Work with Tickets

A ticket forms the basic entity in Trouble Ticketing, Issue Tracking, and Service Desk applications. A ticket is a transaction document that records all the information that is related to the request of a user.

Tickets have different fields and tabs where specific information related to the request can be recorded and stored. This information includes:

Details that are related to the requester or the nature of the request.
Any other information that is required to process the request.
Details of the efforts that the support groups undertake to complete the request.

As a Self-Service user, you can log a ticket by sending an email to support. You can also log a ticket through the Self-Service user interface. When you report an issue through a Phone, the analyst responding to your call logs the ticket on your behalf. Your ticket then moves through a defined workflow process, toward resolution.

My Tickets Workspace

The My Tickets workspace displays a list of all your tickets and provides the interface to perform the following tasks:

Open a ticket.
View ticket details like status, followers, message board, and work log.
Filter the list of tickets.
Add work log entries, attachments, configuration items, and comment on existing work log entries.
Follow the ticket.
View status chart for tickets.
With required slice parameter configuration, self-service users can see the tickets from their organization.
Relate a ticket to an asset that you own. For more information, see Asset Management.

For more information about tickets, see Key Concepts for Self-Service Users.

This section includes the following topics: