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IT Services

Problem Ticket Template

Status: Draft

Version: 0.1

Release Date:


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Document Control

Author

Prepared by

Document Source

This document is located on the LAN under the path:

I:/IT Services/Service Support/Problem Management

Document Approval

This document has been approved for use by the following:

, IT Services Manager

, IT Service Delivery Manager

, National IT Help Desk Manager

Amendment History

Issue Date Amendments Completed By

Distribution List

When this procedure is updated the following copyholders must be advised through

email that an updated copy is available on the intranet site:

BusinessUnit

Stakeholders

IT


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Table of Contents

DOCUMENT CONTROL.....................................................................................................................2

AUTHOR............................................................................................................................................2

DOCUMENT SOURCE........................................................................................................................2DOCUMENT APPROVAL....................................................................................................................2

AMENDMENT HISTORY....................................................................................................................2

DISTRIBUTION LIST..........................................................................................................................2

TABLE OF CONTENTS ............................................................................................... .............. 3

INTRODUCTION .................................................................................................................... .... 4

PURPOSE...........................................................................................................................................4

SCOPE...............................................................................................................................................4

AUDIENCE.........................................................................................................................................4

OWNERSHIP......................................................................................................................................4

RELATED DOCUMENTATION...........................................................................................................4

1.EXECUTIVE OVERVIEW .................................................................................................. ... 5

2.PROBLEM MANAGEMENT OVERVIEW ................................................................ .......... . 5

3.TICKET DETAILS ............................................................................................... .......... .......... 6

4.UPDATE DETAILS ................................................................................................................... 8

5.ROOT CAUSE .................................................................................................................. ......... 8

6.RELATED TICKETS DETAILS ............................................................................................. 9

7.HISTORY ................................................................................................................................. 11

8.APPENDICES .......................................................................................................................... 12

9.TERMINOLOGY ................................................................................................................. ... 12


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Introduction

Purpose

The purpose of this document is to provide the IT Organisation with the specifications ofthe information needing to be captured on a Problem Ticket.

Scope

This document describes the following:

details of Problem Ticket attributes

Audience

This document is relevant to all staff in

OwnershipIT Services has ownership of this document.

Related Documentation

Include in this section any related Problem Management reference numbers and otherassociated documentation:

PROB6200 Problem Management Implementation Plan / Project Plan

PROB6300 Problem Management Policies, Guidelines and Scope Document

PROB6500 Problem Management Process

PROB6700 Problem and Known Error Management Category Definition Document


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1. Executive Overview

Describe the purpose, scope and organization of the document.

2. Problem Management Overview

The documents intent is to provide a list of attributes / fields that need to becaptured on a Problem Ticket.

For the purpose of this document, a Problem Ticket will be defined as a ticket torecord information regarding Problem.

The definition of a Problem is:

The unknown underlying cause of one or more incidents or errors in the ITInfrastructure.

The document will guide you through several sections of information. Thesesections could be considered as different tabs on a ticket with in an ITSM tool.

The following definitions apply for the below tables:

Read Only: No data may be entered into the field

System Generated: The application will automatically generate

the correct value(s). Check Box: A box, that when clicked upon will then show amark, indicating that the box has been activated.

Linked Record: Means that the field provides a button to allowthe user to click on, which will take them to a list of records inthe database, at which point they may choose a value topopulate the field with.

User Defined: Field allows the user to enter any value that theywish

User Defined Array: Field is considered a large text box whichwill allow the user to type multiple lines of text

Drop Box: Field allows the user to click on a drop down list ofinformation, where they are allowed to make one selection topopulate the field.

Drop Box Nested: The values in this field are dependant onthe values listed in the above Drop Box.

Break in Format: Indicates where there will be a visual break insets of information captured on the Problem Ticket.


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3. Ticket Details

This is a common set of information to be gathered for each Problem Ticket.

Field Description

(Where Necessary)

Type of Field

Ticket ID This is the number for the ticket. This should bean incremental number.

Read Only.SystemGenerated.

Lead Owner This is the person responsible for investigatingthe underlying cause of the Problem.

LinkedRecord.

First Name Self Explanatory. Read Only.Populated byContactName.

Last Name Self Explanatory. Read Only.Populated byContactName.

Employee Id. It may be necessary to have a unique ID foreach contact on the ticket. An employee id iscommon solution.

Read Only.Populated byContactName.

Email Self Explanatory. Read Only.Populated byContactName.

Phone # Phone Number Read Only.Populated byContactName.

Ext # Extension Number Read Only.Populated byContactName.

Fax # Facsimile Number Read Only.Populated byContactName.

Break in Format

Location This field should be a linked record and notreliant on the above information. The simplereason is that some employees in yourorganisation may move around and therefore

LinkedRecord.


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Field Description(Where Necessary)

Type of Field

their usual location may not be applicable.

Room / Floor Ref. Self Explanatory Read Only.Populated by

Location.Cost Centre Self Explanatory Read Only.

Populated byLocation.

Break in Format

Status The status of the ticket. This will be initially setto open when first logged. Please seePROB6700 Problem and Known ErrorCategory Definition Document for furtherinformation.

Drop Box.

Owner Initially populated by the individual (operator)

logging the ticket, however, this is achangeable field as tickets may changeownership due to various reasons.

The owner of the ticket can only be a ServiceDesk representative.

Linked

Record.

Category Please see PROB6700 Problem and KnownError Category Definition Document for furtherinformation.

Drop Box

Subcategory Please see PROB6700 Problem and KnownError Category Definition Document for further

information.

Drop Box Nested

Product Type Please see PROB6700 Problem and KnownError Category Definition Document for furtherinformation.

Drop Box

Problem Type Please see PROB6700 Problem and KnownError Category Definition Document for furtherinformation.

Drop Box -Nested

Impact The impact is the measure of businesscriticality.

Drop Box

Urgency Urgency is about the necessary speed to solvethe ticket

Drop Box

Priority Priority is defined by expected effort inresolving the ticket.

Drop Box

Break in Format

Configuration Id. The Configuration Item that appears to beinvolved with Problem

Linked Record

Type The type of Configuration Item. For example:Hardware, Software, Printer, PC etc.

Read Only.Populated byConfiguration


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Type of Field

Id.

Model The model of the Configuration Item. For example: HP LaserJet, HP Desktop, Dell

Desktop etc.

Read Only.Populated by

ConfigurationId.

Break in Format

Assignment Group The 2nd or 3rd Line Support group to which theticket has been assigned.

LinkedRecord.

Assignee Name An individual within the assignment group thatis working on the ticket.

LinkedRecord.

Phone # Self Explanatory Read Only.Populated bythe AssigneeName field.

4. Update DetailsThis section allows user input to capture all the work being carried out in trying todetermine what the root cause of the Problem is.


Type of Field

Cause Code The likely cause of the Problem. This can bechanged at the end of the life of the ticket.

Drop Box.

Brief Description A brief description of the ticket. User Defined.

Description A full description of the ticket. User DefinedArray.

Break in Format

Ticket Update Field to allow the users to type any updates. User DefinedArray.

Update History Field that shows all previous entered updates. Read Only.

5. Root CauseThis section allows input to capture information about the discovered root cause

of the problem. It is possible in some instance where it will not be possible todiscover the root cause of a Problem.


Type of Field

Root Cause A description of the actual root cause for theProblem, when discovered.

User DefinedArray.

Work Around A detailed description of any applicable work User Defined


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Type of Field

around available that can be used to ensurethe service can be restored as quickly aspossible.

Array.

Resolution Code The resolution code for the ticket. This mayinclude values such as: No Error Detected,Internet Security Vulnerability, PhysicalDamage, Incorrect Software Patch etc.

Drop Box.

6. Related Tickets DetailsIt should be a function of the IT Service Management tool to allow users toassociate other tickets to the Problem Ticket being worked on.

The association would be done by a corresponding search and attachment

process. This will be determined by the tool itself. When associating anotherticket to the problem ticket, the following information will automatically beattached.


Type of Field

Incident Tickets

Incident ID. See document INC8800 Incident TicketTemplate.

Read Only.AutoPopulated.

Open Time See document INC8800 Incident Ticket

Template.

Read Only.

AutoPopulated.

Status See document INC8800 Incident TicketTemplate.


Type See document INC8800 Incident TicketTemplate.


Category See document INC8800 Incident TicketTemplate.


Brief Description See document INC8800 Incident TicketTemplate.


Problem Tickets

Problem ID The ticket number for the Problem Ticket. Read Only.AutoPopulated.


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Type of Field

Open Time The time that the Problem Ticket was opened. Read Only.AutoPopulated.

Status The current status of the Problem Ticket. Read Only.AutoPopulated.

Category The Category for the Problem Ticket. Pleasesee PROB6700 Problem and Known ErrorCategory Definition Document


Brief Description A brief description for the Problem Ticket. Read Only.AutoPopulated.

Known Error Tickets

Error ID See document PROB6900 Known Error Ticket

Template

Read Only.

AutoPopulated.

Open Time See document PROB6900 Known Error TicketTemplate


Status See document PROB6900 Known Error TicketTemplate


Category See document PROB6900 Known Error TicketTemplate


Brief Description See document PROB6900 Known Error TicketTemplate


Request For Changes

Change Number See document CHG7800 Request for Change(RFC) Template.


Category See document CHG7800 Request for Change(RFC) Template.


Phase See document CHG7800 Request for Change

(RFC) Template.

Read Only.

AutoPopulated.

Asset See document CHG7800 Request for Change(RFC) Template.


Description See document CHG7800 Request for Change(RFC) Template.



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Type of Field

Planned StartDate

See document CHG7800 Request for Change(RFC) Template.


Planned End Date See document CHG7800 Request for Change(RFC) Template.


7. HistoryField Description

(Where Necessary)Type of Field

Opened By Name of the individual who opened / created /logged the ticket.

LinkedRecord.

Opened At Time the ticket was opened / created / logged. Date / TimeField.

Updated By Name of the individual who updated the ticket LinkedRecord.

Update At Time the ticket was last updated. Date / TimeField.

Resolved By Name of the individual who placed the ticketinto a resolved status.

LinkedRecord.

Resolved At Time the ticket was resolved. Date / TimeField.

Closed By Name of the individual who closed the ticket. LinkedRecord.

Closed At Time the ticket was closed. Date / TimeField.

Reopened By Name of the individual who reopened the ticket. LinkedRecord.

Reopened At Time the ticket was reopened. Date / TimeField.


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8. Appendices

Include any applicable appendixes that are needed.

9. Terminology

Make sure that all terminology is captured and documented correctly.

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