Maintain Attributes

The first sub-category of ticket management is called maintain attributes. Here, it is important to know what rule you have for assigning the ticket attributes. There can be different ticket characteristics: requestor group, ticket categories, due date, topic tags, requestor location, priority level, status, and issue type.

• The requestor group is the group that creates the ticket. For example, they can be different departments such as Sales, Production, Warehouse, and more.

• Next, the ticket categories can be IWMS, ICTOS, Demo product, Business intelligence, Robotic Process Automation (RPA), Artificial Intelligence, E-Learning: LMS365, and Desk Reservation: Waldo.

• The due date for solving the ticket will be formed from the incoming date plus 2 days for solving the problem.

• After this, the topic tags can be different categories, for example, User Account, User Access, Application Bug, Improvement, UX Change, Logic Change, Performance, and Integration.

• The requestor location is the office locations of Advantech: AESC Eindhoven, APSC Warsaw, ADL Munich, and more.

• The status of the ticket can be: open, closed, or pending.

• The incident type is the type of the problem and it could be: incident, problem, or change.

• The priority level of a ticket is the level of urgency about the problem. It can be very urgent when the issue can interrupt operation or the business. Also, when it is a signal for a security issue and the system is down. Next, if the level of a ticket is high, then there is a problem with the performance of the system. It can be also a business logic, an error, or a bug. Moreover, if the priority level is medium, then we are talking about system updates or generally reduced quality of service. Finally, if the ticket level is low, this is about product questions and feature requests.