Description

I have a question regarding the ticket process for see-click-fix. I have seen tickets generally go from Open to Closed with little more than a short response stating that the ticket has been reassigned or sometimes just stating "The issue is now closed" with little documentation as to what resolution has been taken. This leaves very little in terms of showing progress of an issue or identifying if an issue was truly resolved. Mind you this has not occurred in all cases, some tickets have followed the more expected path of being Acknowledged by the department and then later Closed with comments noting the resolution. Is there a standard procedure among departments as to how ticket flow should be handled? If not, is it possible to examine and define the flow for all departments to ensure a consistent experience for individuals opening tickets? Thank you.