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- Task Ticket: Tasks Tickets are used to track and manage smaller units of work toward the completion of another ticket. A Task ticket is logged as a child to another ticket. A Task ticket is usually a Change or a Problem ticket. Each task can be handled either at a time by different people; or in a set sequence.
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Notes: A Task ticket is never logged as an independent ticket but as children of a request, incident, problem, or change. A Task ticket is always used to divide individual units of work that is done to resolve another ticket.
Workflow Actions and Auto Assignment of Tickets
Routing rules route newly created tickets to appropriate support group queues. Routing is based on matching conditions such as its source, priority CCTI.
Notes: As As an Analyst, while using the conversion of ticket type from a Service Request to an Incident ticket or any other ticket type, the Impact, Urgency, Source, and Priority fields can be copied from the parent ticket. These fields can be copied only if the codes specified in the Value Lists, are the same. If the codes are not even or doesn’t match, the value specified in the Configuration Parameter page is considered.doesn’t match, the default value specified for the ticket in Configuration Parameter is considered. For example, for a Ticket type such as Change Request, default value for the Priority field is set to Medium, in Configuration Parameter. When the codes doesn't match, the value specified in Configuration Parameter is defaulted.
As an example, you can view the configuration for a ticket type such as Change Request, as follows:
- Navigate to MANAGE>Tools> Configuration Parameter
- Parameter name: CHG_INITIAL_PRIORITY
- Parameter Value: Medium
The administrator manages and configures the workflow actions and auto assignment rules responsible for the progression and assignment of tickets. This progression and assignment of tickets is based on the request handling process that is defined for each ticket type.
- Auto Assignment of Tickets: Auto assignment rules route new tickets to appropriate support group queues based on matching conditions such as source and priority CCTI. Categorization by CCTI is also important to generate reports. Assignment rules set values for fields, such as Phase, Status, and Reason Code. Some assignment rules have communication templates that are associated with it; and send out notifications when a ticket is created and assigned to relevant stakeholders.
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Notes: An assignment rule gets applied to a ticket only once, when a ticket is first created. All subsequent routing or changes are done manually from the options available in the Actions dropdown on the ticket.
- Workflow Actions: Workflow actions are a set of actions that can be taken on a ticket. When a workflow action is executed on the ticket, some field values are set as configured and the ticket is moved to the next state. Workflow actions are specific to each ticket type and are an important aspect of the workflow design. Workflows are manual actions that are made available to analysts; by assigning permissions to different support groups or roles. A workflow action is configured and available on a ticket that is based on matching conditions, such as Status, Reason Code, and Phase. Some workflow actions options are available without any matching conditions on a ticket in any state.
Workflow actions can also be configured to send out notifications to stakeholders. Some values can be set as required fields before execution of the workflow action. Some action options have associated special functions; which further automate the execution of an extra action (such as Accept Assignment, Reassign).
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Notes: The administrator controls the access and permissions to workflow actions. An action available to you could not be available to another analyst.
Change Types and Change Approval
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The administrator configures permissions such as access to ticket templates, communication templates, workflow actions, knowledge articles. Permission is either given directly or by virtue of the support group the logged in User belongs to. A contact can be related to multiple support groups and roles. A contact inherits permissions that are assigned to each of the related support group or role.
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Notes: A logged in user can access only those items that the user has permission to and that are in an Active state.
Organization and Organization Based Security
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