Best Practices: Service Ticket Workflow

Best Practices: Service Ticket Workflow

There are numerous ways to configure your Service Ticket workflow. Consider what’s right for your organization and your accounts. Below is a guide to the decisions you'll want to consider at each point in a Ticket’s lifecycle.


Ticket Stage

Considerations

SiteOwl

Creating

Who will create Tickets? Will they be created by your employees as well as non-employee users?

If needed, make sure Account Users have access to the required Live Sites, and have been trained.

What minimum information requirements will you put in place (Description, Device selection)?

Provide guidelines to the users who will create Tickets that covers what information should be included.

Processing

Who on your staff will be responsible for triaging new Tickets? 

Set this individual as the Default Ticket Assignee for each Site as needed in the Plan Library.

Should ‘Watchers’ be added to Tickets?

If there are individuals that need to be aware of all Ticket activity, establish a policy of adding them as Watchers to all new Tickets.

Are there guidelines for which Technicians are assigned to Tickets based on things like which Account the Ticket is for and the skills of the Technician?

Make sure the person processing new Tickets understands which Technicians should be assigned. Additionally, make sure that Technicians have access to the Live Sites they will be servicing. 

Servicing

What updates should a Technician make while working on a Ticket? When should they update the Ticket’s status?

It’s important to provide clear instructions to your Technicians so that they are using SiteOwl as you expect.

What types of comments should they add as they work on the Ticket?

You should also define what type of documentation the Technician adds in the Ticket's Comments as they perform and complete service.

At what point should a Technician mark a Ticket ‘Closed’?

Provide Technicians with requirements that must be met before closing a Ticket.

Managing

Who will be responsible for managing open Tickets to ensure that they are being handled in a timely manner and have the required information when they are marked as Closed?

It’s important to have a team member that reviews open Tickets to identify potential issues and ensures that Tickets are closed in a timely manner. This person should have a Live Sites Role of Manager.


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