Example Scenarios

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This chapter provides five examples of the workflow for incident management for Super Service Provider.

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This section covers the following topics:

New Ticket Was Not Acknowledged

Image of the workflow for a new ticket that was not acknowledged

  • A customer sends a ticket email to the address in the Tickets from Email policy, customer_tickets@patch-aio.qa.sciencelogic.local.

Image of the Ticket Editor page for an unacknowledged ticket

  • When the ticket is not acknowledged for 10 minutes, SL1 sends the following email to each member of the Triage queue:

Image of the escalation email for an unacknowledged ticket

  • When the ticket is not acknowledged for 15 minutes, SL1 sends the following email to the Director of Operations:

Image of the escalation email for an unacknowledged ticket sent to a director

New Ticket Was Not Assigned

Image of the workflow for a new ticket that was not assigned

  • A customer sends a ticket email to the address in the Tickets from Email policy, customer_tickets@patch-aio.qa.sciencelogic.local.

Image of the Ticket Editor page for an unacknowledged ticket

  1. When the ticket is not assigned after 25 minutes, SL1 sends the following email to each member of the Triage queue:

Image of the escalation email for an unassigned ticket

  1. When the ticket is not assigned after 30 minutes, SL1 sends the following email to the Director of Operations:

Image of the escalation email for an unassigned ticket sent to a director

Critical Ticket was Not Updated

Image of the workflow for a critical ticket that was not updated

  1. A customer creates a ticket through the ScienceLogic Support Site.

  1. After examining the ticket, the NOC staff determines that the ticket is Critical. NOC staff assigns the ticket to Dean Keaton in the Linux Engineering queue.

Image of the Ticket Editor page for a critical ticket that was not updated

  • When the ticket is not updated 30 minutes after it is assigned to a user and queue (as per the SLA for critical tickets), SL1 sends the following email to each member of the Linux  Engineering queue:

Image of the escalation email for a critical ticket that was not updated

  • When the ticket is not updated after 35 minutes (as per the SLA for critical tickets), SL1 sends the following email to the Director of Engineering:

Image of the escalation email for a critical ticket that was not updated, sent to a director

Major Ticket was Not Updated

Image of the workflow for a major ticket that was not updated

  • A customer creates a ticket through the ScienceLogic Support Site.
  • After examining the ticket, the NOC staff determines that the ticket is Major. NOC staff assigns the ticket to Fred Fenster in the Windows Engineering queue.
  • When the ticket is not updated 55 minutes after it is assigned to a user and queue (as per the SLA for major tickets), SL1 sends a warning email to each member of the Linux  Engineering queue. The email states that an SLA violation is imminent.
  • When the ticket is not updated after one hour (as per the SLA for major tickets), SL1 sends an email to the Director of Engineering. The email states that an SLA violation has occurred.

Minor Ticket was Not Updated

Image of the workflow for a minor ticket that was not updated

  • A customer creates a ticket through the ScienceLogic Support Site.
  • After examining the ticket, the NOC staff determines that the ticket is Minor. NOC staff assigns the ticket to Jeff Rabinn, in the Network Engineering queue.
  • When the ticket is not updated 3 hours and 55 minutes after it is assigned to a user and queue (as per the SLA for minor tickets), SL1 sends a warning email to each member of the Network Engineering queue. The email states that an SLA violation is imminent.
  • When the ticket is not updated after four hours (as per the SLA for minor tickets), SL1 sends an email to the Director of Engineering. The email states that an SLA violation has occurred.