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The ticket properties contain all the important information and functions that define a ticket in more detail. Some of these are already filled in during the first entry steps, but can be further detailed and supplemented in the "Classification" ticket state . Individual fields and functions are only displayed for certain ticket types.

 

 

•Displayed title: The ticket title can be adjusted here up to the "Completed" state if the automatically generated title from an e-mail or Self-Service Portal does not correctly reflect the content of the ticket.

•Category: The ticket category controls the correct classification of a ticket and the assignment of a default responsible. The category is a mandatory field that has to be filled in "Classification" at the latest. The category can be filled automatically via a ticket template or a defined default category for the ticket type. However, this can be changed again at any time.

•Cost center: Only displayed, when activated for the ticket type. Cost centers assigned directly to the person concerned or to the top-level org unit can be selected. The field is automatically filled if a unique direct cost center exists for the person

•Source: The source indicates the communication channel through which a ticket was received, e.g. e-mail, Self-Service Portal, telephone, etc.

•Service: If the service orientation is activated by the administrator and corresponding services are mapped in the Asset DB, the affected service can be selected here in addition to the category. The service may have been assigned a different SLA contract than the person concerned.

•Template: Here, you can find information about the used template of the ticket (ticket templates). The template contains predefined tasks, a category assignment, and further automatic presettings for the ticket and can only be used during ticket creation. The field is only visible if a template has been selected during ticket creation.

•Priority: The priority can either be selected directly or calculated from the priority or the impact of a ticket, depending on how the administrator has specified this for the respective ticket process. The gradations and calculation matrix of the priority can be defined by the administrator. The indirect calculation of the priority takes place when the ticket is saved. For ticket types Change and Release, further classification options are available, e.g. for "Risk".

•Executing bMS Job: Selection of the planned bMS job and, if necessary, time-based execution planning. Important in classification, especially for jobs requiring approval. (If a baramundi Management Suite integration is available and activated by the administrator for the ticket type).

•Stakeholder (optional): The stakeholder list displays additional persons assigned to the ticket (indirectly affected persons). For example, the responsible or assigned persons of the ticket's affected asset or additional persons can be assigned (this list is not filled automatically). The persons of this list can be informed manually via message individually. The list can optionally be displayed per ticket type