Trouble Ticket Template

[daisymatilda]

Hello.

We are running into some issues related to new software installation and want to create an in-house trouble ticket so outside IT firm can troubleshoot. Does anyone know of an available template we can use or what information should be noted on the ticket?
Thank you.

 

[johnherman]

For Starters:

Problem ID (primary key, sequence)
Date/Time of Problem
Reported By
Reported To
Priority Assigned
Priority Assigned By
Problem Group/Dept (subject area, AR/AP/GL/etc) if needed
Problem software (report, screen, job, module name)
Problem Description
Parent or Related Problem ID
Problem Start Date/Time
Problem Status (awaiting,I/P,UAT,resolved,withdrawn, etc)
Problem Status By
Problem STatus Date/Time
Problem Closed Date/Time
Problem Closed By
Resolution Description (running comment field)

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The trouble with doing something right the first time is that nobody appreciates how difficult it was - Steven Wright

 

[daisymatilda]

Thank you. This is very helpful.