Problem management for tickets refers to the process of managing and resolving the root causes of issues that are reported through a ticketing system. In environments like IT service desks, support centers, or any organization using ticketing software, problem management aims to address recurring issues raised in tickets and prevent them from happening again.
When tickets are submitted (typically to service disruptions, or issues), the immediate goal is to resolve those individual tickets to restore normal service.
Ticket Creation :
A user or customer raises a ticket to report an issue, such as system downtime, login issues, or software bugs. These tickets are often handled by first-line support staff who work to quickly resolve the immediate problem.
Identification of a Problem:
If the same type of issue occurs repeatedly or is part of a larger, recurring issue, it is flagged as a problem. For example, multiple tickets about slow network performance could signal a deeper issue with network infrastructure.