In ITIL, ticket types represent the different categories of work. Ticket types provide critical reporting metrics for service owners and leadership while driving automated TeamDynamix (TDX) functionality; including prioritization, reviewer routing, and SLA policy enforcement. Understanding the distinction between these types is the foundation of effective IT Service Management (ITSM).
Standard ITIL defines four core ticket types. These types handle the vast majority of day-to-day IT operations.
As IT departments mature, standard incident and request queues often become cluttered with specialized tasks. To protect core operational metrics, like Mean Time to Resolution (MTTR), teams frequently introduce custom ticket types. This isolates routine support from specialized internal work, operations and maintenance (O&M), vendor interactions, project tasks, and compliance requirements. To manage this effectively, we have established the following types.
NOTE: When a user changes a ticket type the SLAs applied prior to the change will remain active. Any SLAs with the new ticket type will not be applied. The SLA requires a manual update.
Ticket Type Definitions
SLA hours are calculated in operational hours ( 8:00 AM - 5:00 PM - 9 hrs 0 mins ).
General / Change
Addition, modification, or removal of anything that could have a direct or indirect effect on IT services.
- Goal: Control risk
- SLA: None (Respond by: none, Resolve by: none)
- Reviewer: Security (not notified)
General / Incident
Something is broken or degraded. An unplanned interruption to a service or reduction in the quality of a service.
- Goal: Restore service ASAP
- SLA: Incident (Respond by: 4 hours, Resolve by: 40 hours)
- SLA: Major Incident / Outage (Respond by: 2 hours, Resolve by: 8 hours)
- Reviewer: Call Center (not notified)
General / Maintenance/Project
Maintenance, project, project task or lengthy effort.
- Goal: Manage other work (O&M, project), utilization and capacity
- SLA: None (Respond by: none, Resolve by: none)
- Reviewer: Call Center (not notified)
General / Problem
Identifying the root cause of recurring incidents.
- Goal: Prevent future issues
- SLA: None (Respond by: none, Resolve by: none)
- Reviewer: Call Center (not notified)
General / Project Request
Project requests, to be evaluated.
- SLA: None (Respond by: none, Resolve by: none)
- Reviewer: Project Review Team (not notified)
General / Service Request
User request for information, advice, a standard change, or access to a service.
- Goal: Fulfill efficiently
- SLA: Service Request (Respond by: 8 hours, Resolve by: 40 hours)
- Reviewer: Call Center (not notified)