If the problem is not fully resolved, the ticket will be reopened once the technician receives new information from the customer. (5) After the issue has been fully addressed, it is marked as resolved in the issue tracking system. Ticket status most likely will be changed from open to pending. Any attempt at fixing the problem should be noted in the issue system. (4) As work is done on that issue, the system is updated with new data by the technician. (3) The technician creates the issue in the system, entering all relevant data, as provided by the customer. This information generally includes the environment of the customer, when and how the issue occurs, and all other relevant circumstances. The technician will also ensure that enough information about the problem is obtained from the customer.
(2) The technician verifies that the problem is real, and not just perceived.
Some applications provide built-in messaging system and automatic error reporting from exception handling blocks. (1) A customer service technician receives a telephone call, email, or other communication from a customer about a problem.
'An example scenario is presented to demonstrate how a common issue tracking system would work:
