Problem Ticket

Why is a problem ticket created, and for what type of issues should it be used?

Possible Questions:

• Why do we create a problem ticket, and what issues does it cover?

• Why is a problem ticket needed, and when should I use it?

• Why is a problem ticket raised, and what problems qualify for it?

Answer: A problem ticket is created to identify the underlying cause of one or more recurring incidents or issues. It is used for issues such as:

• Repeated system crashes or failures

• Frequent network outages

• Recurring application errors

• Persistent login or access issues

• Continuous performance degradation of a service

• Patterns of similar incidents that need investigation and long-term resolution

How can a support agent create or raise a problem ticket on behalf of a customer?

Possible Questions:

• How does a support agent raise a problem ticket for a customer?

• How can a support agent create a problem ticket if recurring issues are reported?

• How should a support agent log a problem ticket on behalf of a customer?

• How is a problem ticket created by a support agent for a customer?

• How can an agent manually create a problem ticket for recurring issues?

• How do support agents handle creating problem tickets for customers?

• How can a support agent record a recurring issue as a problem ticket?

Answer: A support agent can create a problem ticket on behalf of a customer by manually logging recurring or underlying issues. The agent needs to enter the customer’s details, , select the problem category, and provide a clear description of the issue and its impact. This ensures the root cause is investigated and tracked even if the customer has only reported incidents.

Steps:

Go to Helpdesk App

After this step, you will be redirected to the My Tickets section

Navigate to the Services menu, then select Problem Request or Report Problem under the ITSM section

The ticket creation form will appear on your screen

Fill in all the required details and click Save

Customer The name of the customer or organization affected by the problem.

• Example: Pinnacle

• Purpose: Helps identify which client the problem relates to, especially if multiple incidents from the same customer indicate an underlying issue.

Requester The person who reported the problem or raised the initial incidents.

• Example: Raunak Pathak

• Purpose: Used for communication and tracking who initiated the problem report.

Summary A short, clear title for the problem.

• Example: Repeated battery failures in company laptops

• Purpose: Quickly conveys the nature of the problem without needing to read the full description.

Attachment Allows uploading files such as screenshots, logs, or reports that show recurring issues or patterns.

• Purpose: Provides supporting evidence for root cause analysis and helps resolve the problem efficiently.

Category High-level classification of the problem.

• Example: Endpoints

• Purpose: Helps route the problem to the correct technical team and generate accurate reports.

Sub Category More specific classification within the main category.

• Example: Battery

• Purpose: Refines the type of issue, making it easier for support teams to analyze trends and perform root cause investigation.

Description Detailed explanation of the problem, including recurring incidents, impact, and potential causes.

• Example: Multiple laptops have been reported to experience battery failures. Some devices fail to charge, others drain quickly, affecting normal usage. The issue may be caused by faulty batteries, charger issues, or firmware bugs. A thorough investigation is needed to identify the root cause and prevent recurrence.

• Purpose: Provides context so the support team can analyze the issue, link related incidents, and determine the permanent resolution.