🎥 SCENE: “Ticket HQ” – Inside the system 👾
Camera zooms inside a ServiceNow dashboard.
A single glowing ticket appears — Ticket #10098 – Email not loading
🎧 Narrator (Morgan Freeman style):
“I was born broken…
Created by a frustrated user,
Assigned, reassigned, escalated, delayed…
But I had a dream — to be resolved. To be closed with pride.”
🎯 That’s a ticket’s life cycle in ITIL.
Let’s walk through it — human-style:
🧾 Step-by-Step Ticket Life Cycle
| Stage | Description |
|---|---|
| 1. New 🆕 | Ticket is created by user or auto-system |
| 2. Assigned 👨💻 | Goes to a support group or technician |
| 3. In Progress 🔧 | Engineer starts investigating |
| 4. On Hold ⏸️ | Waiting for user input, vendor, hardware |
| 5. Escalated 🚨 | SLA breach risk? Escalate to higher team |
| 6. Resolved ✅ | Issue fixed, solution added |
| 7. Closed 🔒 | User confirms it’s resolved or auto-closes |
🕹️ Who Touches the Ticket?
- 👨💼 User – Creates ticket
- 🧑💻 Service Desk Agent – First responder
- 👨🔧 L2/L3 Engineer – Handles complex stuff
- 👩🎓 Change/Problem Team – If linked to bigger issues
- 📊 Manager – Monitors SLA, quality
📉 If You Skip These?
- Confusion: “Who’s handling this ticket?”
- Breaches: “Why is it still open?”
- Zero analysis: No root cause tracking
That’s why tools like ServiceNow, Zoho Desk, etc. enforce each stage.
🔁 Loopback Alert!
Sometimes:
- You mark Resolved
- But user reopens: “Issue not fixed!”
Ticket goes back to In Progress 🔄
This loop can repeat until everyone’s happy or frustrated 🥲
🧘 Simple Summary
| Stage | Role | Emoji |
|---|---|---|
| New | Created by user/system | 🆕 |
| Assigned | Sent to team/agent | 👨💻 |
| In Progress | Under investigation | 🔍 |
| On Hold | Awaiting info | ⏸️ |
| Escalated | Higher team called | 🚨 |
| Resolved | Fix completed | ✅ |
| Closed | Done & dusted | 🔒 |
🎬 Tomorrow’s Teaser:
Day 7: ITIL Roles – Who Does What in This Drama?
“Agent, Resolver, Approver, CAB – the full cast revealed!” 🎭
⚠️ Disclaimer:
This is a fun and simplified series for learning ITIL.
For certification, please check PeopleCert, Axelos, or official learning portals.
