GUIDELINES TO UPDATE TICKET TO GET MAXIMUM AUDIT SCORE

How to read this document: a)- All the entries in this color b)- All the entries in this color c)- All the entries in this color d)- All the entries in this color When you are working on ticket. are mandatory to update in the ticket with your respective findings. are Ticket status update. are work log tabs are to save ticket status.

Step -1 :- Put that ticket in RESPONDED status and update work log as below.
Ticket Status :- Responded Work log entry; General Note:- *****Investigating issue****** SAVE Work log and Save ticket.

Step -2
Edit --

:- Click on Edit to edit ticket and make more work log entry.

Put the ticket in INPROGRESS/SERVICE RESTORED as per troubleshooting done. In work log - Select Outbound Customer communication -: If the backup has completed with next attempt/or manually started and completed. (Initial Interaction) ************************************************************ FIRST & LAST NAME OF CUSTOMER CONTACTED: Customer assistance is not required at this time or This is tape backup issue hence customer interaction not required. SUMMARY OF COMMUNICATION: N/A AGREED UPON UPDATE INTERVALS: N/A PREFERRED CONTACT METHODS: N/A

INCIDENT STATEMENT: Backup failed with status 58 (can'tconnect to client) or Backup failed with error code Failed 12. (This you can find from your ticket Summary). IMPACT STATEMENT: One day backup failed. (This depends on the no of failure of the same backup.) ************************************************************************ SAVE WORK LOG

Step -3
Next work log entry. Select Triage/Troubleshooting. ************************************************************************ ACTIONS PERFORMED: Backup failed due to VSS issue. Have checked vss writerr and all are stable. Have take system state backup successfully on local drive. Manual backup started from tsm.

************************************************************************ NEXT STEPS: Monitoring backup ************************************************************************ SAVE Work log

Step -4 - If the backup has completed put below work log entry.
Select Triage/Troubleshooting. ************************************************************************ ACTIONS PERFORMED: Backup has completed successfully {you can put event log entry of the backup completed here} ************************************************************************ NEXT STEPS: Close ticket

************************************************************************ SAVE Work Log and Save ticket.

Step -5 :- Edit Ticket. if backup has completed.. Change ticket status to RESOLVED. and put below work
log entry. Select ROOT CAUSE. ************************************************************************ ROOT CAUSE: Backup failed due to VSS error. ************************************************************************ SAVE Work log and SAVE ticket.

Step -6
Now you can change ticket status to closed SAVE ticket.

NOTE:- FOLLOW ABOVE SIMPLE 6 STEPS AND YOU CAN EARN MORE AUDIT SCORE.

If the ticket status is INPROGRESS ,

Update ticket as below with Work log entry as Triage/Troubleshooting.
Summary: (you will get it from ticket) Incident : Backups for client failing with error 58 Impact : Mention the affected number of systems

For Mass Update follow below template.

************************************************************************ Root Cause;

************************************************************************

Technical Updates
ACTIONS PERFORMED:

************************************************************************ NEXT STEPS:

************************************************************************ Summary:

** Incase you receive an email from the customer , please paste it under the inbound customer communication header **