Does anyone have experience with Automating Trouble Tickets for a telecom business? I'm working for a large telecom company as a software tester. We have been tasked with automating work done by offsite centers. The centers currently use several mainframe systems to handle only one ticket at a time. Normally each technician deals with 50 tickets. But this is not the biggest problem. The biggest problem is that they're two categories of tickets and each center handles only one category. Because both categories can be on one line, the tickets sometimes get sent to the wrong center. How can we put a process in place to make the system smart enough to send the correct category to the corresponding center to be handled?
Perhaps this is an over-simplification. Depending on the caliber of the tool, one should be able to customize the category pick lists, etc., to correct this problem and vector the tickets appropriately. If not, then one should take a good hard look at getting the right tool.
That is a good fix but there is still the issue of them getting in the wrong queue. You'll need a way to push them from one queue to the other once someone figures out that they are in the wrong place.
It's a case of ideal world scenario. You will never be able to keep ALL of them separate so you're going to have to come up with a solution for when they get mixed up.
I suggested that the web app I'm working on have a message screen for notifying users of things like the site was going down in a few minutes or that we knew it was broke already and were working on it. A very simple thing that would help with customer/user relations. The product manager/dev lead said that the thing should work 24x7 and they shouldn't need such a page. It doesn't. We get multiple calls every time the site goes down and there is always at least one user on the system when it's time for us to drop the system for maintenance.
We're not in an ideal world so you'll need to deal with the likely failures.