IT Services

Problem Ticket Template

Status: Version: Release Date:

Draft 0.1

Document Control Author

Prepared by <name and / or department>

Document Source
This document is located on the LAN under the path: I:/IT Services/Service Support/Problem Management

Document Approval
This document has been approved for use by the following: <first name, last name>, IT Services Manager <first name, last name>, IT Service Delivery Manager <first name, last name>, National IT Help Desk Manager

Amendment History
Issue Date Amendments Completed By

Distribution List
When this procedure is updated the following copyholders must be advised through email that an updated copy is available on the intranet site: <Company Name> Business Unit IT Stakeholders

Table of Contents
DOCUMENT CONTROL.....................................................................................................................2 AUTHOR............................................................................................................................................2 DOCUMENT SOURCE........................................................................................................................2 DOCUMENT APPROVAL....................................................................................................................2 AMENDMENT HISTORY....................................................................................................................2 DISTRIBUTION LIST..........................................................................................................................2 TABLE OF CONTENTS............................................................................................................. 3 INTRODUCTION........................................................................................................................ 4 PURPOSE...........................................................................................................................................4 SCOPE...............................................................................................................................................4 AUDIENCE.........................................................................................................................................4 OWNERSHIP......................................................................................................................................4 RELATED DOCUMENTATION...........................................................................................................4 1.EXECUTIVE OVERVIEW ..................................................................................................... 5 2.PROBLEM MANAGEMENT OVERVIEW........................................................................... 5 3.TICKET DETAILS................................................................................................................... 6 4.UPDATE DETAILS................................................................................................................... 8 5.ROOT CAUSE........................................................................................................................... 8 6.RELATED TICKETS DETAILS............................................................................................. 9 7.HISTORY................................................................................................................................. 11 8.APPENDICES.......................................................................................................................... 12 9.TERMINOLOGY.................................................................................................................... 12

Introduction
Purpose
The purpose of this document is to provide the IT Organisation with the specifications of the information needing to be captured on a Problem Ticket.

Scope
This document describes the following: details of Problem Ticket attributes

Audience
This document is relevant to all staff in <company name>

Ownership
IT Services has ownership of this document.

Related Documentation
Include in this section any related Problem Management reference numbers and other associated documentation: PROB6200 Problem Management Implementation Plan / Project Plan PROB6300 Problem Management Policies, Guidelines and Scope Document PROB6500 Problem Management Process PROB6700 Problem and Known Error Management Category Definition Document

1. Executive Overview
Describe the purpose, scope and organization of the document.

2. Problem Management Overview

The documents intent is to provide a list of attributes / fields that need to be captured on a Problem Ticket. For the purpose of this document, a Problem Ticket will be defined as a ticket to record information regarding Problem. The definition of a Problem is: The unknown underlying cause of one or more incidents or errors in the IT Infrastructure. The document will guide you through several sections of information. These sections could be considered as different tabs on a ticket with in an ITSM tool. The following definitions apply for the below tables: Read Only: No data may be entered into the field System Generated: The application will automatically generate the correct value(s). Check Box: A box, that when clicked upon will then show a mark, indicating that the box has been activated. Linked Record: Means that the field provides a button to allow the user to click on, which will take them to a list of records in the database, at which point they may choose a value to populate the field with. User Defined: Field allows the user to enter any value that they wish User Defined Array: Field is considered a large text box which will allow the user to type multiple lines of text Drop Box: Field allows the user to click on a drop down list of information, where they are allowed to make one selection to populate the field. Drop Box Nested: The values in this field are dependant on the values listed in the above Drop Box. Break in Format: Indicates where there will be a visual break in sets of information captured on the Problem Ticket.

3. Ticket Details
This is a common set of information to be gathered for each Problem Ticket. Field Ticket ID Lead Owner First Name Description Type of Field (Where Necessary) This is the number for the ticket. This should be Read Only. an incremental number. System Generated. This is the person responsible for investigating Linked the underlying cause of the Problem. Record. Self Explanatory. Read Only. Populated by Contact Name. Read Only. Populated by Contact Name. Read Only. Populated by Contact Name. Read Only. Populated by Contact Name. Read Only. Populated by Contact Name. Read Only. Populated by Contact Name. Read Only. Populated by Contact Name. Linked Record.

Last Name

Self Explanatory.

Employee Id.

It may be necessary to have a unique ID for each contact on the ticket. An employee id is common solution. Self Explanatory.

Email

Phone #

Phone Number

Ext #

Extension Number

Fax #

Facsimile Number

Location

Break in Format This field should be a linked record and not reliant on the above information. The simple reason is that some employees in your organisation may move around and therefore

Field Room / Floor Ref. Cost Centre

Description (Where Necessary) their usual location may not be applicable. Self Explanatory Self Explanatory Break in Format The status of the ticket. This will be initially set to open when first logged. Please see PROB6700 Problem and Known Error Category Definition Document for further information. Initially populated by the individual (operator) logging the ticket, however, this is a changeable field as tickets may change ownership due to various reasons. The owner of the ticket can only be a Service Desk representative. Please see PROB6700 Problem and Known Error Category Definition Document for further information. Please see PROB6700 Problem and Known Error Category Definition Document for further information. Please see PROB6700 Problem and Known Error Category Definition Document for further information. Please see PROB6700 Problem and Known Error Category Definition Document for further information. The impact is the measure of business criticality. Urgency is about the necessary speed to solve the ticket Priority is defined by expected effort in resolving the ticket. Break in Format The Configuration Item that appears to be involved with Problem The type of Configuration Item. For example: Hardware, Software, Printer, PC etc.

Type of Field Read Only. Populated by Location. Read Only. Populated by Location. Drop Box.

Status

Owner

Linked Record.

Category Subcategory Product Type Problem Type Impact Urgency Priority Configuration Id. Type

Drop Box Drop Box Nested Drop Box Drop Box Nested Drop Box Drop Box Drop Box Linked Record Read Only. Populated by Configuration

Field Model

Description (Where Necessary) The model of the Configuration Item. For example: HP LaserJet, HP Desktop, Dell Desktop etc.
nd rd

Type of Field Id. Read Only. Populated by Configuration Id. Linked Record. Linked Record. Read Only. Populated by the Assignee Name field.

Break in Format Assignment Group The 2 or 3 Line Support group to which the ticket has been assigned. Assignee Name An individual within the assignment group that is working on the ticket. Phone # Self Explanatory

4. Update Details
This section allows user input to capture all the work being carried out in trying to determine what the root cause of the Problem is. Field Cause Code Brief Description Description Ticket Update Update History Description (Where Necessary) The likely cause of the Problem. This can be changed at the end of the life of the ticket. A brief description of the ticket. A full description of the ticket. Break in Format Field to allow the users to type any updates. Field that shows all previous entered updates. Type of Field Drop Box. User Defined. User Defined Array. User Defined Array. Read Only.

5. Root Cause
This section allows input to capture information about the discovered root cause of the problem. It is possible in some instance where it will not be possible to discover the root cause of a Problem. Field Root Cause Work Around Description (Where Necessary) A description of the actual root cause for the Problem, when discovered. A detailed description of any applicable work Type of Field User Defined Array. User Defined

Field

Resolution Code

Description (Where Necessary) around available that can be used to ensure the service can be restored as quickly as possible. The resolution code for the ticket. This may include values such as: No Error Detected, Internet Security Vulnerability, Physical Damage, Incorrect Software Patch etc.

Type of Field Array. Drop Box.

6. Related Tickets Details

It should be a function of the IT Service Management tool to allow users to associate other tickets to the Problem Ticket being worked on. The association would be done by a corresponding search and attachment process. This will be determined by the tool itself. When associating another ticket to the problem ticket, the following information will automatically be attached. Field Incident ID. Open Time Status Type Category Brief Description Description (Where Necessary) Incident Tickets See document INC8800 Incident Ticket Template. See document INC8800 Incident Ticket Template. See document INC8800 Incident Ticket Template. See document INC8800 Incident Ticket Template. See document INC8800 Incident Ticket Template. See document INC8800 Incident Ticket Template. Problem Tickets The ticket number for the Problem Ticket. Type of Field Read Only. Auto Populated. Read Only. Auto Populated. Read Only. Auto Populated. Read Only. Auto Populated. Read Only. Auto Populated. Read Only. Auto Populated. Read Only. Auto Populated.

Problem ID

Field Open Time Status Category Brief Description

Description (Where Necessary) The time that the Problem Ticket was opened. The current status of the Problem Ticket. The Category for the Problem Ticket. Please see PROB6700 Problem and Known Error Category Definition Document A brief description for the Problem Ticket. Known Error Tickets See document PROB6900 Known Error Ticket Template See document PROB6900 Known Error Ticket Template See document PROB6900 Known Error Ticket Template See document PROB6900 Known Error Ticket Template See document PROB6900 Known Error Ticket Template Request For Changes See document CHG7800 Request for Change (RFC) Template. See document CHG7800 Request for Change (RFC) Template. See document CHG7800 Request for Change (RFC) Template. See document CHG7800 Request for Change (RFC) Template. See document CHG7800 Request for Change (RFC) Template.

Type of Field Read Only. Auto Populated. Read Only. Auto Populated. Read Only. Auto Populated. Read Only. Auto Populated. Read Only. Auto Populated. Read Only. Auto Populated. Read Only. Auto Populated. Read Only. Auto Populated. Read Only. Auto Populated. Read Only. Auto Populated. Read Only. Auto Populated. Read Only. Auto Populated. Read Only. Auto Populated. Read Only. Auto Populated.

Error ID Open Time Status Category Brief Description

Change Number Category Phase Asset Description

Field Planned Start Date Planned End Date

Description (Where Necessary) See document CHG7800 Request for Change (RFC) Template. See document CHG7800 Request for Change (RFC) Template.

Type of Field Read Only. Auto Populated. Read Only. Auto Populated.

7. History
Field Opened By Opened At Updated By Update At Resolved By Resolved At Closed By Closed At Reopened By Reopened At Description (Where Necessary) Name of the individual who opened / created / logged the ticket. Time the ticket was opened / created / logged. Type of Field Linked Record. Date / Time Field. Name of the individual who updated the ticket Linked Record. Time the ticket was last updated. Date / Time Field. Name of the individual who placed the ticket Linked into a resolved status. Record. Time the ticket was resolved. Date / Time Field. Name of the individual who closed the ticket. Linked Record. Time the ticket was closed. Date / Time Field. Name of the individual who reopened the ticket. Linked Record. Time the ticket was reopened. Date / Time Field.

8. Appendices
Include any applicable appendixes that are needed.

9. Terminology
Make sure that all terminology is captured and documented correctly.