Ticketing System

Introduction

Our ticket management system leverages the powerful capabilities of JIRA to effectively manage and resolve issues impacting Third Party Providers (TPPs). This system is aligned with the requirements of SAMA Open Banking policies and processes and is built to ensure transparent, systematic, and prioritized resolution of problems within clearly defined service level targets.

System Overview

The ticketing management system categorizes reported problems and tracks the progress of each ticket from the point of issue identification to closure. It also allows the PASP to identify which problems relate specifically to the operational use of its API service.

Tickets are categorized with priority ratings which consider the severity of the impact on the TPP.

Impact Assessment

Our ticket management process includes an impact assessment. This allows for efficient identification of the level of support a TPP requires and assists in determining the appropriate priority levels for each issue.

Ticket Fields

Each ticket raised in the system will include a variety of fields to capture comprehensive information regarding the issue. The fields are structured in a manner to enable the efficient allocation of appropriate priority levels. These fields include:

1. Name of Reporting Organization: This is the organization that is reporting the issue.
2. Name and Contact Details of Contact at the Reporting Organization: Here, we capture the specific point of contact and their details at the organization reporting the issue.
3. Date Ticket Raised: This field notes the date when the issue was reported.
4. Problem Type/Category: This captures the nature or type of problem that is being reported.
5. Details of the Problem: A detailed description of the issue, including an indication of the likely impact for the TPP.
6. Name of PASP and Brand: The PASP, along with the specific brand (if applicable), that is related to the issue.
7. PASP Environment Impacted: This field denotes whether the issue is in the test or production environment.
8. Severity, as Defined by TPP: Here, the severity level of the issue as defined by the TPP is recorded.
9. Severity, as Defined by PASP: This captures the severity level of the issue as defined by the PASP.
10. Log of All Updates from TPP and PASP: This is a running log of all the updates or interactions between the TPP and PASP regarding the issue.
11. Start Time/Date the Change/Fix is Anticipated to Take Effect and the End Date/Time: If applicable, this field provides the expected start and end dates/times for the issue resolution.
12. Date Closed: The date when the issue was resolved and the ticket was closed.

This structure ensures transparency, efficiency, and prioritization in the resolution process, thereby ensuring a smooth and reliable service to the TPPs.