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work ticket management

Ensure all necessary information is provided by the requester (e.g., contact details, description of the issue, priority level)

Create a unique ticket number for tracking purposes

Assign the ticket to the appropriate team or individual based on the issue category

Set an initial status for the ticket (e.g., open, pending, in progress)

Evaluate the urgency and impact of the ticket to determine its priority level (e.g., low, medium, high, critical)

Consider any Service Level Agreements (SLAs) or response time commitments

Communicate the priority level to the assigned team or individual

Assign the ticket to a specific team member or group responsible for resolving the issue

Ensure the assignee has the necessary skillset and knowledge to address the problem

Notify the assignee about the new ticket assignment

Regularly update the ticket status as progress is made (e.g., in progress, waiting for customer feedback, resolved)

Record all relevant actions, communications, and resolutions within the ticket's history

Monitor the ticket's age and adherence to SLAs, escalating if necessary

Investigate and diagnose the reported issue thoroughly

Communicate with the requester to gather additional information if needed

Work on resolving the problem efficiently and effectively

Test the resolution thoroughly before considering the issue resolved

Update the ticket status to reflect the resolution and notify the requester

Confirm with the requester if the issue has been fully resolved and if they are satisfied

Close the ticket and mark it as completed

Review any feedback or lessons learned from the ticket resolution process

Archive the ticket for future reference if required

Note: This checklist is a general guideline and may vary depending on the specific work ticket management system and organization's processes.

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