Index Terms: Online Ticket Resolving System (OTRS), Network Operation Center(NOCs), Incident Management(INC),

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1 Survey Paper On Resolving Trouble-Ticket System Vikas Kumar Gupta, Ashwin Rajpurohit,Prakhyat Sapkale, Gajanan Chainpure. Mr Kalyan Bamne Information Technology Department, Savitribai Phule Pune University. Dr. D.Y.Patil College Of Engineering, Akurdi Pune. A B S T R A C T A trouble ticket is similar to a medical report created for a hospital patient. When a patient first visits the hospital, a medical report is created to hold all necessary personal and medical information for him.. Over multiple visits, as he is attended to by the same or additional doctors, the attending doctor updates the report by adding new information on the patient's health and the ongoing treatment. This allows any other doctors or the nursing staff to get a complete picture on the case at hand. When the patient recovers and leaves the hospital, all information from the medical report is archived and the report is closed. Trouble ticket systems such as OTRS handle trouble tickets like normal . The messages are saved in the system in queue wise. When a customer sends a request, a new ticket is generated by the system which is comparable to a new medical report being created. The response to this new ticket is comparable to a doctor's entry in the medical report. A ticket is closed if an answer is sent back to the customer, or if the ticket is separately closed by the system. If a customer responds again on an already closed ticket, the ticket is reopened with the new information added. Every ticket is stored and archived with complete information. Since tickets are handled like normal s, attachments and contextual annotations will be stored too with every . Also, information on relevant dates, employees involved, working time needed for ticket resolution etc. are also saved. At any later stage, tickets can be sorted, and it is possible to search through and analyze all information using different filtering mechanisms Index Terms: Online Ticket Resolving System (OTRS), Network Operation Center(NOCs), Incident Management(INC), 1. INTRODUCTION By using a Trouble Ticket System, the computing center makes sure that the service staff receives all required information of an incident reports or a service requests. Thus, there will not be long dialogues or loss of information anymore and the service staff will be able to react swiftly. Moreover, the service staff can give information about open incidents and requests (tickets)[2]. To inform the customer about the processing stage of his incident report or service request, he receives an automatically generated reception confirmation. This contains the ticket number and information how the Service Desk (SD) can be reached (telephone and ). An will be sent while closing a ticket of the incident report or service request. Thus, the customer is able to comment the quality of the solution. Ticket number within the Trouble Ticket System INC means Incident , IJAFRC and NCRTIT 2015 All Rights Reserved

2 Plus a ticket number consisting of 6 numbers An The ticket number looks like this example: INC incident can be an incident related to hardware, to software or to a process. An incident also can be a service request like a personal consulting. (Incident Management) The ticket number identifies the ticket and makes the connection to further inquiries or further information. Before archiving closed tickets will be made anonymous, thus data protection will always be ensured. The following example describes what a trouble ticket system is, and how you might benefit from using such a system at your company. Let's imagine that Max is a manufacturer of video recorders. Max receives many mails from customers needing help with the devices. Some days, he is unable to respond promptly or even acknowledge the mails. Some customers get impatient and write a second mail with the same question. All mails containing support requests are stored in a single inbox file. The requests are not sorted, and Max answers the mails using a regular program. Since Max cannot reply fast enough to all the messages, he is assisted by the developers Joe and John in this. Joe and John use the same mail system, accessing the same inbox file. They don't know that Max often gets two identical requests from a desperate customer. Sometimes they both end up responding separately to the same request, with the customer receiving two different answers. Further, Max is unaware of the details of their responses. He is also unaware of the details of customer problems and their resolution, such as which problems occur with high frequency, or how much time and money he has to spend on customer support. At a meeting, a colleague tells Max about trouble ticket systems and how they can solve Max's problems with customer support. After looking for information on the Internet, Max decides to install the Open Ticket Request System (OTRS) on a computer that is accessible from the web by both his customers and his employees. Now, the customer requests are no longer sent to Max's private inbox but to the mail account that is used for OTRS. The ticket system is connected to this mailbox and saves all requests in its database. For every new request, the system generates an auto-answer and sends it to the customer so that the customer knows that his request has arrived and will be answered soon. OTRS generates an explicit reference, the ticket number, for every single request. Customers are now happy because they receive an acknowledgement to their requests and it is not necessary to send a second message with the same question. Max, John and Joe can now login into OTRS with a simple web browser and answer the requests. Since the system locks a ticket that is answered, no message is edited twice. Let's imagine that Mr. Smith makes a request to Max's company, and his message is processed by OTRS. John gives a brief reply to his question. But Mr. Smith has a follow-up question, which he posts via a reply to John's mail. Since John is busy, Max now answers Mr. Smith's message. The history function of OTRS allows Max to see the full sequence of communications on this request, and he responds with a more detailed reply. Mr. Smith does not know that multiple service representatives were involved in resolving his request, and he is happy with the details that arrived in Max's last reply. Of course, this is only a short preview of the possibilities and features of trouble ticket systems. But if your company has to attend to a high volume of customer requests through mails and phone calls, and if different service representatives need to respond at different times, a ticket system can be of great help. It , IJAFRC and NCRTIT 2015 All Rights Reserved

3 can help streamline work flow processes, add efficiencies and improve your overall productivity. A ticket system helps you to flexibly structure your Support or Help Desk environment. Communications between customers and service staff become more transparent. The net result is an increase in service effectiveness. And no doubt, satisfied customers will translate into better financial results for your company. A. Basic Concept A trouble ticket (sometimes called a trouble report) is a mechanism used in an organization to track the detection, reporting, and resolution of some type of problem. Trouble ticketing systems originated in manufacturing as a paper-based reporting system; now most are Web-based and associated with customer relationship management (CRM) environments, such as call centre or e-business web sites, or with high-level technology environments such as network operations centers (NOCs)[3]. As a ticket moves though the system, it is usually classified as a certain type of issue, which in turn determines the skill set and expertise level of the agent(s) the ticket is assigned to. Until the issue is resolved, the "open ticket" for the problem remains in the work queue, with issues of highest priority taking precedence in terms of work flow. A ticket is an element contained within an trouble ticket system which contains information about support interventions made by technical support staff or third parties on behalf of an end-user who has reported an incident that is preventing them from working with their computer as they would expect to be able to. Tickets are commonly created in a help desk or call center environment. Typically the ticket will have a unique reference number, also known as a case, issue or call log number which is used to allow the user or support staff to quickly locate, add to or communicate the status of the user's issue or request. A trouble ticket system is an automatic mechanism of issue resolving.tracks and notifies user about status. II. LITERATURE SURVEY Figure 1. Interaction Between Client And Staff Literature survey is most important step in software development process. Before developing the tool, it is important to determine the time factor economy and company strength. Once the programmer start building the tool they need a lot of external support they need to see whether all the specifications for the , IJAFRC and NCRTIT 2015 All Rights Reserved

4 success of the project is met before building the system the above considerations are taken into account for developing the proposed system. III. SYSTEM ARCHITECTURE In this, when customer faces any issue then he generate ticket regarding his/her issue with help of IT Trouble Ticket System and the following generated ticket is assigned to following department accordingly by artificial intelligence of Trouble Ticket System[3]. This generated ticket is retrieved by staff of that department and after going through the problem or issue faced by customer and taking discrete step and resolving the following issue, the updated information is send to the customer through IT Trouble Ticket System. In this system act as interface between customer and staff and also quit intelligent by assigning the respective ticket to following department. The overall structure is shown below in Fig 2.1 Figure 2. System Architecture of Resolving Trouble Ticketing System A. Client-server Communication , IJAFRC and NCRTIT 2015 All Rights Reserved

5 The client-server model is a standard model for network applications. At a basic level, network-based systems consist of a server, client, and a media for communication as shown in Fig. A computer running a program that makes a request for services is called client machine. A computer running a program that offers requested services from one or more clients is called server machine[15]. The media for communication can be wired or wireless network Figure 3. Client Server Communication. B. Work Flow IV. SUMMERY Figure 4. Work Flow Diagram of Resolving Trouble Ticket System We have proposed a multi agent based trouble ticketing system in order to enhance the current trouble ticketing system used in IT industry. Such a system is not limited only to IT domain but can be extended to other areas as well. Streamlines the process of resolving an issue. Automates the issue management system. Thus IT_TTS can be a new helpdesk for both customers as well as company.the primary difference , IJAFRC and NCRTIT 2015 All Rights Reserved

6 between the current trouble ticketing system available in the market today and our system is the use of multi user and web based system which is responsible for the issuing managing and recording of the trouble tickets. The research community is vigorously is working towards achieving our goal of self healing network. The automatic use r based trouble ticketing system is an important step in achieving this goal. V. REFERENCES [1] Bug Tracking Software at the Open Directory Project [2] "IT Service Management Software". OTRS.com. Retrieved 9 June [3] Joel Spolsky (November 8, 2000). "Painless Bug Tracking". Retrieved 29 October [4] Java Issue Tracking Development Tools at the Open Directory Project [5] "OTRS: CSIRT Work Flow Improvements". Cesnet.cz Retrieved 14 February [6] "OPAR: OTRS Package Archive". Perl-Services.de. Retrieved 14 October 2012 [7] D. Ten, S. Manickam, S. Ramadass, and H. A. Bazar, Study on Advanced Visualization Tools In Network Monitoring Platform, in Third UKSim European Symposium on Computer Modeling and Simulation, EMS 09, Minden Penang, Malaysia, December [8] L. Chang, W.L. Chan, J. Chang, P. Ting, M. Netrakanti, A network status monitoring system using personal computer, presented at IEEE Global Telecommunications Conference, August [9] R. Talpade, G. Kim, and S. Khurana, NOMAD: traffic-based network monitoring framework for anomaly detection, IEEE International Symposium on Computers and Communications vol. 9, Morristown, NJ, August [10] S. Feng, J. Zhang, and B. Zeng, Design of the Visualized Assistant for the Management of Proxy Server, presented at IEEE Third International Symposium on Electronic Commerce and Security (ISECS), Wuhan, China, August [11] X. Wang, L. Wang, B. Yu, and G. Dong, Studies on Network Management System framework of Campus Network, presented at 2nd International Asia Conference on Informatics in Control,Automation and Robotics (CAR), 2010, Yantai, China. [12] Google. [Online]. Available: [14] Siri. [Online]. Available: siri.html [15] Google Goggles. [Online]. Available: Goggles [16] D. Johnson, NOC Internal Integrated Trouble Ticket System Functional Specification Wishlist. RFC 1297, , IJAFRC and NCRTIT 2015 All Rights Reserved

7 [17] A. Jain and R. Dubes, Algorithms for Clustering Data, in Englewood Cliffs, NJ: Prentice Hall, [18] W. Frakes and R. Baeza-Yates, Information Retrieval: Data Structures and algorithms, in Englewood Cliffs, New Jersey Prentice Hall, [19] A. M. Kuatse, R. Teixeira, and M. Meulle, Characterizing network events and their impact on routing, in Proc. of the 2007 ACM CoNEXT conference, 2007 [20] Abilene. https://listserv.indiana.edu/archives/internet2-ops-l.html. [21] Switchlan. [22] M. F. Porter, An algorithm for suffix stripping, Morgan Kaufmann Publishers Inc., [23] G. Salton and C. Buckley, Term Weighting Approaches in Automatic Text Retrieval, in InformationProcessingandManagement, , IJAFRC and NCRTIT 2015 All Rights Reserved

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