Ticket classes
When you create a template in the Ticket Templates application, you specify the class of ticket. The class determines to which types of tickets a template can be applied.
- Defect
- A defect causes a work asset to deviate from perfect operation. When a defect record is created, the goal is to document and track defects, associate existing solutions with defects, and create draft solutions.
- 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.
- 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".
- Investigation
- An investigation records the results of after-action reviews, root cause failure analyses, and failure mode effect and criticality analyses. You can also specify details about the sequence of events during an investigation. When an investigation ticket is created, the goal is to prevent or to minimize the impact of future similar defects and incidents.
- 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.
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. The service request is assigned to an owner, who then creates an incident ticket. From the incident ticket, a problem ticket is generated to diagnose the problem with the Notebook, and then a change work order to repair it.