PPT Slide

RTT

One ‘ticket’ per request, containing the following :

• All Correspondence under that ticket:

-Customer Emails

-Acknowledgements to Customer

-Replies to Customer from Staff

Stored as files in Unix directories

• Request Details:

-Ticket Number

-Customer

-Type

-Dates: Opened, Closed

-Status

-Log Messages

-Handler

-Origin

-Links to Correspondence files

Stored as Ticket record in SQL database

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