Ticket Manager
Clarity Ticket Manager provides a centralized repository for incident tickets generated automatically or manually from any external system, along with the tools to orchestrate the management of the incident through to resolution.
Highlights
- Provides automatic and manual template driven ticket creation, supporting consolidated service desk capabilities for system, operator or customer identified incidents, with imbedded checks to avoid duplicate entries in a centralized repository
- Supports ITIL implementation with a consistent, best practice approach for incident and problem management, including prioritization, analysis, assigning to work groups with integration to Field Service Manager, status tracking and closure
- Links tickets to associated entities including other tickets, alarms, services, and circuits to support tracking and identify impacted customers
- Manages jeopardies and potential SLA breaches through escalations and notifications to nominated work groups and individuals
Benefits
- Improves resolution time with consistent processes, simplified data entry and improved correlation capabilities
- Eliminates duplicate and lost tickets with a centralized solution for all incident tickets regardless of source
- Reduces the cost, risk and penalties associated with inconsistent and incomplete management of incidents, eliminating manual hand-off errors and ensuring that incidents are managed through to closure
- Focuses limited resources on high priority faults based on impacts to services and customers
- Improves the customer experience with better identification of faults and commitment to resolution timeframes, with integrated customer and network processes
