Ticket Management

1. Goals

The second step of the Application Maintenance process is ticket management. The goal of this action is to prepare the ticket for the solution process after it is updated with the assignment name and different attributes by the EA team. It involves analyzing the ticket and collecting more information from the client if it is necessary.

2. Scope

Working instruction covers enterprise application employees in Europe.

1. Responsibility

• EA team: It evaluates the tickets whether it is a new request, bug fix, or changes in the existing system, and discusses them with the manager.

• Manager: He discusses and analyses the impact on existing applications and sets the priority of the tickets.

1. Process

Enterprise Team receives the ticket from Jira. Then after receiving the Ticket, EA Team starts analyzing the ticket process and starts an internal discussion, they set the Priority as per ticket complexity. The general process of conducting ITEA incident ticket data analysis. Specifically, the first step is to collect data, which could include ticket detail, EA team availability, and application user name. Usually, the EA team will help collect detail from Jira. Ticket data will be reviewed by the EA Team and discussed with the manager to ensure that fields are properly mapped and understood and that there is a sufficient amount of detail for conducting a meaningful analysis. If necessary, they arrange meetings with users and collect sufficient detail. This is also the time that the EA team asks questions, offers insights, and provides feedback.