Trouble Ticket System (TTS)

By using a Trouble Ticket System (EcholoN), 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).

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 email).
An email 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 (EcholoN)
The ticket number looks like this example: INC-001666
- INC means Incident
- plus a ticket number consisting of 6 numbers

An 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 procedure was defined with the staff council of the TUHH.