1. Tickets are allocated to agents based on their skills and availability.

  2. The mentor's name must be included in the tags to identify the team and for monthly audits.

  3. The type of ticket will be the project name.

  4. The status of the ticket must be updated as per the task.

  5. The priority of the ticket must be set according to the SLA.

  6. The group responsible for the ticket will be the DevOps team.

  7. The agent's information must be provided in the agent field.

  8. The agent must ensure first response and track the time taken to complete the ticket in a private note.