Ticket, Ticket Owner and Ticket Agent

Ticket

A ticket is an instance of a process. According to the process, the ticket often has different names. e.g. this is simply called "Incident" in the Incident Management process , or "Change" in the Change Management process.

Ticket Agent

This is the person in charge of performing the required actions in the current activity of a process. Concerning the RASCI diagram, the Ticket Agent is Responsible for the activity.

Ticket Owner

This is the person responsible for effective and efficient handling of a specific ticket throughout the entire Ticket life cycle . Concerning the RASCI diagram, the Ticket Agent is Accountable for the activity.

Functional Escalation

When a Ticket is functionally escalated, the value of "Ticket Agent Attribute" in the record is set to the new Group or Person. The "Ticket Owner" stays the same.

Hierarchical Escalation

When a Ticket is hierarchically escalated, the value of the "Ticket Owner Attribute" in the record is set to the new Group or Person e.g. the appropriated Process Manager. The "Ticket Agent" stays the same.

Example

Most of the time the "Ticket Owner" and the "Ticket Agent" are set to the same group or person at the beginning of the first process activity. In the Incident Management Process, the first activity is called "Incident Recording" and the Ticket is called Incident.

Initially the value of the attributes "Incident Agent" and "Incident Owner" are set to the group (function) "Service Desk". This means the "Service Desk" is responsible for this Incident throughout the whole life cycle until the Incident can be closed. The "Service Desk" must also perform the activity "Incident Recording".

In case of a Functional Escalation the value of the attribute "Incident Agent" is set to the appropriated "Expert Team" or "Expert" (2nd Level). They have to perform the next activity. However, the Service Desk stays as the "Incident Owner" and is responsible for the incident coordination.

In case of an Hierarchical Escalation the "Incident Owner" is set to the "Incident Manager". They are now responsible for the Incident until it is closed or they give it back to the Service Desk. There must be a reason for the escalation e.g. the "Incident Agent" is not willing to start working on the Incident, which may not changed during the Hierarchical Escalation. When the reason can be eliminated, the Ownership can be transferred to the Service Desk again. If the reason is not eliminated, a new Hierarchical Escalation can be triggered.