Ticket type is a prominent field used by service owners and managers and drives specific TeamDynamix (TDX) functionality including ticket prioritization, the ticket reviewer process, and the SLA policy. When categorizing a ticket, you have a number of ticket types to choose from:
Some are for general use others are custom created for a specific group. Keep in mind how ticket types are used in TDX when determining the best selection for your customer request. Remember, accurate SLA statistic reports require accurate ticket type selections.
NOTE: When a user changes a ticket type the SLAs and task templates applied prior to the change will remain active. Any SLAs or task templates associated 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 \ Incident
An unplanned interruption to a service or reduction in the quality of a service.
- SLA: Incident (Respond by: 4 hours, Resolve by: 40 hours)
- Reviewer: Call Center (not notified)
General \ IT Change
Addition, modification, or removal of anything that could have a direct or indirect effect on services.
- SLA: Service Request (Respond by: 8 hours, Resolve by: 40 hours)
- Reviewer: Security (not notified)
General \ Maintenance/Project
Maintenance, small project or lengthy effort.
- SLA: Maintenance/Project (Respond by: 8 hours, Resolve by: none)
- Reviewer: Call Center (not notified)
General \ Outage
Unavailable application, equipment, or service that wasn't planned in advance.
- SLA: Outage (Respond by: 2 hours, Resolve by: 8 hours)
- Reviewer: Call Center (not notified)
General \ Service Request
User request for information, advice, a standard change, or access to a service.
- SLA: Service Request (Respond by: 8 hours, Resolve by: 40 hours)
- Reviewer: Call Center (not notified)
Related Articles
Ticket Classifications
Ticket Statuses