Create/Edit an ITMS Ticket

ITMS stands for IT Management Service.

Who can raise ITMS request tickets?

Customers/Requestors: Any employee of Exela can raise ITMS tickets against a Project/Product.

Agents: ITMS tickets can also be raised by agents, provided they have access to raise a ticket against another group. In timo.ai, agents would need permission to create a ticket against a peer group.

Requesters can view ITMS in the Ticket Type dropdown, and a new set of attributes will be displayed.

ITMS tickets' change type is classified as Normal, Standard, & Emergency.

Emergency tickets will directly go to the Function Head for approval. In the lower right bottom of the UI, on clicking the up arrow, options will be displayed to approve the ITMS FH approval.

Submission, review, routing, and updating of ITMS status will happen based on the ITMS Status & Group to which the user is mapped.

For the respective Deployment teams, the below options will be enabled.    

For the Normal queue, the manager can review & route it to the CAB review. For the Standard flow, the manager can skip the CAB review and submit it to the deployment team.

For special request categories (F5, Firewall, RouterSwitch, etc.), the ticket will move to SME review before getting routed to Manager Review.

Based on the ITMS status and action, the ticket will traverse from one group to another. Finally, when the ticket moves to the Deployment queue, based on the request category, the respective IT team group will be assigned for action.