An aspect of the present disclosure facilitates resolving tickets in a multi-tenant environment. In one embodiment, a server receives a ticket for a tenant from a ticketing system and then determines a gross job representing a class of jobs suitable for resolution of the received ticket. The server then identifies a set of values for a set of system parameters characterizing the computing resources serving the tenant. The server selects a target job based on the combination of the determined gross job and the set of values for the set of system parameters. The selected target job is then executed to cause resolution of the ticket for the tenant. According to another aspect, the server performs the above noted actions automatically without manual intervention, in response to adding of the ticket into the ticketing system.