Adding activities to a ticket

Activities specify the work needed to resolve an incident or a problem. These work activities are usually performed by another internal group or by a vendor, while an owner or owner group provides overall management of the incident. For each activity, you can assign an owner, assign labor, record actual labor time, change the status, and perform other actions.

About this task

If you applied a ticket template that contains activities, you can view and edit them on the Activities tab.

1. Display the ticket for which you want to add activities and click the Activities tab.
2. In the Activities table, click theNew Row icon. The system inserts an activity record with the status of Waiting for Approval (WAPPR). You can edit the identifier in the Activity field if your administrator enabled that option.
3. Enter a description in the Activity Description field. To enter additional information, click the Long Description icon.
4. If appropriate, enter a value in the Location or Asset field, or a configuration item number in the Configuration Item field.
5. If appropriate, enter a value in the Vendor field.
6. If appropriate, enter a value in the Sequence field. By default, activities are sorted by sequence.
7. Click the Save icon.

Results

After you save the record, you can use the Activity Processing list to apply any of the following actions to the activity. You can perform these actions on one or more activity records at the same time.

• Select an owner or owner group
• Change the activity status
• Apply a service level agreement (SLA)
• Route the activity into a workflow process