External link: TeamDynamix Knowledge Base article describing the difference between ticket types
Ticket Classifications
Service Request
- Request from a user for information, assistance, modification to or new access to an IT Service
- Typically service requests do not require a change ticket
Incident
- Unplanned interruption or reduction in quality of an IT Service
- Failure or degradation of Configuration Item that has not yet impacted a service
Major Incident
- Event with significant impact or urgency that necessitates a response above and beyond routine Incident response
- Typically causes or has the potential to cause significant impact or downtime to a business, department, or location
- Event with significant legal or regulatory implications or impact to reputation or security of the organization
Problem
- A cause of one or more incidents - typically the cause itself is unknown, hence the creation of the problem ticket
- Not currently active for Wilks ITSM
Change
- Addition, modification, or removal of anything that could have an impact on IT Services
Release
- Collection of changes to an IT Service and the corresponding documentation and processes required to implement
Associations
Tickets may be associated with one another in Parent/Child relationship. A parent ticket can contain child tickets belonging to classifications beneath the parent in the following hierarchy diagram.
All classifications of tickets may have KB articles, Assets/CIs, or Services associated with it.
Update the Classification of a Ticket
The classification of an open ticket may be updated/changed. A warning message will prompt you to consider what may be impacted by modifying the classification.
- Open the desired ticket
- Select the 'Actions' button near the top
- Choose 'Edit Classification'
- Select the desired classification from the 'New Classification' drop down menu
- Review and consider what may be impacted
- Select 'Save'