The Ticket as the Primary Organizational Structure
An Incident Manager Concept
Ticket – Primary Organizational Structure
The ticket is the primary organization structure in the Incident Manager (IM) client interface. A ticket’s structure combines a topic, an information exchange, a process flow and an interest group into one easily accessed data structure.
Tickets can be simple. For example, a client request for specific product information that is fulfilled in a single response. Or, a ticket can encompass extremely complex interactions. For example, a mission critical equipment failure that is difficult to reproduce and hard t trace to software or hardware root cause. In this case, the ticket would most likely be rich in data exchanged and have an ever-growing number of participants as additional engineers and management became involved in the process.