The ticketing system aims to collect all the requests for help, information, authorisation on the university’s ICT services
V. 6: 23 August 2018
In order to rationalize and optimize the management of user support on ICT services, for years UniTrento has adopted a trouble ticket system tool: a technological platform (currently based on the open source software OTRS v. 6) that collects users’ requests (tickets) in a work list (queue), tracks the processing chain (status) and allows operators (agents) to interact with users (customer) for the management and resolution of incidents and anomalies . Unlike what happens for a message on a normal e-mail system, a ticket corresponds to a unique identifier, which allows it to be processed, consulted and archived by the operators involved. Tickets are created (or “open”) by users, who can send an email or fill out a webform or act directly on the ticketing platform; each ticket is redirected into the most appropriate queue according to the context of the request. After a prompt triage based on urgency and priority, tickets are taken in charge by the operators , with the aim of “closing” the ticket as soon as possible, providing the solution to the problem.