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As a Network Engineer, I hated filling out tickets. Anytime a router would reboot or a power outage took place at a remote site, the resulting ticket generation took up about 50% of my day. If there had been a way to automate ticket creation, I would have saved a lot of time. The only thing unique to provide would have been case-specific comment sections needing additional information about the issue.
While ticket creation was a vital activity, automating this was not an option at the time. This is surprising because my management was always asking me to include more information in my tickets. Tickets were often reviewed months later and sometimes never got created or did not have much relevant information included.
Fast forward to today, companies are now data mining from tickets with a standard set of facts that are pulled directly from the device during ticket creation, such as network platform, software version, uptime, etc. Network operations (NetOps) teams now use massive amounts of ticket data to make budget decisions.
For example, if there were 400 network outages due to power issues, NetOps could then make a case to spend $40,000 on battery backups, having proved Continue reading