  Ticketing system is common in Technical Support in Information Technology
Industry. At present time, even management is using it. It serves as a way to
connect the company and the client, end to end. The researchers conducted
research where it aims to come up with a solution on how we are going to
prevent, troubleshoot, and give insight for possible business impact to those
everyday issues. Researchers used data collection to gather data from
management, support workers, and Service Now open-source ticketing system to
visualize the ticketing system application. Critical ticket gives a lot of
pressure to the resources as they needed to resolve the incident in accordance
with the service level agreement. Having knowledge management helps resource to
find references on how to deal with the incident. It helps them to execute
workaround quickly and think of a way on how to resolve it permanently. It is
concluded that critical and auto ticket affects the everyday productivity of
the worker especially teaching new employees despite ongoing critical
incidents. Researchers provided solutions such as knowledge Management and
Dashboard to document all the solutions encountered and monitor the SLA and
incoming tickets. It is recommended to have further research on how critical
and auto ticket affects the mental health of resources and its direct impact to
businesses. It is also recommended to have a study on how knowledge management
work and help resources to identify correct workaround despite of having a lot
of troubleshooting guides.
