Tags

This is to guide users on how to accurately tag tickets.

We have 5 properties that we need to properly fill out for. These are Type, Status, Priority, Group, Company. 

Type - There are 9 choices under the property of type. These are the following:

    Alerts - These are tickets that notifies us about an activity that is set to trigger specific instances. Common examples are "high CPU/Memory utilization". We tag these tickets as alerts. 

    Incident - Incidents are alerts that are uncommon. Tickets like multiple "password attempts" or a change within the system we are not aware of. Most of the incident tickets are proactive issues that we caught first. 

    Inquiry - These tickets are most likely clients who are only asking information.

    Service Request - Service Requests are tickets that clients need assistance with. 

    Change Request - These are requests that require change in their system. Common tickets like "Change in uptime schedule".

    Maintenance Request - Use this tag for the OS patching and other maintenance requests.

    Problem - Use this tag for tickets submitted by users that are having issues. 

    Informational - Tickets that gives us information like "summary reports of uptime tickets" or Running EC2 and RDS Instances Notification.

    Test - For testing purposes. 

Status - Status of the ticket. These are Open, Pending, Resolved, Closed, Scheduled, Waiting on customer, Waiting on 3rd party.

     Open - Ticket's default status upon receiving a ticket. 

     Pending - Tickets that are still being worked on or ongoing.

     Resolved - Once the ticket has been resolved and for closing. 

     Closed - Tickets that are closed but still un-resolved. these are tickets where clients are unresponsive. These tickets must be updated daily and wait for at least 2 days before closing if the client has not responded.

     Scheduled - Waiting for the customer's preferred schedule in handling the ticket. 

     Waiting on Customer - Ticket has been worked on and waiting for the customer's feedback or response.

     Waiting on 3rd party - Tickets has been handled and waiting for the client's third-party response. 

Priority - Setting the priority depending on the ticket or severity of the issue. we have 4 types, Low, Medium. High. Urgent.

     Low - These are informational, Inquiry or Alert tickets. 

     Medium - Alert tickets, Maintenance or Service/Change requests.

     High - Tickets that need to be resolved within the day and needs at least an update every 4hrs. 

     Urgent - Tickets that needs to be resolved within 1 to 2hrs. These tickets are update hourly. 

Groups - Separated by Administrator/Audit, Espira L3, Espira Shared Services L1/L2.

     Administrator/Audit - Tickets referring to Admin or for Audit.

     Espira Shared Services L1/L2 - By default, always tag this group first for checking of L1/L2 engineers. 

     Espira L3 - Tag L3 for escalation. 

Company - Tag the company concerned in the ticket. 

Note: Ticket tagging will still be assessed by the engineer on duty. The mentioned above are guidelines and can still be altered depending on the 

Ticket received.

End.