ABOUT TICKETING MANAGEMENT
The ticketing process is part and parcel of the service desk in IT industry. If there are any obstacles in service or fails to deliver the promised performance, it is important to restore or get back the service to normal condition as rapidly as possible. ITIL defined a ticket as an unplanned interruption or quality reduction of an IT service. The Service Level Agreement (SLA) are agreed upon service between the provider and customer. For example, a ticket generates when a user’s computer breaks when the VPN won’t connect or the printer jams. Why because these are unplanned events must required help from the service provider to restore normal function. There are number of Incident Management tools exist for managing tickets and automating repetitive workflows in organizations for their IT infrastructure.