Ticket Classifications

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'