This page is destined to ticket handlers and team managers, ie the person in each team the relevant ticket is assigned to, and outlines standards in managing incoming tickets.

For Ticket Handlers

Handling and Resolving a ticket

All tickets should be reviewed within 1 business day. This means that the ticket should be moved away from 0 - Not Reviewed within 1 business day. The ticket can either be moved to

• On Hold, if work on the ticket is not possible at this time, and by outlining the reasons why (as described in "On Hold management" below). Frequent reason may be:
  • Pending validations from other members
  • More information is required from ticket creator
• Started, if work on the ticket has begun, including if the ticket handler has asked the ticket requester to minor clarifications to their request.
• Done, if all the issues described by the ticket creator have been done. The ticket handler must have described the output in the body of the ticket and tagged the ticket creator in the comments for them to review. The ticket handler should not wait for confirmation from the ticket requester to move the ticket to Done, as the ticket can always be reopened if both parties are not aligned on whether the ticket is resolved.
• -1 - Dropped, the ticket handler should move the ticket to -1 - Dropped only if the requested issues is either no longer needed of the request is not doable by the assigned team. For a ticket to be dropped, it must be validated by the Team Manager.

On Hold management

Passing to On Hold

The ticket handler or the ticket creator can move a ticket to On Hold. When doing so, the ticket handler must add a comment on the ticket explaining the reason why this ticket is On Hold.

Leaving On Hold

To leave the On Hold status the ticket must have received validation from the one who passed it to On Hold or from the Team Manager of the team managing tickets. The Stockler changing the status On Hold must resolve the comment explaining why the ticket was On Hold.

For Team Managers

Keeping a Ticket Database Up to date

When having a ticket database you don't have to set an owner for each Template to check they're still up to date with [archived] Inter Team Communication. You set the owner on the page containing the database and do a full review on next review. When reviewing a ticket database you must check compliance with all the pages of Structure of a Ticketing System on all aspects and notably Fields, Templates and Views .

Making sure Tickets are moving forward

Team managers must make sure their tickets are correctly handled. This means that at all time the views Stales and Invalid Tickets should be empty. To ensure this team managers must review regularly (adviced once a week, at least once a month) their ticket database and ping Assignee or Ticket Reviewer to make sure no tickets get lost.

Communicate on the Team’s SLAs

Give visibility be adding at the top of your ticket table the classic SLAs of the team.

Exemple in ‣

Owner: @Elrendio - ‣

Next Review: See [archived] Inter Team Communication