In the Ticket Types section, you define which ticket types are used in the system and the default settings that apply to them. Here, you specify which ticket types are active and thus available for selection when creating tickets.
In addition, important default settings can be configured for each ticket type, such as numbering, behavior in parent/child ticket relationships, automatic ticket closure, the default category, or the email account used. According to the documentation, up to 8 ticket types can be managed, including 5 predefined ticket types and 3 custom ticket types; active ticket types are then directly available when creating new tickets. Furthermore, for each ticket type, you can configure the default category, the default account for outgoing emails, and escalation behavior, among other settings.
The overview lists the available ticket types along with their key properties. This allows you to quickly compare, review, and open ticket types for editing
The detail view of a ticket type is used to maintain these properties in a targeted manner. In the General section, you can edit the basic properties of the ticket type. Additional tabs such as Ticket Form, Priority Matrix, and Impact Matrix are also available. On the General tab, you can specifically define the escalation behavior, a default category, and the email settings for the ticket type.
The following setting options can be made per ticket type:
•Title: This is where you define the name of the ticket type. This title is displayed in the ticket forms and in the ticket list. Changing the name does not automatically affect predefined views in the ticket area.
•Prefix: This field is used to define the number prefix for the ticket type, for example, INC for Incidents. This prefix is part of the ticket number and makes it easier to directly assign a ticket to its type.
•Ticket closure after x days: Here you specify after how many days a ticket of this type with the status “Resolved” is automatically transferred to the “Closed” status. The default is 10 days, but any whole number of days can be entered.
•Default Account for Outgoing Emails: A default account for outgoing emails can be specified for each ticket type. This account is used when emails are sent directly from the ticket. If no specific account is set, the generally defined default account from the email settings is used instead. If only one outgoing account is used in the system anyway, this setting is usually not relevant in practice.
•Main/Sub-Ticket Behavior: This setting determines how tickets of this type behave within ticket relationships. Three options are available: Main Ticket controls Sub-Tickets, Sub-Tickets control Main Ticket, or No Dependency Between Tickets. This setting is important when tickets are linked together and their processing statuses or workflows are intended to be interdependent. The behavior defined in the ticket type forms the basis for the subsequent ticket relationship.
•Priority Matrix Enabled: This option controls whether a priority matrix is used for the ticket type. If the feature is enabled, prioritization can be performed based on the designated matrix logic.
•Impact Matrix Enabled: This option determines whether an impact matrix is active for the ticket type. This allows the impact for tickets of this type to be assessed or derived using the corresponding matrix.
•Status: The status controls whether the ticket type is active. Only active ticket types are available for selection when creating new tickets.
•Escalation: This section defines the basic escalation behavior for the ticket type. Here, you specify how tickets escalate when SLA time targets are exceeded or are at risk of being exceeded. Two options are available: hierarchical escalation and functional escalation.
•Functional escalation: When this option is enabled, escalation is handled by the default assignee from the category assigned to the ticket.
•Hierarchical escalation: When this option is enabled, escalation is handled by a predefined group.
•Escalation group: In this field, select the group that will be notified or used when hierarchical escalation is enabled.
•Default Category: Here you can specify a category that will be automatically selected when a new ticket of this type is created. The category can be changed later in the ticket and may be overridden if a ticket template is used. If a default category is set, the category field can be automatically hidden in the creation form, while it remains visible in the editing form.
•Email Settings: This section provides additional settings for email processing for this ticket type.
The detail view for a ticket type is used to manage its specific properties. In the General section, you can edit the basic properties of the ticket type.
Additional tabs, such as Ticket Form, Priority Matrix, and Impact Matrix, are also available. On the General tab, you can specify the escalation behavior, a default category, and the email settings for the ticket type.
