When the original ticketing system is no longer sufficient
IT requirements were under control. The problem was that the system that was supposed to manage them was no longer sufficient.
With the growing number of requirements and demands for visibility and automation, it became clear that the existing solution could not cover the real traffic.
AAA AUTO handles a wide range of requests every day – from incidents and service requests to change requests and internal development requests.
The company did not consider whether to have a system. They already had one. However, it gradually became clear that it no longer corresponded to how the team actually worked – either in terms of functionality or further operation and licensing.
“We were using another ticketing tool, but it was no longer sufficient and didn’t do what we needed it to do.” (says Jan Dušek, internal development, AAA AUTO)
Where the problem showed up most
This was most evident when dealing with requests during the day – at times when multiple requests came in at once and were dealt with by multiple people across teams.
AAA AUTO was already using a ticketing tool, but it gradually ceased to meet their needs. In addition to limitations in functionality, they also encountered licensing limitations that complicated further development and work with the tool.
As the number of requests increased, it became difficult to keep the system up-to-date and complete. Some information was not included at all or was not easily traceable, resulting in the need to work with multiple sources at the same time.
When it was necessary to quickly find out the status of a specific request or to return to its history, the system was unable to provide an unambiguous answer without further searching.
In addition, there was a lack of continuity between the requirements. Things that were related were dealt with separately and without context, which made it difficult to navigate and work with them.
What the customer needed to change
The customer needed a system that corresponds to real traffic – it can handle different types of requests, it can structure them and keep track of them even when a large number of them arrive at once.
It was not just one type of ticket, but a combination of requests from different areas – incidents, service requests, changes and development requests. Each of them has a different flow and different priority.
- what is being addressed
- what condition it’s in
- who is responsible for this
And at the same time reduce the manual transfer of information that was slowing down the process.
How the SmartFP Helpdesk helped
After the deployment of the SmartFP Helpdesk, the work with requests was unified into one system.
Each request now has a ticket, to which is assigned a status, a category and a specific solver. All communication takes place directly with him, so there is no need to trace anything outside the system.
In addition, an important part of the processes has been automated – requests are directly classified, assigned and moved on after they are entered.
“A lot of things are already automated. The user enters something and it’s entered into the system.” (says Lucie Tvrdíková, L2 Support, AAA AUTO)
What saves the most time in practice
In AAA AUTO, the features that have proven to be the most successful in practice are those that eliminate manual work and simplify the transfer of requests between teams.
One of the key areas is the link to development. Requests that come in via email are now automatically filed as tickets and directly written into DevOps (TFS), where they are picked up by development.
Previously, these requests had to be transcribed manually, which delayed the whole process.
“Today, a request from an email is directly filed as a ticket and written to DevOps. Before, we had to manually rewrite it.” (says Lucie Tvrdíková, L2 Support, AAA AUTO)
The requirements timeline also plays an important role, allowing you to track the entire progress of the solution.
It gives the team an overview of who has worked on the request, where it has moved to and what its current status is. They also use it for work reporting and reporting.
“We have an overview of who has worked with the ticket and where it has moved. We also use it for work reporting.” (says Jan Dušek, Internal Development, AAA AUTO)
Working with follow-up and merged requests has also proved to be successful in practice.
Requirements that are related can be linked or merged to form a single unit and are easier to work with. This gives the team a better overview of the context and eliminates the need to deal with each part separately.
An overview that was missing before
One of the important shifts is the work with data.
It used to be difficult to know how many requests were being dealt with, how long they were taking or where delays were occurring.
Today, the company has the data in one place and can continue to work with it – for example, in reporting or evaluation.
“We can download data from the database and do reporting, which we couldn’t do before.” (says Jan Dušek, internal development, AAA AUTO)
Result
Today, AAA AUTO uses SmartFP Helpdesk as a central point for managing requests.
As a result, it has better control over processes, faster processing of requests and less dependence on manual communication.
But the biggest difference is not in the registration itself. It’s that people no longer have to piece together information from different sources and figure out if everything is done.
In a sentence.
Finally, we asked how they would describe the SmartFP Helpdesk in one sentence:
“Quick resolution of the ticket.” (says Lucie Tvrdíková, L2 Support, AAA AUTO)
