RosettaNet - Completed Milestone Programs

Automated Ticketing

The Automated Ticketing process will provide B2B automation for the creation, updating and closing of technical support cases between a service requestor and a service provider.

Business Challenge

Current issues in the ebusiness process and expected benefit from resolving those issues.

Problem Statement

Handling of problem tickets and action requests is usually handled through systems within the boundaries of an enterprise. However the resolution often requires the involvement of external trading partners in the supply chain. ‘Tickets’ have to be transferred to partners including information such as screen shots and log files. Such transfers today in most cases are handled manually through email, phone and fax. Some intention is visible to create custom point-to-point integrations.
Manual routing is labor intensive, error prone and time consuming resulting in high cost and customer dissatisfaction, thus requiring seamless automation.
Gathering metrics on SLAs and Product Quality along the chain is fully manual

Value Proposition

Replacement of manual processes (Portal, Fax, email..) through seamless ticket routing from system to system, saving cost and increasing quality
System level support of descriptive attachments to ticket
Increasing customer satisfaction through reduced cycle time in problem handling along the value chain
Supports Automated track, trace and performance case history and management
The introduction of standard processes within the service and support chain enables scalable implementations and eliminates proprietary point to point solutions.
Improved accuracy and quality of data

High Level Introduction

Summary of the targeted ebusiness process, affected supply chain and roles.

Overview
The Automated Ticketing process will provide B2B automation for the creation, updating and closing of technical support cases between a service requestor and a service provider.

Service and Support Chain
The service and support chain roles that influence this process are:

Customer – The entity experiencing the problem, such as the failure in a network module.
Example is a commercial customer for Hewlett Packard (HP), using Cisco networking devices as sold to them by HP.

Service Requestor – The entity ultimately responsible for resolution of the problem to the Customer. If only two parties in the relationship, then the Case Owner is also the Case Resolver.
Example is HP, having provided Cisco networking equipment and support to their commercial customer.

Service Provider – The entity responsible for resolution of the problem to the Case Owner should the Case Owner escalate the problem to the Case Resolver.
Example is Cisco, providing support to HP on a commercial customer case escalated to Cisco as part of some contractual agreement between the two parties

Out of Scope

The scope of the milestone is purely on the resolution of specific problem cases, hence no specific supply chain areas are included in this milestone, such as ordering and delivery of new or replacement parts.

Should new parts need to be dispatched the customer, then the reader is directed to the Order Management sections of the RosettaNet standards.

Please also note here the there a currently no standards in place for the request and dispatch of field service engineers.

No systemic linkages with contract management, install base management, and warranty management.

Possible future milestone programs could be:

Third party maintenance (dispatch of 3rd party engineer)

Order of replacement parts (RMA orders)

Automated Ticketing Process Scope Context Graphical Representation