SoP for Ticket Management

docs/cheaha/ticket_management.md

@@ -0,0 +1,72 @@
+# Standard Operating Procedure (SoP) for Ticket Management and Closure
+
+This Standard Operating Procedure establishes a consistent process for managing support tickets, following up with users, and closing inactive tickets in a timely manner. The goal is to ensure users receive prompt responses
+while preventing unresolved or inactive tickets from remaining open indefinitely. This procedure applies to all support tickets assigned to the team, including technical support requests, access requests, service questions, and other user inquiries.
+
+## Procedure
+
+1. Initial Response
+
+Upon receipt of a new ticket, the assigned team member should review the request and provide an initial response as soon as reasonably possible.
+The response should either:
+
+- Provide a solution or the requested information
+- Ask for additional information needed to investigate the issue
+- Provide troubleshooting steps for the user to complete
+- Inform the user of the next appropriate action.
+
+If a solution is provided or the issue is resolved through the initial response, the ticket may be closed following confirmation from the user or if a response is not gotten within a week.
+
+1. Follow-Up Reminders
+
+If the ticket requires additional information or action from the user and no response is received within 24 hours, a reminder should be sent. If no response is gotten, another reminder should be sent after 7 calendar days, as a follow-up.
+The reminder should briefly reference the previous response and ask the user to reply if they still need assistance or provide any outstanding information required to continue troubleshooting.
+The ticket should then remain open for an additional 7 calendar days after this reminder, before it is closed (14 days after ticket opening).
+
+1. Final Follow-Up and Closure
+
+If the user does not respond within 7 calendar days of the first reminder, a final boilerplate response should be sent and the ticket should be closed.
+Suggested response:
+  “Hello,
+  We have not received a response regarding this request, so we will be closing this ticket at this time.
+  If you still need assistance with this issue, please submit a new ticket and include any relevant information or updates so we can continue assisting you.
+  Regards,”
+
+Closing the ticket does not prevent the user from requesting additional assistance. The user should submit a new ticket if the issue remains unresolved or occurs again.
+
+### Maximum Ticket Inactivity Period
+
+Inactive tickets should not remain open for more than one month. Under the standard workflow, tickets awaiting a user response should normally be closed after approximately 14 days:
+  Initial response → 24 hours Reminder → 7 days Reminder → 14 days Final response and closure
+
+The one-month limit serves as the maximum allowable period for exceptional cases where additional follow-up, coordination, or circumstances justify keeping the ticket open longer when there has been no response.
+
+#### Exceptions
+
+A ticket may remain open beyond the standard follow-up periods when:
+
+- The team is actively investigating the issue;
+- The ticket is awaiting action from another internal team or vendor;
+- The user has indicated they will provide information by a specific date;
+- The issue involves an ongoing scheduled activity or maintenance window; or
+- There is another documented reason for keeping the ticket active (usually in the work notes).
+
+Any ticket approaching one month without meaningful activity should be reviewed. Unless there is a clear reason to keep it open, the ticket should be closed.
+Expected Workflow
+
+**Day 0:** Ticket received and initial response provided.
+**24 Hours:** Send initial reminder after no response.
+**Day 7:** If no user response, send second reminder.
+**Day 14:** If there is still no response, send the final inactivity notice and close the ticket.
+By **Day 30:** All inactive tickets must either be closed or have a documented reason for remaining open.
+
+### Responsibilities
+
+The ticket assignee is responsible for:
+
+- Providing timely responses
+- Monitoring tickets awaiting user action
+- Sending required follow-up reminders
+- Documenting relevant actions in the ticket
+- Closing inactive tickets according to this procedure
+- Ensuring no inactive ticket remains open beyond one month without justification.

mkdocs.yml

@@ -93,8 +93,9 @@ nav:
   - Cheaha:
       - Archiving Modules: cheaha/archiving_modules.md
       - Shell Commands: cheaha/shell_commands.md
-  - GitLab Runner:
-      - Personal GitLab Runner Setup: gitlab_runner/personal_gitlab_runner_setup.md
+      - Ticket Management: cheaha/ticket_management.md
+  - Gitlab Runner:
+      - Personal Gitlab Runner Setup: gitlab_runner/personal_gitlab_runner_setup.md
   - Openstack:
       - VM Migration: openstack/vm_migration.md
       - VM Service Setup: service/service_setup.md