Incident & Problem Management

Srinivasan

Hello,

Can you please tell me if incident & problem management are part of OS ticket.
If yes, how do I add these modules to my existing environment.

Thanks
Srinivasan

ntozier

@Srinivasan

Your question to me is kind of vague.

osTicket is a ticketing system. So you would want to evaluate as to if a ticket could be used to fit the criteria of your needs.
The best way to do that would be to setup a test server install the software and play with it, or ask more specific questions.
You can add forms and fields to tickets/help topics to customize your setup.

So for example your help topics could be:

Computer Troubles
Incident Reports
Facilities / Maintenance

Each Help Topic could have a separate form that is added to customize the information that you are getting from the opener (User).

FKACJA

Hi,
I think we have the same question here on our side. We would like to have the ticketsystem ITIL/ITSM-conform.
Generally this means to set up a more detailed problem-incident tracking system. Like:
-) Tickets can be (automatically) categorized depending on the problem. e.g.
First ticket comes in > category: Hardware > description: Broken display
Second ticket comes in > category: Application XY issue > description: Application will not start
Third ticket comes in > category: Application XY issue > description: Application will not start
-) The idea now would be that the tickets/incidents with the same/similar description (Application will not start) are connected somehow to a "problem" as it happened already twice
-) Next step would be to find a solution for the problem (2 incidents)
-) After a while we need to check if the implemented solution has finally resolved the issue (effictiveness check)

So in short:
Categorize tickets/incidents automatically, group similar incidents based on content to a problem
Solve problem and check (after a period of time) if the problem has been solved continuously

I know you can define a "help topic" to somehow categorize a ticket during the creation but I think there is no way to connect the tickets in the background to a problem or get an overview if an incident came up several times.
thx, BR

cjohnsonuk

Could you just add a form field called "Linked Problem ticket" where you provide a link to the ticket that is acting as the master/problem, and maybe a checkbox or choice field to indicate whether this is a incident or a problem to allow reporting on them later?

jumie

+1 for the feature request of cjohnsonuk.
Additional, it should exist a filterable list: problems (main tickets) and related incidents (normal subtickets). With this list it should be possible to find solved problems with unsolved incidents and vice versa. Later with a value for the length of time from the first ticket to the solved problem to get a statistic.