TIKTING Professional

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.

The ticket list is where a technician's day starts. What its columns mean, how to reshape it, and how to cut 58 saved filters down to the handful you will actually use.

1. The ticket list, and configuring its columns10 min

   Read every column on the ticket list, reorder and add columns to suit the work you do, and export a view when someone asks for it.

2. Search, and the saved filters worth keeping10 min

   Find a specific ticket quickly, and choose the two or three saved filters that should be your working views instead of the default all-tickets list.

From picking one up to holding a conversation on it: assignment, reading the detail page and its history, replying and forwarding, the difference between a note and a reply, and attachments.

1. Picking up and assigning a ticket8 min

   Take ownership of a ticket from either the list or the detail page, assign work to someone else, and understand what ownership actually commits you to.

2. Reading a ticket: the detail page and its history10 min

   Orient yourself on the ticket detail page in under a minute, and use the history to establish what has already happened before you act.

3. Replying and forwarding9 min

   Reply to a requester, forward a ticket to somebody outside the conversation, and use mail templates without sounding like a machine.

4. Internal notes versus replies8 min

   Choose correctly between a note and a reply every time, and write notes that are still useful to a colleague six months later.

5. Attachments7 min

   Attach files to a ticket or a reply within the size and format limits, and know what to do when a requester needs to send something the system will not accept.

Breaking a ticket into tasks, recording the time it took, understanding where the due date came from, and using tags so the queue can be reasoned about later.

1. Tasks on a ticket, and the standalone task queue10 min

   Break a ticket into assignable tasks, and find work that has been given to you as a task on somebody else's ticket.

2. Work logs and time tracking8 min

   Record time against a ticket with the timer or by hand, and understand what those numbers are used for downstream.

3. Due dates, and what SLA does to them10 min

   Explain where a ticket's due date comes from, predict what changing the priority does to it, and read the countdown without panicking about the wrong ticket.

Finishing work properly: splitting a ticket that turned out to be two, escalating into change management, resolving and closing with a code, acting on many tickets at once, and writing the solution so the next person never raises it.

1. Resolving and closing9 min

   Use Resolved and Closed for the distinct things they mean, and understand which statuses stop the clock.

2. Bulk operations7 min

   Act on many tickets at once safely, and recognise the situations where bulk action does more harm than the time it saves.

The supervisor's view: reading the dashboard, judging queue health from open, escalated and overdue counts, distributing work through groups, and automating assignment.

1. The dashboard and its six tabs10 min

   Read each dashboard tab for the question it answers, and pick the two or three views worth checking daily.

2. Queue health: open, escalated, overdue, due today9 min

   Judge whether a desk is coping from four numbers, and know which one to act on first.

Reading SLA violations as a supervisor rather than a technician, and handling the approval queues that tickets, changes and contracts all feed into.

1. Approvals: tickets, changes and contracts9 min

   Find everything waiting on your decision, and understand why an approval queue is a service level of its own.