Ticket classes

When you create a template in the Ticket Templates application, you classify the type by choosing from one of three classes of tickets. The class of the ticket defines the purpose of the ticket.

Service Request

A service request (SR) is generally a request for information, help, or service. It acts as a mechanism for capturing requests and assigning work. Some service desk organizations might choose to open an SR for all incoming requests, whereas others might open incident or problem records directly from a call.

Problem

A problem is an issue with an unknown cause. After the cause of a problem is identified, any new tickets that a user creates for the same problem can be flagged as a "known problem."

Incident

An incident is a disruption to normal service. When an incident ticket is created, the goal is to restore normal service as soon as possible.

Example

The notebook of an employee fails. The employee calls IT to report the failure, and a user opens a service request ticket to document the request. After the service request is assigned to an owner, who then creates an incident ticket. The Incident ticket specifies the replacement of the notebook, which reinstates normal service as soon as possible. Next, the service request owner creates a problem ticket to diagnose the problem with the notebook, and finally a change work order to repair it.