THE WHATIS.COM WORD-OF-THE-DAY October 2, 2003
trouble ticket ________________ SPONSORED BY: CA Unicenter(R) infrastructure management software INFRASTRUCTURE SELF-MANAGEMENT Unicenter infrastructure management software from CA enables your infrastructure to manage itself, enabling IT managers to focus more on the business of business - and not the business of maintenance. Unicenter ensures that your IT is always in sync with your business, so you can be more responsive than ever to a constantly changing marketplace. http://WhatIs.com/r/0,,18899,00.htm?ca ________________ TODAY'S WORD: trouble ticket See our complete definition with hyperlinks at http://searchcrm.techtarget.com/sDefinition/0,,sid11_gci927714,00.html A trouble ticket (sometimes called a trouble report) is a mechanism used in an organization to track the detection, reporting, and resolution of some type of problem. Trouble ticketing systems originated in manufacturing as a paper-based reporting system; now most are Web-based and associated with customer relationship management (CRM) environments, such as call centers or e-business Web sites, or with high-level technology environments such as network operations centers (NOCs). A number of companies make software for trouble ticketing, such as NesterSoft's Request Commander. Several other types of software, such as Bluebird, include a trouble ticket component. The Internet Engineering Task Force's Network Working Group specified requirements for a trouble ticketing system in RFC 1297 (NOC Internal Integrated Trouble Ticket System Functional Specification Wishlist). In the RFC document, the author compares the trouble ticket to a patient's hospital chart, because both define a problem and help to coordinate the work of several different people who will work on the problem at different times. ______________________ RELATED TERMS: customer relationship management http://searchcrm.techtarget.com/sDefinition/0,,sid11_gci213567,00.html call center http://searchcrm.techtarget.com/sDefinition/0,,sid11_gci211736,00.html network operations center http://searchnetworking.techtarget.com/sDefinition/0,,sid7_gci214122,00.html Bluebird http://searchnetworking.techtarget.com/sDefinition/0,,sid7_gci530517,00.html ______________________ SELECTED LINKS: SearchCRM offers a collection of Best Web Links for "Customer Care and Tracking." http://searchcrm.techtarget.com/bestWebLinks/0,289521,sid11_tax287007,00.html The Network Working Group's RFC 1297: NOC Trouble Ticket Requirements provides more information. http://www.faqs.org/rfcs/rfc1297.html A Nortel document walks you through the trouble ticket workflow procedures in "Workflow Scenario: Trouble Ticket." http://distribution.cs.ncl.ac.uk/projects/workflow_system/98-03-10.pdf ______________________ TODAY'S TECH NEWS: SIEBEL GETS BACK IN HOSTING GAME WITH NEW IBM DEAL Siebel and IBM will confirm months of speculation today when they roll out a joint offering for hosted CRM. http://searchcrm.techtarget.com/originalContent/0,289142,sid11_gci930350,00.html OPENSSL FLAWS EXPOSE SYSTEMS TO REMOTE AND DOS ATTACKS After the discovery of three vulnerabilities this week, experts are recommending that administrators upgrade their OpenSSL implementations. http://searchsecurity.techtarget.com/originalContent/0,289142,sid14_gci930196,00.html EMC ADDS WINDOWS, ATA DISK SUPPORT FOR NEW NAS LINE EMC is banking on the acceptance of NAS, traditionally relegated to a world of workgroup and departmental storage, in the data center with a new line of products including a Clariion-Windows hybrid. http://searchstorage.techtarget.com/originalContent/0,289142,sid5_gci930192,00.html >> Catch up on all the latest IT news at http://searchtechtarget.techtarget.com/ _____________________ QUIZ #43 | Ruling Your IT Universe You don't need to be a control freak to do well on this week's quiz - but it'll help! We think you'll be amazed at how many IT management terms you know. >> Take the quiz http://whatis.techtarget.com/definition/0,,sid9_gci921917,00.html ______________________ SECRET WORD-OF-THE-DAY | What is IT? Birds do it; sometimes bees do it! In an IT context, however, it can involve moving to new hardware or software or moving data from one kind of database to another. >> See if you're right! http://whatis.techtarget.com/definition/0,,sid9_gci912641,00.html ______________________ HOROSCOPES FOR GEEKS | October (NEW!) Find out what the planets have in store for you this month! http://searchcio.techtarget.com/sDefinition/0,,sid19_gci919205,00.html _____________________ FREE WHITE PAPER | On-demand computing On-demand computing is an enterprise IT model in which computing resources are made available to the user as needed. In the next few years, industry insiders expect on-demand computing to become the most popular enterprise computing model. >> Click here for white paper http://www3.ca.com/Files/WhitePapers/next_generation_ondemand_wp.pdf >> Browse all our white papers http://whatis.techtarget.com/guideToWhitePaper/0,294410,sid9,00.html ______________________________ RECENT ADDITIONS AND UPDATES [1] beaming http://searchmobilecomputing.techtarget.com/sDefinition/0,,sid40_gci929540,00.html [2] WiMAX http://searchmobilecomputing.techtarget.com/sDefinition/0,,sid40_gci929334,00.html [3] horizontal scalability http://searchcio.techtarget.com/sDefinition/0,,sid19_gci929011,00.html [4] Words-to-Go glossary: outsourcing http://searchcio.techtarget.com/sDefinition/0,,sid19_gci928601,00.html [5] ICT http://whatis.techtarget.com/definition/0,,sid9_gci928405,00.html ____________________________________________________________________ ::::::::::::::::::: WHATIS.COM CONTACTS ::::::::::::::::::: MARGARET ROUSE, Site Editor ([EMAIL PROTECTED]) IVY WIGMORE, Consulting Editor ([EMAIL PROTECTED]) LOWELL THING, Consulting Editor and Founder ([EMAIL PROTECTED]) ::::::::::::::::::::: ABOUT THIS NEWSLETTER :::::::::::::::::::::: This newsletter is published by TechTarget, the most targeted IT media. http://www.techtarget.com Copyright 2003 TechTarget. 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