【正文】 wnew新建立openopen開啟pending auto close+pending auto等待自動(dòng)關(guān)閉pending auto closepending auto等待自動(dòng)關(guān)閉pending reminderpending reminder等待提醒removedremoved刈除Pending Date (for pending* states)等待的日期Impact事件對(duì)該服務(wù)的impact程度。1very low2low3normal4high5Very highPriority1very low2low3normal4high5Very highPriority通過(guò)以下矩陣計(jì)算得出，也可以手動(dòng)填寫。表格 1 : Priority 計(jì)算矩陣1 very low2 low3 normal4 high5 very highCritical 1 very low112232 low122343 normal223444 high234455 very high34455impactDue DateTicket必須關(guān)閉的截止日期Time units (work units)處理ticket花費(fèi)的時(shí)間，可以是agent紀(jì)錄事件消耗的時(shí)間Emailticket說(shuō)明；Type (Ticket Type)Ticket Type意義備注Incident普通事件Incident::Disaster災(zāi)難事件Incident::ServiceRequest服務(wù)請(qǐng)求default缺省From (Ticket queue) Queue意義備注Helps不確定類別的事情Helps::Desktop電腦相關(guān)Helps::NotesNotes軟件相關(guān)Helps::Networking網(wǎng)絡(luò)相關(guān)Helps::Application業(yè)務(wù)應(yīng)用相關(guān)未來(lái)需要細(xì)分Helps::Application::ORACLEORACLE EBS相關(guān)未來(lái)需要細(xì)分Helps::Telephone電話相關(guān)To (customer) Customer信息，可以用工號(hào)， address來(lái)查找。CC如相同，抄送BCC如相同，密件抄送Service服務(wù)管理模塊定義SLA服務(wù)管理模塊定義OwnerTICKET的主人，用來(lái)分派任務(wù)SubjectTICKET的主旨TextTICKET的內(nèi)容AttachmentTICKET目前不支持RICH TEXT,因此有其他的內(nèi)容需要用附件的方式添加上去CustomerIDCustomer的識(shí)別號(hào)，初步設(shè)計(jì)為員工編號(hào)Next ticket stateTicket的狀態(tài)NameTypeMeansCommentsclosed successfulclosed成功關(guān)閉closed unsuccessfulclosed不成功關(guān)閉Closed with workaroundclosedWorkaround關(guān)閉mergedmerged融合到其他ticketnewnew新建立openopen開啟pending auto close+pending auto等待自動(dòng)關(guān)閉pending auto closepending auto等待自動(dòng)關(guān)閉pending reminderpending reminder等待提醒removedremoved刈除Pending Date (for pending* states)等待的日期Impact事件對(duì)該服務(wù)的impact程度。1very low2low3normal4high5Very highPriority1very low2low3normal4high5Very highPriority通過(guò)以下矩陣計(jì)算得出，也可以手動(dòng)填寫。1 very low2 low3 normal4 high5 very highCritical 1 very low112232 low122343 normal223444 high234455 very high34455impactDue DateTicket必須關(guān)閉的截止日期Time units (work units)處理ticket花費(fèi)的時(shí)間，可以是agent紀(jì)錄事件消耗的時(shí)間維護(hù)customer資料Customer資料來(lái)源于2個(gè)地方4. Microsoft Active Directory5. Local MySQL Database備注：如果customer已經(jīng)有MSAD資料。Agent只能維護(hù)Local MySQL Database中的Customer資料因此source選擇database backend, 如下圖?；貞?yīng)事件需要同customer交互信息，可以用選擇Compose Answer () 或者Contact customer (phone)o Compose Answer ()將會(huì)將update的ticket內(nèi)容給customer.o Contact customer (phone) 將不會(huì)將update的ticket內(nèi)容給customer，需要agent電話通知customer.事件升級(jí)對(duì)于某些事件可能需要升級(jí)選擇導(dǎo)航條下的priority. 選擇新的priority. Priority的含義參見 表格 1 : Priority 計(jì)算矩陣事件分派o 選擇導(dǎo)航條下的Owner, 指定新的agent來(lái)處理。包括：1. 分析并確定事件的根本原因，以防止再次發(fā)生6. 主動(dòng)提供預(yù)防性措施7. 提高IT服務(wù)的可靠性8. 降低IT支持成本9. 提高IT部門的整體形象和名譽(yù)活動(dòng)內(nèi)容問(wèn)題管理流程著重于消除事件或減少事件發(fā)生，確定事件的根本原因。其主要內(nèi)容如下：216。 問(wèn)題分派根據(jù)問(wèn)題內(nèi)容將問(wèn)題記錄分派給適當(dāng)?shù)募夹g(shù)小組。 問(wèn)題調(diào)查與診斷根本原因分析 被分派的小組人員將調(diào)查問(wèn)題以期找出其原因，制定解決方案、變通方法或提出預(yù)防性措施，以消除產(chǎn)生原因，或在重發(fā)時(shí)使其影響力最小化。提出變更請(qǐng)求 對(duì)問(wèn)題的解決方案進(jìn)行評(píng)估，通過(guò)提出變更請(qǐng)求（RFC）以對(duì)該方案進(jìn)行測(cè)試和實(shí)施。216。216。包括改進(jìn)事件監(jiān)測(cè)、找出技能差距和文檔資料改進(jìn)等。Phoneticket說(shuō)明；Type (Ticket Type)Ticket Type用途備注Problem普通問(wèn)題Problem::KnownError已知錯(cuò)誤Problem::PendingRfC等待中RFCFrom (customer)Customer信息，可以用工號(hào)， address來(lái)查找。To (Ticket Queue)Queue用途備注Problems不確定類別Problems::Desktop電腦相關(guān)Problems::NotesNotes軟件相關(guān)Problems::Networking網(wǎng)絡(luò)相關(guān)Problems::Application業(yè)務(wù)應(yīng)用相關(guān)未來(lái)需要細(xì)分Problems::TelephoneService服務(wù)管理模塊定義SLA服務(wù)管理模塊定義OwnerTICKET的主人，用來(lái)分派任務(wù)SubjectTICKET的主旨TextTICKET的內(nèi)容AttachmentTICKET目前不支持RICH TEXT,因此有其他的內(nèi)容需要用附件的方式添加上去CustomerIDCustomer的識(shí)別號(hào)，初步設(shè)計(jì)為員工編號(hào)Next ticket stateTicket的狀態(tài)NameTypeMeansCommentsclosed successfulclosed成功關(guān)閉closed unsuccessfulclosed不成功關(guān)閉Closed with workaroundclosedWorkaround關(guān)閉mergedmerged融合到其他ticketnewnew新建立openopen開啟pending auto close+pending auto等待自動(dòng)關(guān)閉pending auto closepending auto等待自動(dòng)關(guān)閉pending reminderpending reminder等待提醒removedremoved刈除Pending Date (for pending* states)等待的日期Impact事件對(duì)該服務(wù)的impact程度。1very low2low3normal4high5Very highPriority1very low2low3normal4high5Very highPriority通過(guò)以下矩陣計(jì)算得出，也可以手動(dòng)填寫。1 very low2 low3 normal4 high5 very highCritical 1 very low112232 low122343 normal223444 high234455 very high34455impactDue DateTicket必須關(guān)閉的截止日期Time units (work units)處理ticket花費(fèi)的時(shí)間，可以是agent紀(jì)錄事件消耗的時(shí)間Emailticket說(shuō)明；Type (Ticket Type)Ticket Type用途備注Problem普通問(wèn)題Problem::KnownError已知錯(cuò)誤Problem::PendingRfC等待中RFCFrom (Ticket queue) Queue用途備注Problems不確定類別Problems::Desktop電腦相關(guān)Problems::NotesNotes軟件相關(guān)Problems::Networking網(wǎng)絡(luò)相關(guān)Problems::Application業(yè)務(wù)應(yīng)用相關(guān)未來(lái)需要細(xì)分Problems::TelephoneTo (customer) Customer信息，可以用工號(hào)， address來(lái)查找。CC如相同，抄送BCC如相同，密件抄送Service服務(wù)管理模塊定義SLA服務(wù)管理模塊定義OwnerTICKET的主人，用來(lái)分派任務(wù)SubjectTICKET的主旨TextTICKET的內(nèi)容AttachmentTICKET目前不支持RICH TEXT,因此有其他的內(nèi)容需要用附件的方式添加上去CustomerIDCustomer的識(shí)別號(hào)，初步設(shè)計(jì)為員工編號(hào)Next ticket stateTicket的狀態(tài)NameTypeMeansCommentsclosed successfulclosed成功關(guān)閉closed unsuccessfulclosed不成功關(guān)閉Closed with workaroundclosedWorkaround關(guān)閉mergedmerged融合到其他ticketnewnew新建立openopen開啟pending auto close+pending auto等待自動(dòng)關(guān)閉pending auto closepending auto等待自動(dòng)關(guān)閉pending reminderpending reminder等待提醒removedremoved刈除Pending Date (for pending* states)等待的日期Impact事件對(duì)該服務(wù)的impact程度。1