The Ticket Types pages maintains a list of ticket types used to classify tickets. You can create a workflow, run reports and create views based on ticket type.Types of tickets could include:
Service Request: A request from a user for information, or advice. A service request can be for a move, add or change, which relocates, changes or installs some equipment or service. This could be an installation of an application, purchasing hardware or providing additional access.
Incident Ticket: An unplanned interruption to an IT service. An Incident is when something the customer currently has is broken and needs to be fixed as soon as possible. These are commonly referred to as "break/fix tickets."
Problem Ticket: A cause of one or more Incidents. A problem is a condition often identified as a result of multiple incidents that exhibit common symptoms. A problem can also be identified from a single incident, but this incident is significant any can affect many users. For example, a server is down, this problem would create multiple incident request and affects many.
Change Request: A ticket requesting a significant change that may require approval from someone within the clients’ organization.
Creating Issue Types
Select the Admin > Service Desk > Ticket Types page.
