Helpdesk ticketing system question

baseball1988

Quick question.

Let's say a ticket was placed by the customer in the ticketing system.

If I were to double click and view the details of the ticket. Then, I decide to back out and leave the ticket there. Will this leave a trace that I looked at it? I just don't want management to assume that I'm lazy when I'm not. There are moments when the problem is too complex to troubleshoot and I wait for the senior experts to deal with it.

I learn mostly by discussing this scenario with the senior experts after it has been resolved. I don't like to dive into the problem without knowing what to do. I don't like troubleshooting an issue when I'm the middle guy. ie) I'm telling the customer what to do over the phone while my colleague is telling me instructions in my other ear.

undomiel

It completely depends upon the ticketing software being used and what auditing capabilities are turned on and actually are looked at it. It isn't something that I would worry about as long as you're doing your job properly and are meeting any metrics that are in place at your job.

Danny boy

As undomiel said it depends. However the helpdesk software I've used: Heat, Vivantio, H2, Jitbit doesn't record this information. Typically calls are only updated if you actually make any changes to them. Besides there are plenty of instances when you need to look at a call without actually taking ownership of it.

colemic

Remedy does have this capability, for sure. May not be enabled/set up to view but the functionality is there.

solidxnake

it depends if the Remedy Administrator set this option on - Remedy is very versatile. Must tickets when opened in in Remedy will not record ( unless setup) if you just open the ticket and do not save anything or submit anything.

rfult001

I can't think of a ticketing system that does this OOTB. Workflow based systems like Remedy allow us to build in this functionality, but there is no good reason for it.

Most ticketing systems are setup in such a manner that you should be able to review the information for any number of reasons. What is comes down to is workplace policy. Talk to your boss and see if what you are doing is ok if you are worried about it.

BradleyHU

More than likely the ticketing system wont have that option enabled. And dont worry, you're not the only who looks @ an unassigned ticket & does nothing about it. I do that EVERYDAY, not because i dont know how to handle it, but sometimes i just dont feel like dealing with it, especially if its an annoying employee here @ my job....*kanye shrug*