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Trouble ticket (sometimes called a
trouble report) is a mechanism used in an organization to track the detection,
reporting, and resolution of some type of problem. Trouble ticketing systems
originated in manufacturing as a paper-based reporting system; now most are
Web-based and associated with customer relationship management (CRM)
environments, such as call centers or e-business Web sites, or with high-level
technology environments such as network operations centers (NOCs). The Internet
Engineering Task Force's Network Working Group specified requirements for a
trouble ticketing system in RFC 1297 (NOC Internal Integrated Trouble Ticket
System Functional Specification Wishlist). In the RFC document, the author
compares the trouble ticket to a patient's hospital chart, because both define
a problem and help to coordinate the work of several different people who will
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