Tickets Category

INC00196461,REQ00280493,REQ00280338,INC00196321,
REQ00275870,REQ00275870,REQ00276998,
INC00195630,REQ00279648 Enhancement/Defect

REQ00280506,REQ00278017,INC00195232,REQ00280207
,INC00197192,REQ00279613,REQ00280259,
REQ00280694,REQ00277642,INC00195630 Delay from user side

INC00197383,REQ00280338,REQ00278017,REQ00279442
,INC00195232,REQ00280207,INC00197192,REQ00279613
,REQ00280647,REQ00275870,REQ00277642,INC0019550
7 Analysis
 Challenges

Assignees also have other tickets to work on which

adds to the response time.

Users at times respond on the 3rd strike adding

9 more days to teh ticket age.

Primary reason was team needed help with

analysis and was taking time to
analyse/debug the issues. They were
reaching out the the dev team as well before
updating the ticket . this time lag lead to
delay in updating the ticket.
 Action Plan

Team members working on enhancement tickets will dedicatedly

focus on completing the enhancement. There existing tickets to
be handed over to the team.
2 new team members are being trained to support.

Well there is little we can do here.

Team members to ensure all required details are properly
communicated to the user to respond.
The dev team is looped in and they are on standby to assist
the team as and when required for help in debugging. _x000D_
Aligning a senior consultant level technical resource who
will help the team with any debugging/technical queries.
Number Active State Assignment group Assigned to

INC00196461 1 Pending User Info

GSDC Service Management
Garima Khare (Admin) (admin.khare)

REQ00280506 1 Pending User Info GSDC Service ManagGarima Khare (Admin

REQ00280493 1 Pending Partner / VeIT-Service Mgmt. 2n Garima Khare (Admin

INC00197383 1 Pending User Info GSDC Service ManagGarima Khare (Admin

REQ00280338 1 Pending User Info IT-Service Mgmt. 2n Garima Khare (Admin

INC00197494 1 Active IT-Service Mgmt. 2n Garima Khare (Admin

REQ00278017 1 Pending Partner / VeGSDC Service ManagGarima Khare (Admin

REQ00279442 1 Pending Partner / VeGSDC Service ManagGarima Khare (Admin
INC00195232 1 Pending User Info GSDC Service ManagSaiyashwanth EP (Ad
INC00196321 1 Pending User Info IT-Service Mgmt. 2n Saiyashwanth EP (Ad
REQ00280207 1 Active GSDC Service ManagSaiyashwanth EP (Ad

REQ00280702 1 Pending User Info GSDC Service ManagSaiyashwanth EP (Ad

INC00197192 1 Pending User Info GSDC Service ManagSaiyashwanth EP (Ad
REQ00279613 1 Pending User Info IT-Service Mgmt. 2n Saiyashwanth EP (Ad
Created IZT Assigned Date Aging IZT Ageing

1/13/2020 11:50 1/13/2020 11:50 29 11

1/17/2020 12:09 1/17/2020 12:09 25 6

 1/17/2020 9:16 25 12

1/18/2020 4:11 24 12

1/16/2020 13:25 26 12
1/20/2020 14:49 22 12

12/31/2019 0:10 42 12
1/9/2020 18:11 33 12
1/3/2020 17:51 1/7/2020 11:40 39 17
1/10/2020 20:13 2/13/2020 15:30 32 12
1/15/2020 12:57 1/15/2020 12:57 27 20

1/20/2020 13:00 1/20/2020 13:00 22

1/16/2020 21:42 1/17/2020 11:32 26 13
1/10/2020 16:31 1/14/2020 11:12 32 14
 Software one Ageing RCA

Reason 1 : IZT took 8 extra days to analyze

User confirmation : 9 Days (3
Strikes ).
9 to other team members
the ticket
Reason 2 :3 Days delay because of Adhoc
basis enchancement .
Reason 3 : 9 days took user to repsond on
the solution provided
Gaps Identified : When Adhoc Enchacement
comes to team need to assign other tickets
Process Crorection : Cardence call on each
and every ticket on every day mornning
with action plan for the say
Owner / Responsibilty : Prasanth
Timeline to complete :14-02-2020

Reason 1 : IZT took 3 extra day to respond

and analyze came out with queries
Reason 2 : dealy of 10 days from user not
allowing for strike
Gaps Identified : Delay of 3 days due to
User confirmation : 12 Days (1 Week end and user not allowing for strike
Strikes ). polciy requsted to hold the ticket tll he test
12. Process Crorection : Strictly follow the 3
strike policy form IZT
Owner / Responsibilty : IZT
Timeline to complete : 14-02-2020
 Reason 1 : IZT took 3 extra day to respond
and analyze came out with queries because
she was busy with other task(PPQ
notification) and this is new enhancement,
they have to check existing functionality as
well.
Reason 2 : She was busy with PPQ
17 Notification on 22-01-2020, 23-01-2020 &
24-01-2020.
Reason 3 : User to respond on the solution
provided
Gaps Identified : Delay of
Process Crorection :
Owner / Responsibilty :
Timeline to complete :

Reason 1 : IZT took more time to respond

and analyze came out with queries. It took
time to find the root cause of the issue.
Reason 2 : User to respond on the solution
provided
17 Gaps Identified : Delay of x days due to ????

Process Crorection :
Owner / Responsibilty :
Timeline to complete :

Development team is looking into it

Reason 1 :
Reason 2 :
Gaps Identified : Delay of x days due to ????
17
Process Crorection :
Owner / Responsibilty :
Timeline to complete :
 Reason 1 : IZT took more days to respond
and analyze came out with queries. We are
unable to find the root cause of the issue &
have given the same update to SWO team
Reason 2 :
17 Gaps Identified : Delay of x days due to ????

Process Crorection :
Owner / Responsibilty :
Timeline to complete :

Reason 1 : IZT took more days to respond

and analyze came out with queries. We are
unable to find the root cause of the issue &
have given the same update to SWO team
Reason 2 :
Reason 3 :
17
Gaps Identified : Delay of x days due to ????

Process Crorection :
Owner / Responsibilty :
Timeline to complete :
 Reason 1 : IZT took more days to respond
and analyze came out with queries. This is
the complex
Reason 2 :
Gaps Identified : Delay of x days due to ????
17
Process Crorection :
Owner / Responsibilty :
Timeline to complete :
 Reason 1 : IZT took 6 extra days to analyze
came out with queries to SWO
Reason 2 : Additional 3 days Delay in
further analysis & come up with action
Reason 3 :Additional 4 days delay , awaiting
deployment window.
Reason 4 : After deployment in UAT user
came up with more requirement
Gaps Identified : Delay of 6 days due to
Ignorance & All Ehanacement during
Awating User Repoonse : 5 Days
User confirmation : 15 Days (5 weekends & User Requirement changes
after UAT .
Strikes ).
Process Crorection 1 :Team members
20 working on enhancement tickets will
dedicatedly focus on completing the
enhancement. There existing tickets to be
handed over to the team.
2 new team members are being trained to
support.

Owner / Responsibilty : Prasanth - IZT

Timeline to complete : 17-02-2020
 Reason 1 : IZT took 3 extra days to respond
and analyze came out with queries
Reason 2 : SWO took 8 days to create
stories
Reason 3 : 5 days delay from IZT in
SWO - 8 days ( In creating
enquiring status of Stories
stories ) Gaps Identified : Followup with SOW team
User confirmation : 9 Days (3
missing
Strikes ).
17 Process Crorection : Cardence call on each
and every ticket on every day mornning
with action plan for the say
Owner / Responsibilty : IZT
Timeline to complete :14-02-2020
Reason 1 : IZT took 13 extra days to respond
and analyze came out with queries
Reason 2 : IZT took another 7 days to inform
SOW about the issue
Reason 3 : 2 request raised in same ticket
Gaps Identified : Delay of 20 days due to
incorrect analysis and not taking help from
internal development team
Process Crorection 1 :Sr . Tech consultant
will be roped to assist with technical
analysis and debugging
Process Crorection 2 :IZT team should
inform user not to create mutliple issue in
one ticket
Owner / Responsibilty :Prasanth
Timeline to complete : 14-02-2020

Reason 1 : User not provided correct info

inspite of requesting many time
Reason 2 : 7 Dyas the ticekt was with ITST
L1 team
Reason 3 :
Gaps Identified : NA
Process Crorection : NA
Owner / Responsibilty : NA
Timeline to complete : NA
 Reason 1 : IZT took 7 extra days to transfer
the ticket from one user to another
Reason 2 : 2nd IZT user took another 6 days
to analyis and revet to customer
Reason 3 : 9 days took user to repsond on
the soluion provided
Gaps Identified : Delay of 13 days due to
User confirmation : 9 Days (3 incorrect analysis and not taking help from
Strikes ).
internal development team
9
Process Crorection : Cardence call on each
and every ticket on every day mornning
with action plan for the say
Owner / Responsibilty : Prasanth
Timeline to complete : 14-02-2020
 Reason 1 : IZT took 14 extra days to respond
and analyze came out with queries to client
Reason 2 : User not responded even after 4
strikes ( 12 days)
Reason 3 :
Gaps Identified :Delay of 13 days due to
User confirmation : 9 Days (4 incorrect analysis and not taking help from
Strikes ). internal development team
12 Process Crorection :Cardence call on each
and every ticket on every day mornning
with action plan for the say
Owner / Responsibilty : Prasanth
Timeline to complete :14-02-2020
Remarks
[20-01-2020] We have analyzed on 20th jan and
checked the requirement, they want some more
columns in report for this. So, we have created a
data base view for this on GSDC dev instance.
[27-01-2020] After creating Database view , I had
some queries and i have checked it once with the
user.
[29-01-2020] User has replied. We were discussing
daily status call.
[03-02-2020] I had discussion with SWO Team, they
told me We can give the module access to USER
where he can see the columns.I checked , the user
does not have any role. Again I asked the swo team,
After their confirmation I had given the role to
USER.
[2020-02-05]Post reply from SWO Team, I have
provided the module to USER where he will be able
to see the columns, But till now we did not get the
response from the USER.

[20-1-2019] I had added the Category , Subcategory

& task in request table.
[22-01-2019] I had asked an query to USER
regarding the Incident module.
[24-01-2019] Post discussion with SWO team, I had
shared the sample excel sheet with USER where he
will fill the data for incident module.
[28-01-2019] After getting update sheet, I had
worked on this
[31-01-2019] I had added the category ,
subcategory & task in incident module & I asked to
user to check on the internal instance.
[10-02-2020] I got the reply from the user , User
was busy his workshop,He will update on this.
[21-01-2019] This is the new enhancement. I had
checked on this Requirement on Dev instance,
How can we proceed this, For this I have created
document as well.
[27-01-2020] Post analysis, I had sent a queries to
User.
[31-01-2020] I sent reminder to User for reply.
[5-02-2020] He has repied on the queries & asking
for notification template.
[6-02-2020] I had created the sample notification
template & shared with User.
[07-02-2020] He is ok with template. Now We had
put the state "pending vendor " , We had started
working.

[21-1-2019] I had started the analysis.

[22-01-2019] I told the user, what was the issue? I
did not get the reply from user.
[05-2-2020] Also I found the solution , I have
implemented on internal instance & ask user to
test. Till now I did not get the response from user.

As per Discussion with SWO team , Development

team was working on the issue So I had put the
state "Pending partner vendor". On daily status
call , We were discusssing with the SWO team.
[2020-02-05 ] Issue has been fixed & I told user to
check & confirm.
We are not able to find the root cause of it. I have
also given the update on same to SWO team. Apart
from that we have also checked this issue with
development team So it has been taken time.

[09-01-2020]We had analyzed the issue to find root

cause. Also we had asked any related tickets to
User.
[20-01-2020] He replied on ticket , they dont have
any other ticket.
Still we were unable to reproduce the issue.
[04-02-2020]Development team had raised a HI
TICKET to service now.
Mail was going through this incident with swo
team. We had tried run the script in last weekend
but because of some error we could not able to do
it.
Reason : We run background script to update all
previous assignment group and assigned to, but it
did work as expected.
In which table, all field previous data stored that
did not capture to it.
Whenever user view history then only history
records get generated in system history table.
The records which we want to update.history data
is not available in history table for that records
Because of that reason our background script did
not work.
There are 44k records. It is not possible to go to
each record and view the history.
We sent a mail to SWO Team regarding this.
07/01/2020 :Initially checked what was the issue ,
ticket consists of long conversation took help with
development team understanding this issue .

13/01/2020 : After analyzing complete ticket get to

know since it is request.Need to create drop down
values and same asked with user were it need to be
create on wat item level feild should visibile.

14/01/2020:regarding this issue discussed with

SoftwareOne team in call , and asked permission to
proceed with it.
15/01/2020 : Asked user to provide complete list of
dropdown values.
16/01/2020 : 20
Re-informed user to provide complete list of
dropdown values after 10 min user replied with
Some more time will be required here since
multiple teams need to share the details :-)
I expect that we can share soon.
17/01/2020 : user gave list of values that was
around 320 values which need to be created on
17th i created around 50 values.
20/01/2020 : on 20th i created another 50
dropdown values.
on 21st i created all remaning dropdownvalues i.e
were around 210.
22/01/2020 :
user replied with there were 2 missing values and
another 3 new values need to be added
again made changes in dev instance and move to
UAT instance.and asked user to check and waiting
for confiration.
23/01/2020 :on 22nd i checked with development
team regarding moving updateset to UAT instance
and asked user to test the requirement.
13/01/2020 : Initially checked what was the issue ,
15/01/2020:
regarding this issue discussed with SoftwareOne
team in call , and asked permission to proceed with
it.In call we get to know since it is defect need to
create defect then only we can proceed to solve
issue
17/01/2020 : created new defect tracker sheet and
mentioned regarding this issue in it and sent for
Softwareone team for creating defect/story.
20/01/2020 : checked the status whether defect is
created or not and also discussed with
development team regarding this issue
21/01/2020 : Here we found that there was 2 UI
policy running behind it which causing error.
22/01/2020 :
to disable this error we need permission from
softwareOne team and in call we disscussed
regarding this issue ,
23/01/2020 :SoftwareOne teamgave permission to
proceed.We made changes in dev and in
Production and asked user to check that issue is
been fixed waiting for user confirmation
06/02/2020 : after 2nd strike done replied user
with same message issue is fixed please check and
confirm us
15/01/2020 :Initially checked what was the issue ,
in ticket
user mentioned 2 requests in same request.
16/01/2020 : discussed with development team
regarding this issue we analyzed Rest api's and
business rule running behiind it.among 2 request 1
request is resolved by running background script
17/01/2020 :Since there was another request
which took assit from SoftwareOne team regarding
this issue
23/01/2020 : Queried with QuerySheet sent to
softwareOne team to provide assit for the ticket
24/01/2020 : Didn't get what was the actually
issue , searching which all the scripts running
behind it.
27/01/2020 :
Finally with help of development team and
softwareOne team assitance found the issue and
worked on it and issue is been fixed i.e today (11-
feb) now waiting for user confirmation.

21/01/2020 : 7
asked user to provide proper USer-ID and for which
instance acces required
22/01/2020 : 16
after 2nd strike again asked user to provide proper
user-id and instance name
23/01/2020 : checked for whether user provided
details.user didn't provided details
24/01/2020 : 10
User didn't replied and disscused with softwareOne
team regarding this acces issue softwareOne team
said assign this ticket back to ITSD team later ITSD
23/01/2020 :Initially checked what was the issue ,
in ticket
24/01/2020 : Analyzing the ticket
Still didn't get what what was the issue reagrding
this ticket, Since there was 2 to 3 P1 tickets
27/01/2020 : Took help with development team
regarding this issue and found that this was
awareness issue.
30/01/2020 : to explain clearly to user ,initailly we
worked on dev instance to by creating sample
tickets.
31/01/2020 : explained user with sample
examplesand flow of service with attachment ,.
03/02/2020 :
user inreply asked another doubt and explained
that doubt with proper explaination. waiting for
user confirmation and its 2nd strike.
14/01/2020: Ticket got assigned to IZT team on 14-
jan , analayzed the ticket what was the issue??
initially thought its user awareness issue.and
explained user with samples and examples.
16/01/2020 :On 16th IZT team discussed with
SoftwareOne team regarding this issue in Standup
call and explained about issue.
20/01/2020: SoftwareOne team assist the IZT team
in solving this issue and found there was business
rule and "issue : wrong escaltion alignment
problem
action taken changes need to be done in workflow
activities".
21/01/2020: Since the issue not found in workflow
activities ,further investigated what was the actuall
issue,to find root cause.
22/01/2020:Discussed with development team
regarding this issue to find root cause for the
issue.serached all bussiness rule running behind it
and escalation counter.
23/01/2020:We found link in escalation matrix
found that counter is incrementing auto.
24/01/2020: to investigate further Asked user to
share Sample tickets.1st strike is applied.
27/01/2020: Replied user with same information to
share examples to investigate case .@nd strike is
applied.
30/01/2020: On 30th 3rd strike applied asked user
to respond with example.
3/02/2020: All 3 strikes are over, But ticket didn't
closed since its request.We further investigated the
issue with development team and sollved the issue
on 11th feb.