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Ticket Triage

This runbook is aimed at a user who will be triaging tickets within GLPI.

Workflow

  1. Log into GLPI

  2. navigate to Assistance -> Tickets

  3. For each ticket status, follow the applicable sub-workflow. order of Precedence is:

    • New

    • Pending

    • Processing (Planned)

    • Processing (Assigned)

New Ticket Sub-Workflow

  1. for each ticket follow this sub-workflow:

    Requirement

    We have mandated that no ticket will be valid unless it has a category. (done by making category mandatory in default ticket template). As such when the user selected the category they will have been provided a ticket template to use.

    Tip

    If the ticket is missing information or the template is incomplete, contact the requester using Answer (grey follow-up) and set the ticket to pending, using follow-up template End User Action Required reminder 3-days. After three follow-ups you can solve the ticket ensuring within the solution text the user is notified for the reason of the closure.

    1. Open the Triage task, set your name as the task assignee and start the timer.

      Info

      Timer is only available if you have the GLPI plugin ActualTime. We do.

    2. Ensure that any item within the ITIL is added to the ticket as an associated item.

    3. Confirm the ticket type, and follow the playbook. the link to the playbook is within the ticket description.

      • Type Request

        1. confirm the request viability in accordance with Playbook

          • Viable

            1. Confirm there is no project to cover the assigned request.

              If there is, follow the project creation/update guidelines.

              Tip

              If the request is likely to contain many moving parts, require a planning document and/or complex. The creation of a project might be a better option. Talk this over with your colleagues.

            2. Click Changes in the ticket left hand tab

            3. using the middle mouse button or right mouse click -> open in new window click the yellow button Create Changes from this Ticket

            4. Ensure you have not been assigned to the Change ticket

            5. Complete as many fields as you can in the right hand menu

            6. In the previous tab, go back to the ticket page and solve the ticket using solution template Change/Created

            7. Workflow complete.

          • Not Viable

            1. Solve the ticket using the solution type Denied or Invalid as appropriate

      • Type Incident

        Info

        Generally the incident ticket will either have been created by an automation or a technician. So it should be good to go. However if it's not, ensure contact is made with the technician to correct this so the incident can be resolved. Use follow-ups so this contact is recorded.

        1. Click Problems in the ticket left hand tab

        2. using the middle mouse button or right mouse click -> open in new window click the yellow button Create Problems from this Ticket

        3. Ensure you have not been assigned to the Problem ticket

        4. Complete as many fields as you can in the right hand menu

        5. In the previous tab, go back to the ticket page and solve the ticket using solution template Change/Created

        6. Workflow complete.

Non-New Ticket Sub-Workflow

  1. review any note added to the ticket since the last time someone took action

    1. if can be actioned, continue workflow New Ticket 1.C

    2. if can't be actioned, request further information if required, or do your own research.

      Tip

      Don't forget to use follow-ups/tasks for any action taken and ensure that when setting the ticket to pending from a follow-up, that the follow-up reminder is set. This way you'll receive E-mail reminders.

About:

This page is part of our Project ITIL Runbooks.

Page Metadata
Version: ToDo: place files short git commit here
Date Created: 2024-02-10
Date Edited: 2024-02-10

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