Analysis

Ticket analysis is the process of identifying tickets that can be automated and create additional runbook for non-automated tickets. When a user reports an incident, it creates a corresponding ticket in the system and serves as a token in the Incident Management Process. Similar process is followed for any service request tasks and change request tasks as well.

Depending on the incident, tickets must be routed to the appropriate expert group who will handle the resolution. The goal is to resolve the ticket as quickly as possible to minimize business disruptions and user dissatisfaction.

To analyze a ticket, perform the following steps:

1. On the main menu bar, click Analysis.
2. The following menu appears:
   • Ticket Analysis
   • Recommendation Analysis
   • Script Analysis

   

Ensure user is logged on as administrator to create and manage analysis and associated parameters.