NEW TICKETING TOOL - LEARNING LAUNCH 

 CHALLENGE 

 I worked in an organization where I belonged to a department which was responsible   for monitoring and maintaining the servers of the organization and also working with   clients who were also part of the organization but were located in abroad and   resolving their issues . The clients used to raise a ticket for those issues . Once it so   happened that a particular client had raised an issue a week ago and it got missed   out due to the not so efficient ticketing tool which we used and the client got   frustrated and hence reached out to the head of our department directly . So our   team and head had a discussion and came out with various ideas to solve the   problem . We wanted to implement a temporary solution immediately to satisfy the   unhappy client and also a permanent solution to avoid such a situation in the future .   So for the temporary solution , we immediately assigned a dedicated person who   coordinated with the client and completed the work but we worked on the long term   solutions . 

 SELECTION 

 Our team generated a lot of ideas regarding either to improve the existing tool or to   go for a new tool and finally after a lot of discussions we wanted to try the new tool   since the new tool had many features like filtering the tickets using date , notification   to official mail whenever a ticket is raised and also when it is resolved and also we   can add extra features through additional programming so we selected learning   launch tool to try this tool to solve our problem . 

 APPLICATION 

 In the first phase of learning , launch , we tried the first idea wherein we adopted and   tested a new platform ticketing tool called service now and got trained in that and   tried working on it by installing it in one of our systems . Feedback of the new tool   using survey was collected from the members of the team and also from the clients .   From the survey , it was decided to conduct more training on the new platform to   make our team comfortable in the new platform before implementing it officially . In   the next phase of learning launch , we tried the second idea wherein we asked the   clients to allocate severity to the tickets raised by them so that the most important   and urgent ones get immediate attention . Also , we integrated this feature into the   service now platform . The demo of this went really well and on getting feedback from   clients they felt this one very useful and they also suggested some more   improvements on it which we planned to implement in near future . 

 INSIGHT 

 The learning launch tool helped us to solve the problem of tickets getting unnoticed   and also lead us to adopt a new platform because of which the ticketing process also   become clear and easy to use for both our team members and clients . But initially   our team and team head were apprehensive to move to a new platform almost 

 immediately and hence the change to the new platform was gradual and steady ; so   that the sudden new change does n't create any chaos . 

 APPROACH 

 According to my opinion for this problem , the storytelling tool might also have been   useful and less time consuming if someone who had already experienced such a   situation would have given these ideas instead of the idea generation process . 


EMAIL: 
ID_NUM: 
NAME_STUDENT: 
PHONE_NUM: 
STREET_ADDRESS: 
URL_PERSONAL: 
USERNAME: 

### Task: You are a PII (Personal Identity Information) Detection. Given a essays written by students, you have to identify ONLY the following:
NAME_STUDENT - The full or partial name of a student that is not necessarily the author of the essay. This excludes instructors, authors, and other person names.
EMAIL - A student’s email address.
USERNAME - A student's username on any platform.
ID_NUM - A number or sequence of characters that could be used to identify a student, such as a student ID or a social security number.
PHONE_NUM - A phone number associated with a student.
URL_PERSONAL - A URL that might be used to identify a student.
STREET_ADDRESS - A full or partial street address that is associated with the student, such as their home address.
### Input: NEW TICKETING TOOL - LEARNING LAUNCH 

 CHALLENGE 

 I worked in an organization where I belonged to a department which was responsible   for monitoring and maintaining the servers of the organization and also working with   clients who were also part of the organization but were located in abroad and   resolving their issues . The clients used to raise a ticket for those issues . Once it so   happened that a particular client had raised an issue a week ago and it got missed   out due to the not so efficient ticketing tool which we used and the client got   frustrated and hence reached out to the head of our department directly . So our   team and head had a discussion and came out with various ideas to solve the   problem . We wanted to implement a temporary solution immediately to satisfy the   unhappy client and also a permanent solution to avoid such a situation in the future .   So for the temporary solution , we immediately assigned a dedicated person who   coordinated with the client and completed the work but we worked on the long term   solutions . 

 SELECTION 

 Our team generated a lot of ideas regarding either to improve the existing tool or to   go for a new tool and finally after a lot of discussions we wanted to try the new tool   since the new tool had many features like filtering the tickets using date , notification   to official mail whenever a ticket is raised and also when it is resolved and also we   can add extra features through additional programming so we selected learning   launch tool to try this tool to solve our problem . 

 APPLICATION 

 In the first phase of learning , launch , we tried the first idea wherein we adopted and   tested a new platform ticketing tool called service now and got trained in that and   tried working on it by installing it in one of our systems . Feedback of the new tool   using survey was collected from the members of the team and also from the clients .   From the survey , it was decided to conduct more training on the new platform to   make our team comfortable in the new platform before implementing it officially . In   the next phase of learning launch , we tried the second idea wherein we asked the   clients to allocate severity to the tickets raised by them so that the most important   and urgent ones get immediate attention . Also , we integrated this feature into the   service now platform . The demo of this went really well and on getting feedback from   clients they felt this one very useful and they also suggested some more   improvements on it which we planned to implement in near future . 

 INSIGHT 

 The learning launch tool helped us to solve the problem of tickets getting unnoticed   and also lead us to adopt a new platform because of which the ticketing process also   become clear and easy to use for both our team members and clients . But initially   our team and team head were apprehensive to move to a new platform almost 

 immediately and hence the change to the new platform was gradual and steady ; so   that the sudden new change does n't create any chaos . 

 APPROACH 

 According to my opinion for this problem , the storytelling tool might also have been   useful and less time consuming if someone who had already experienced such a   situation would have given these ideas instead of the idea generation process .
### Output: 