Frequently Asked Question
Ticket Lifecycle
Last Updated 3 months ago
In this document, we will explore the "lifecycle" of your ticket and the process from logging to resolution. This is usually in 6 stages:
Stage 1: Logging
A ticket can be logged by a Volunteer, a Member of the Public or by IT Services Staff. There are 3 ways this can be done:
Via The Web Portal - https://servicedesk.shoutradio.org.uk
Via Email: helpdesk@shoutradio.org.uk
Via Phone: 01253 224925 (Option 2)
IT Servicedesk staff will log a ticket for you, if you phone in. This is known as a Phone Ticket, rather than an email ticket, or a ticket logged on the web portal. Staff will also log a ticket for you, if you come into the office.
Stage 2: Triage
All tickets are triaged, so make sure that the most urgent issues are dealt with first. Some of this is done automatically by triggers, which look at the content of your ticket and will automatically triage it, depending on the content. The rest of the time, this is done manually.
Tickets may be re-triaged we deal with an incident. Sometimes, the main issue may be solved, but there may be still some issues that need resolving. These issues may be more severe or less severe than the original issue.
For this reason, we continually review the priority of all tickets and the grade of incident tickets. Depending on the nature of the issue, your ticket may be triaged a higher or lower priority.
Stage 3: Assignment
Your ticket will then be assigned to the appropriate team or Technician to deal With your issue.
Stage 4: First Response
A Technician will then reply to your ticket and will either ask for more information or resolve the issue in the 1st response. 99% of tickets are resolved on 1st response.
Additional Statuses That May Be Assigned To Your Ticket include:
Open: This is the state of all new tickets awaiting triage and or for tickets that were closed, but have been re-opened. This is also the status given, before a ticket is assigned to a Tech
Assigned: Assigned to a Tech but is not currently actively being worked on
Pending: The Tech needs additional information from the requester or customer to continue solving the ticket.
On-Hold: The Tech is awaiting additional information or a resolution from a third party. This is an optional status that your Tech enables.
In Progress: A Ticket which is actively being worked on by a Tech
Escalated: A ticket that has been escalated to another Department, often when a Problem becomes an Incident.
Resolved: The issue is resolved. A resolved ticket is reopened (if necessary) when the requester replies.
Closed: The ticket is closed by the system and cannot be reopened. A closed ticket is view only and not edited in any way. As a general rule, tickets are closed after four days of being in the solved status with no response. Your admin may adjust this timeframe.
Deleted: Tickets that are not IT Problems or Incidents will be deleted and given this status.
Stage 5: Resolution
Your ticket will be resolved, once we have got to the bottom of the issue in hand and have fixed it, giving it this status.
Stage 6: Closed
You can close the ticket yourself or we can do this for you. Once a ticket is closed, it cannot be re-opened.
Stage 1: Logging
A ticket can be logged by a Volunteer, a Member of the Public or by IT Services Staff. There are 3 ways this can be done:
Via The Web Portal - https://servicedesk.shoutradio.org.uk
Via Email: helpdesk@shoutradio.org.uk
Via Phone: 01253 224925 (Option 2)
IT Servicedesk staff will log a ticket for you, if you phone in. This is known as a Phone Ticket, rather than an email ticket, or a ticket logged on the web portal. Staff will also log a ticket for you, if you come into the office.
Stage 2: Triage
All tickets are triaged, so make sure that the most urgent issues are dealt with first. Some of this is done automatically by triggers, which look at the content of your ticket and will automatically triage it, depending on the content. The rest of the time, this is done manually.
Tickets may be re-triaged we deal with an incident. Sometimes, the main issue may be solved, but there may be still some issues that need resolving. These issues may be more severe or less severe than the original issue.
For this reason, we continually review the priority of all tickets and the grade of incident tickets. Depending on the nature of the issue, your ticket may be triaged a higher or lower priority.
Stage 3: Assignment
Your ticket will then be assigned to the appropriate team or Technician to deal With your issue.
Stage 4: First Response
A Technician will then reply to your ticket and will either ask for more information or resolve the issue in the 1st response. 99% of tickets are resolved on 1st response.
Additional Statuses That May Be Assigned To Your Ticket include:
Open: This is the state of all new tickets awaiting triage and or for tickets that were closed, but have been re-opened. This is also the status given, before a ticket is assigned to a Tech
Assigned: Assigned to a Tech but is not currently actively being worked on
Pending: The Tech needs additional information from the requester or customer to continue solving the ticket.
On-Hold: The Tech is awaiting additional information or a resolution from a third party. This is an optional status that your Tech enables.
In Progress: A Ticket which is actively being worked on by a Tech
Escalated: A ticket that has been escalated to another Department, often when a Problem becomes an Incident.
Resolved: The issue is resolved. A resolved ticket is reopened (if necessary) when the requester replies.
Closed: The ticket is closed by the system and cannot be reopened. A closed ticket is view only and not edited in any way. As a general rule, tickets are closed after four days of being in the solved status with no response. Your admin may adjust this timeframe.
Deleted: Tickets that are not IT Problems or Incidents will be deleted and given this status.
Stage 5: Resolution
Your ticket will be resolved, once we have got to the bottom of the issue in hand and have fixed it, giving it this status.
Stage 6: Closed
You can close the ticket yourself or we can do this for you. Once a ticket is closed, it cannot be re-opened.