The system is delivered with 5 built in Ticket types. When a Ticket is created it will get a prefix hat indicates what ticket type it has + a serial number. The number is unique for the system, not for the case type, which means that there is one and only one Ticket with ID 512 no matter of what ticket type it is. The following table lists all available system types. Note that it is possible that not all of these are in use in our system.
|
Ticket type |
Prefix |
Description |
|
(Standard) |
REQ |
Questions from End users |
|
Incident |
INC |
Report of unplanned interruptions of a service or a CI that malfunctions. Both of which have the potential to disrupt the normal operation. |
|
Problem |
PRB |
If many user report the same incident or different incidents derive from the same problem they can be grouped by linking them to a Ticket of problem type. |
|
Change |
CHG |
If the problem(s) require a major intervention, in the form of a project or investment, you can create a Change process. |
|
Service
request |
SCO |
Tickets that are created as a result of End users making an order of a product or a service. |