Houston, we have a “Where is the Ticket?”

A simple extension to streamline ticket access in ITSM

Houston, we have a problem here… I didn’t come up with that phrase.

It originated during NASA’s Apollo 13 mission on April 13, 1970, when something went off-plan and needed to be solved quickly through collaboration, creativity, and a great capacity for adaptation.

However, “Where is the Ticket?” (“Cadê o Chamado?”) — that one was created by me 😄

Fortunately, it was born from a much less critical problem, yet one that is very present in our daily lives: the need for more agility when searching for and consulting tickets and changes.

A simple but recurring problem

In the daily routine of IT operations, small repetitive tasks end up consuming more time than they should.

One of them was searching for tickets in the ITSM: logging into the system, navigating to the search bar, adjusting filters, and only then finding the ticket by its ID. It is a simple process, but it repeats several times throughout the day, ultimately impacting the teams’ workflow—especially during peak demand periods.

The idea

From this need, a direct question arose: how can we make this access faster without depending on the ITSM screen being open at that exact moment?

The proposal was never to create something complex or disruptive, but rather a small improvement to help with the daily routine, reducing steps and avoiding unnecessary context switching.

The extension as routine support

From this idea, a browser extension was born, designed as a support feature for IT teams’ routines.

The functionality allows you to query Incidents, Requests, or Changes simply by entering the ticket ID, accessing the information directly in a new tab in a simple and objective way. Fewer clicks, less navigation, and more time focused on what really matters.

It is important to emphasize that the extension was not created to replace the ITSM or its existing flows. The proposal has always been to work together as a support feature, helping primarily during heavy workloads when every eliminated step makes a difference in the daily routine.

Impact on daily routine and customer service

In daily use, this feature contributes to:

• Speeding up the consultation of tickets and changes
• Reducing repetitive tasks
• Minimizing workflow interruptions
• Making recurring processes more fluid

This gain in operational efficiency directly impacts customer service. With more agility in ticket consultation and less time spent on internal tasks, teams can respond faster and more accurately, contributing to more efficient service and increased customer satisfaction. These are small internal improvements that, together, generate positive results for both the operation and the customer experience.

Learning, partnership, and evolution

In addition to meeting a real operational need, developing the extension was a great opportunity for technical learning and exchange with other people in the company.

The code was made available to the entire company specifically with the idea of evolving together. Suggestions, improvements, and new ideas are always welcome. The goal is for this and other features to grow through collaboration between teams.

I am fully available to talk, adjust, improve, or even brainstorm new solutions that help the daily lives of more people.

Acknowledgements

I would like to thank the Premium Squad and, especially, Thais Mota Alves, for the encouragement, support, and partnership from the very beginning. The team’s support was essential in transforming this idea into something useful and accessible for more colleagues.

I also want to thank Edge UOL for encouraging collaborative initiatives and providing space for simple solutions to generate a real impact on daily operations.

Final Considerations

This feature was born from a simple need and continues to evolve based on team usage and feedback.

If the goal is to improve processes, learn together, and build increasingly useful solutions, you can count on me.

Onward to the next features!