Categorize tickets and incident workflow
A long time ago we implemented a ticketing tool to track all the issues, problems, requests from the internal and external users. This help desk solution do not need to be scalable because of the amount of requests expected (the idea is trying to reduce them with a self service concept)
Weekly and monthly we generate reports about the time spent, main problems, etc.
The tickets get everyday to our tool and they are answered using FIFO queue.
As a first approach, tickets were defined as every request to IT department.
However, we identified that sometimes, users request improvements or features on the network infrastructure that needs time to implement.
Every request is different. Some of them are asking for similar things, but everyday we receive different issues to solve. As a consequence, we encourage to categorize each ticket and let them be solved (or at least answered ASAP)
The criteria to categorize the tickets are the time, priority, severity, although the most important is the time we need to spent on them.
Every week we allocate time for the tickets according an average and estimation on the last week time spent on them. If a ticket arrives and will take more time than expected and planned, iteration plan may failed, and we will need to “steal” time from the current iteration goals.
As a result, described below, we were obligated to define a workflow as follows.
With this workflow we can be sure:
- Tickets are going to “live” open not more a few days. They are going to be short tasks needs immediate execution.
- Users will be clearly informed about their requests status everyday
- We avoid stack items in the ticketing tool for more than 3 days
- Tasks that take long time to perform will be added more quickly to backlog skipping the ticketing tool