TIKTING Administrator

What TIKTING is, how to get into it, how it is laid out, and the lifecycle every ticket follows.

1. What TIKTING is8 min

   Describe what TIKTING does, name its main modules, and say who each one is for.

2. Signing in6 min

   Sign in to TIKTING with the correct Active Directory setting, and recognise the failure that catches almost everyone the first time.

3. Finding your way around8 min

   Navigate TIKTING's home page, module rail and summary counters, and know where mentions and approvals appear.

4. The ticket lifecycle12 min

   Trace a ticket from arrival to closure, and name the decision points where it can branch into a change, a problem or a solution.

The vocabulary everything else depends on: statuses, the four priority fields, the classification tree, where work is scoped, and TIKTING's two separate role systems.

1. Statuses and the SLA clock10 min

   Read TIKTING's status list, explain what the state groups mean, and identify which statuses stop the elapsed timer and why that matters.

2. Priority, Impact, Urgency and Level10 min

   Explain how the four importance fields relate to one another in TIKTING, and set each one correctly rather than assuming a priority matrix.

3. Category, Subcategory, Item — and Service Category9 min

   Classify a ticket using TIKTING's three-level tree, and explain how Service Category differs from it.

4. Sites and Departments7 min

   Explain how sites and departments scope tickets, people and reporting, and why site drives SLA business hours.

5. TIKTING's two role systems11 min

   Distinguish Roles from Organizational Roles, and say which one governs permissions and which governs approvals.

Raising a ticket the way a requester does, finding answers before raising one at all, and setting up your own profile and availability.

1. Raising a ticket9 min

   Raise a well-formed ticket as a requester, and describe a problem in a way that avoids a round trip.

2. Finding answers before you ask8 min

   Search Solutions and the Knowledge Base, and explain how the two differ and when each is the right place to look.

3. Your profile and availability7 min

   Set up your profile, signature and availability calendar, and explain how availability affects assignment.

A map of the 36 configuration screens, then the organisational scaffolding everything else hangs off: sites, departments, the address book and how people authenticate.

1. The Customize area: 36 screens, mapped10 min

   Navigate the administration surface confidently by knowing which of its seven families a setting belongs to.

2. Configuring sites and departments9 min

   Create and maintain sites and departments, and understand the scoping consequences before you add either.

Users and technicians, the permission roles that decide what they may do, the organizational roles that decide what they may approve, and the groups that decide who gets the work.

1. Roles and permissions in depth10 min

   Design role groups using all four parts of a role definition, and keep the permissions they carry reviewable.

2. Organizational Roles: levels, scope and holders10 min

   Configure the approval hierarchy, and keep it distinct from the permission role system in your own head and in your documentation.

The ten screens that define how every ticket is described: the category tree, service categories, the four independent importance fields, statuses and the tag list.

1. Ticket taxonomy: category, subcategory and item10 min

   Build and maintain the three-level classification tree without producing a structure people misuse.

2. Service Categories8 min

   Explain what the fourth taxonomy adds beyond category, subcategory and item, and configure it without duplicating the category tree.

3. Status, Priority, Impact, Urgency and Level11 min

   Configure the five descriptive fields, and set the status flags that decide whether the SLA clock runs.

Designing SLAs that match the right tickets and escalate usefully, the holiday calendar that governs the clock, and every automatic email the system sends.

1. SLA design: response, resolution, business hours and matching12 min

   Build an SLA with correct match conditions and escalation levels, and predict which tickets it will govern.