{"id":4861,"date":"2024-06-13T15:40:34","date_gmt":"2024-06-13T15:40:34","guid":{"rendered":"https:\/\/odysseyautomation.com\/?p=4861"},"modified":"2024-06-13T15:40:34","modified_gmt":"2024-06-13T15:40:34","slug":"automated-ticket-handling","status":"publish","type":"post","link":"https:\/\/odysseyautomation.com\/?p=4861","title":{"rendered":"Automated Ticket Handling"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"4861\" class=\"elementor elementor-4861\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-9812bab elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"9812bab\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-0314e8a\" data-id=\"0314e8a\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1bd26fb elementor-widget elementor-widget-heading\" data-id=\"1bd26fb\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Odyssey use case for Automated Ticket Handling<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a9e4135 elementor-widget elementor-widget-image\" data-id=\"a9e4135\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"http:\/\/m2b.a89.myftpupload.com\/wp-content\/uploads\/2022\/10\/Odyssey-Use-Case_Ticket-Handling.png\" title=\"\" alt=\"\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a47d092 elementor-widget elementor-widget-text-editor\" data-id=\"a47d092\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"itemFullText\"><p class=\"OdyPageContent\">Automated ticket handling gets users to their resolution faster while taking less agent time; Odyssey can add an additional layer of intelligence to other systems. An Odyssey project monitors a ticketing system, such as Rational ClearQuest or Remedy, for new and changed tickets. Whenever the ticket changes, Odyssey scans the ticket for<br \/>keywords (such as \u2018duplicate\u2019, \u2018closing\u2019, \u2018increase file system size\u2019, \u2018reboot\u2019, \u2018restarts\u2019, etc.) Where the organization has mapped keywords to actions, Odyssey provide entries for missing attributes to the ticket, and routes the ticket to the appropriate group within the ticketing system.<\/p><p class=\"OdyPageContent\">Odyssey can even launch projects outside the ticketing system to perform simple actions like password or system resets. Some of these actions will happen automatically if they are single user and low risk (like password resets). Some capabilities that would normally be reserved for Tier 2 support are available to Tier 1 as push-button processes.<\/p><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Odyssey use case for Automated Ticket Handling Automated ticket handling gets users to their resolution faster while taking less agent time; Odyssey can add an additional layer of intelligence to other systems. An Odyssey project monitors a ticketing system, such &hellip; <a href=\"https:\/\/odysseyautomation.com\/?p=4861\">Read More<\/a><\/p>\n","protected":false},"author":16,"featured_media":4936,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"categories":[28,87],"tags":[97,84,86],"class_list":["post-4861","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-use-cases","tag-automated","tag-odyssey-use-case","tag-ticket-handling"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.3 - 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