an update email.

The below email is received by the client. It contains both updates on the issue and submit a service evaluation survey to the client.

From: agent1 <jira@hypertvx.atlassian.net>
Subject: [SUP-20] system is down
Body:
agent1 changed the status to Completed.
agent1 resolved this as Done.
agent1 commented:
Problem was solved
Now the system is ok
How was our service for this request?

Survey's results can be seen within Service Desk.

5) After the client verifies everything was successfully solved, agent can now change status from Completed to CLOSED. 

In case the issue wasn't completely solved, agent can reset the status to WORK IN PROGRESS by clicking on "Back to work in progress". 

In both cases, an email is triggered from the system to all watchers:

STATUS: CLOSED
From: agent1 <jira@hypertvx.atlassian.net>
Subject: [SUP-20] system is down
Body: agent1 changed the status to Closed.