The following ticket types and process areas can be used in ticketing. They are based on ITIL®-compliant vocabulary and the ITIL® specifications:
Incidents; Process: Incident Management
ITIL®-compliant "Incident Management" manages all incident reports throughout their entire lifecycle. The primary goal of this process is to resolve the disruption or impairment of a service or asset for the user as quickly as possible. Incident reports are usually reported by end users, but can also be detected and recorded within IT.
Service Requests; Process: Request Fulfillment
In "Request Fulfillment" according to ITIL®, all requests to the service organization are recorded that do not represent a technical incident but are a (service) performance for the users. Often, these services are preconfigured and offered in a standardized manner in a service catalog or web store. In the ticketing system, the following service request types are distinguished by default:
•Requesting a new service
•Ordering new assets or services, e.g. as items from the web store in the SSP
•Granting/withdrawing access permissions
•General service requests ("Other")
Problems; Process: Problem Management
In Problem Management, the causes of serious or recurring incidents are analyzed, and preventive measures are developed and made available to other processes and functions, such as the knowledge database.
Change Requests/ Changes; Process: Change Enablement
ITIL®-compliant "Change Enablement" ideally documents and processes all changes to existing (IT) infrastructures, systems and services. According to ITIL®, no change may be made to an asset or object in the Asset DB without a documenting change. In this application, however, the change process for changes to Asset DB objects is not mandatory.
In the ticketing system, the following change types are distinguished by default: Normal Change; Emergency Change and Standard Change
Releases; Process: Release Management
ITIL®-compliant "Release Management" plans and controls software and product versions when they are rolled out to the production environment. Releases can also include a summary of several changes, for example.
Individual processes
In addition to the standard ITIL® processes, the ticketing system offers the option of defining individual ticket types and providing them with their own properties and control functions. An example could be a bug tracking process in which users can report errors directly related to a software application, or another service process of a non-IT department, e.g., the recording of all requests to the marketing department. The basis for the individual process is the incident process.
Ticket type <NULL>
The administrator can set that new tickets are created automatically from incoming e-mails. In addition, the administrator can define which agent group these tickets are to be assigned to first (e.g. a special group "ticket dispatcher"). As it is not always possible to automatically unambiguously recognize which ticket type is to be created from an incoming e-mail (if not already unambiguously defined by the incoming e-mail account), these tickets do not have a ticket type yet and will therefore be displayed in the ticket list without a ticket number and the "Ticket type <NULL>", including red font color. When opening these tickets, the entry form for new tickets will be displayed and at least the ticket type still has to be filled in. It is very important that these tickets are typed as quickly as possible, since any SLAs that may exist can only be calculated after the ticket type has been determined.
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Note: The administrator has the option to rename, parametrize, hide, or extend the naming of the ticket type as well as certain contents of the ticketing processes, such as individual fields and certain functions. Therefore, the actual name and the representation in the individual ticket processes can deviate from this help. |
