Note: Applicable only for accounts created on/after 12th December 2022.

Tickets within a service desk can be classified into ticket types depending on the purpose that they are raised for. Various teams in an organization have a certain preferred ticket type. These preferences are largely based on industry standard practices and primarily for business convenience. Workspace admins can choose their preferred ticket type while setting up a workspace. 

Each ticket type has a prefix or key assigned. Once a ticket type is chosen, all tickets raised to that department will start with the prefix associated with that ticket type.

With workspaces, tickets raised by requesters on the support portal will take prefixes depending on the workspace option they choose. (For e.g. if HR workspace is chosen, the ticket will be of the type that the HR team has chosen)

IT teams typically work on two types of tickets: Incidents and Service Requests. When an IT workspace is created: 

  • The ticket type ‘Incident’ is turned on by default. Incidents can be attached to Problems, Changes & Releases. Additionally, incidents can also be used in modules like On-call management, Alert management. The prefix here is INC.

  • IT workspaces also have another type of ticket which is ‘Service Request’. Any service item requested to the IT workspace will take the prefix ‘SR’. 

Business teams such as HR, Facilities, etc, have the flexibility to choose a ticket type that they prefer. These ticket types have the same functionality but add a different prefix to the ticket ID. The options available are:

  • Case (prefix: CASE)

  • Query (prefix: QUERY)

  • Issue (prefix: ISSUE)

  • Request (prefix: REQ)

What are the functionalities supported by different Ticket types?

Here is a table that depicts the same.

How to set up ticket types?

  • Admins can choose the ticket type for the workspace during workspace creation

  • Admins can also update it from Admin>Field Manager>Ticket Fields>Type.
    Note: The ticket type field is available in the local 
    field manager settings only and not in the global field manager settings. 

What happens when ‘Incident’ is turned off for a workspace?

The ticket type ‘Incident’ is a preferred IT prefix. When it’s enabled, reporting an issue by default logs an incident in the system. When incidents are turned off, the implications are as below:

  1. Requesters will still be able to report issues to the workspace from the support portal. However, instead of creating an ‘incident’, it will create a ticket of type Service Request

  2. Certain modules, like the Priority matrix and on-call management, will not work in that workspace since these features work only for the ticket type ‘Incident’.

What happens when ‘Incident’ is turned on for a workspace?

  1. Tickets logged to a workspace via ‘Report an Issue’ from the support portal will be created as incidents henceforth with the prefix INC

  2. Tickets logged via email will be created as incidents with the prefix INC

  3. Modules that work only for ‘incidents’ like the Priority matrix and on-call management will work in that workspace

What happens when tickets move between workspaces?

All tickets have a unique ID irrespective of the prefix (e.g. SR-1). When tickets move between workspaces, the unique ID remains intact and only the prefix changes to that configured by the new workspace. For e.g. when ticket SR-1 moves from the IT department to the HR department, it will be renamed as CASE-1.

When workspace settings are changed mid-way, wherein existing tickets already have a specific prefix: 

  • All new tickets will take the prefix set after the change 

  • All historical tickets will continue to have the prefix that was set before the change. Whenever historical tickets are updated by agents, the ticket type will be updated to the new type by default

  • Any admin setting that was configured for the old ticket type rule will not work and needs to be re-configured