Impact of Critical and Auto Ticket: Analysis for Management and Workers Productivity in using a Ticketing System

Abstract: Ticketing system is common in Technical Support in Information Technology Industry. At present time, even management is using it. It serves as a way to connect the company and the client, end to end. The researchers conducted research where it aims to come up with a solution on how we are going to prevent, troubleshoot, and give insight for possible business impact to those everyday issues. Researchers used data collection to gather data from management, support workers, and Service Now open-source ticketing system to visualize the ticketing system application. Critical ticket gives a lot of pressure to the resources as they needed to resolve the incident in accordance with the service level agreement. Having knowledge management helps resource to find references on how to deal with the incident. It helps them to execute workaround quickly and think of a way on how to resolve it permanently. It is concluded that critical and auto ticket affects the everyday productivity of the worker especially teaching new employees despite ongoing critical incidents. Researchers provided solutions such as knowledge Management and Dashboard to document all the solutions encountered and monitor the SLA and incoming tickets. It is recommended to have further research on how critical and auto ticket affects the mental health of resources and its direct impact to businesses. It is also recommended to have a study on how knowledge management work and help resources to identify correct workaround despite of having a lot of troubleshooting guides.