Ticket fulfilment

Ticket Fulfilment deals with frequently recurring tickets made to the Service Desk that are low enough risk that they do not need to go through the more formalised ITIL Change Management process. Typical tickets that Ticket Fulfilment deals with include a ticket to change a password, a ticket to install standard software on a specific workstation, or a ticket for a consultation.

Approval

Urgent tickets, however minimal the risk to the organization's business ticket for standard HW, installation of approved software, etc.), must be approved, e.g. for financial reasons.

Approvals can be done in two ways in ALVAO Service Desk: by emailing the approver and a more formal option - the Let me approve function. Using the approval agenda, we can predefine different approval schemes for different services. The approval schema is activated at the beginning of the process, and until the ticket is approved, it is not started and the solution team does not see it in the Tickets to be resolved". Of course, at any time during the resolution of a ticket approval can be triggered on any approval schema if new circumstances are discovered.

Default process pattern

This is the default process template, which can be further modified by the customer according to their needs.

Status	Description	Instructions for solvers
Approval	Ticket approval is in progress.	Check that this is a "Service Ticket". If not, use the "Move to another service" command to move the ticket to the correct service. Check that the ticket has been approved. If it has been rejected, close it with the "Close" command. Determine the priority of the solution. Then use the "Assign" command to assign the ticket to a specific solver.
Realization	Ticket execution is in progress.	Execute the ticket. Record all changes in the configuration database. Finally, close the ticket with the command "Close".
Closed	The ticket has been closed. The ticket is closed.

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