Common ticket concepts and tasks

Incidents, problems, and service requests are types of tickets. Many aspects of working with a ticket are similar regardless of the type of ticket.

Characteristics of a ticket
All tickets have certain characteristics, including status, priority, an owner, and relationships to other records.
Working on a ticket
When you work on a ticket, you want to identify the problem, provide a solution, and record your actions for possible reuse.
Using maps
If your administrator configures mapping for all of your sites, you can view maps that give you a more complete picture of how assets, configuration items (CIs), and other resources are geographically distributed.
Working with assets, CIs, and locations
If a ticket affects one or more assets, configuration items, or locations, you can specify those on the ticket.
Editing the history of a ticket
After an incident, problem, or service request has reached a closed status, it is archived. To modify an archived ticket, use the Edit History action on any tab of the ticket application. The system records all of the changes that you save in a history record.
Deleting a ticket
You can delete a ticket (an incident, a problem, or a service request), but only when it is a certain status and only when transactions have not been written against it.
Searching for values
You can search for a row or record that contains a particular value.
Selecting a value
You can choose a value for some fields in the system.

Parent topic: Working with Service Desk