Help Center/ Cloud Operations Center/ User Guide/ Fault Management/ Managing Improvement Tickets
Updated on 2026-06-23 GMT+08:00
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Managing Improvement Tickets

Improvement management is fundamentally positioned to establish a full-lifecycle control mechanism—spanning requirement submission, responsibility assignment, progress monitoring, and issue verification and closure. It standardizes improvement tickets for product functional defects, O&M system weaknesses, and management process gaps identified in the entire fault handling process, ensuring all improvement items are traceable, measurable, and actionable.

A typical O&M improvement scenario: If no alarm rules are configured for a specific exception (for example, interface timeout or resource usage exceeding thresholds), software exceptions cannot be obtained in real time. These gaps risk fault escalation. In response, the O&M team initiates an alarm policy enhancement process—defining alarm thresholds, trigger conditions, notification channels, and response time—and leverages technical measures to improve the timeliness and accuracy of anomaly detection, thereby strengthening proactive risk mitigation capabilities.

Improvement tickets are generated based on key service scenarios, including the review of routine O&M incidents (such as fault rectification and performance-related alarms), assessment conclusions of major fault handling through the war room (emergency command team), weaknesses detection in chaos drills (faults are proactively injected to verify system resilience), and improvement solutions formed in the PRR process. This ensures that all identified risks can be converted into executable improvement requirements, promoting continuous iteration and optimization of the O&M management system.

Process

You can create improvement tickets for incidents, war rooms, chaos drills, and PRRs, accept the tickets, and complete the improvement tasks within an expected time. If you find you are not the handling owner of the improvement tickets, you can forward the tickets to the owner. After the improvement items are completed, they can be closed only being verified by the verification owner.

Figure 1 Improvement management process

Prerequisites

You have created improvement tickets for incidents, war rooms, chaos drills, or PRRs.

For details, see:

Forwarding an Improvement Ticket

During the process of handling an improvement ticket, if you find you are not responsible for the issue ticket, you can forward it to the corresponding owner for follow-up.

  1. Log in to COC.
  2. In the navigation pane, choose Fault Management > Improvement Tickets.
  3. On the Pending tab page, locate the target improvement ticket and click its title to go to the details page.
  4. On the displayed page, click Forward.
  5. In the displayed dialog box, enter the application involved in the improvement ticket and the owner who will receive the ticket.

    Table 1 Parameters for forwarding an improvement ticket

    Parameter

    Description

    Application

    Select an application for which the improvement is performed.

    Receiving Owner

    Select an owner.

  6. Click OK.

Handling an Improvement Ticket

  1. Log in to COC.
  2. In the navigation pane, choose Fault Management > Improvement Tickets.
  3. On the Pending tab page, locate the target improvement ticket and click its title to go to the details page.
  4. On the displayed page, click Handle.
  5. In the dialog box, enter the cause and improvement measures.

    Table 2 Parameters for handling an improvement ticket

    Parameter

    Description

    Cause of Issue

    Enter the cause of the issue.

    The value can contain a maximum of 1,000 characters.

    Improvement Measures

    Enter detailed improvement measures.

    The value can contain a maximum of 1,000 characters.

  6. After the information is entered, click OK.

Verifying an Improvement Ticket

  1. Log in to COC.
  2. In the navigation pane, choose Fault Management > Improvement Tickets.
  3. On the Pending tab page, locate the target improvement ticket and click its title to go to the details page.
  4. On the displayed page, click Verify.
  5. Set parameters for verification.

    Table 3 Parameters for verification

    Parameter

    Description

    Improvement Ticket Verification

    The options are Pass and Reject.

    Reason of Rejection

    This parameter is mandatory only when Improvement Ticket Verification is set to Reject.

    Enter the reason of rejection.

  6. Click OK.

Viewing the Improvement Ticket History

  1. Log in to COC.
  2. In the navigation pane, choose Fault Management > Improvement Tickets.
  3. On the Pending tab page, locate the target improvement ticket and click its title.
  4. Click Improvement History.

    The improvement ticket history is displayed.

Parent Topic: Fault Management