Trouble ticketing

Trouble ticketing (or incident ticketing) is the process of managing and solving incidents, problems or requests. With the help of the TT module, which is fully compatible with our tSM software, you can effectively manage and solve incidents, problems or requests of your customers . You will have all information about the problem carefully documented and at a glance. Each ticket contains a detailed description of the problem and its severity, so that you can respond and prioritize quickly.

And how does it all work?

Fault Ticket has a complex life cycle. First, the software creates a ticket, or record, that contains a description of the problem.

Thanks to smart attributes that can be easily assigned to a ticket, you will always have a complete overview of its status and related information. Each ticket has its own clear record of its creation, the expected solution and the solution itself.

The main attributes of fault tickets are:

• description
• severity
• type
• related data (creation, expected solution, solution)
• state and related information (reason and date of change)
• affected parties (originator, owner, controller, etc.)
• related entities ("Product", "Order", "Invoice")
• notes

Other related entities allow you to associate incidents with specific products, orders or invoices, making tracking and analysis easier. And with the ability to add notes to individual tickets, you'll have all the important information together. In no time, you'll identify affected parties such as originator, owner or controller, and thus ensure transparent communication and cooperation.

The notification function provides information about the update of the problem ticket, including status changes.

TroubleTicketUses Process Engine to design and run complex workflows with worker tasks and custom actions.