Ticket State Model
A Process Recipe
This topic presents the SQI process model for Ticket states. The process model is layered. Initial usage can implement the basic "support track". Over time additional tracks - bug and feature request - can be implemented.
The process model also covers activities outside of the day-to-day support engine interaction with IM. These include spam detection, processing and garbage collection.
Basic "Support Track" Process Model
As a new Request arrives a Ticket is created. During the support cycle the Ticket moves through a number of States. Each State identifies a specific milestone in the resolution of the Request.
The left side of the state diagram below shows the basic "support track" state flow: New to Open to Resolved. Each state is described in the text on the right. An additional state - Verify - is also presented for organizations that want the client to confirm the resolution of the issue.
Figure #: Description
Expanding the states to track the client interface process in more detail is normal as the organization becomes familiar with the IM proceeds. The Verify state is frequently the first addition. The Verify state provides the means to get direct client conformation hat the Incident is resolved.
"Software Modification Tracks"
The Ticket state diagram below adds "Software Modification Tracks" - "Failure Track" and "Feature Request Track." Each track deals with an Incident that requires a change to the software. The Failure Track is used when critical software failures require an immediate patch or fix be release to the client. The Feature Request Track is used when the software modification or enhancement is done as part of a normal release process.
The Failure Track introduces Ticket states to track the progress for the point that a software failure is established to the fix being verified by the client. In the SQI process model a software failure is different than a software bug. The software failure is specific to a client and that clients execution steps that create the failure. A software bug is the root cause of the associated software failures. Thus many failures can map to one bug.
"Feature Request Track"
The Feature Request Track introduces Ticket states to track the progress of a new feature request from the point of the request to a client verifying the feature works.
Full Process Model for Ticket States
The full Ticket state process diagram introduced "administrative" states to the basic, failure and feature tracks presented above. These state effect are associated with the system function and not the day-to-day support functions.
Figure #: Description