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:

• Submit Tickets
• Track, Modify, and Manage Open Tickets
• Review, Approve, or Reject a Ticket
• Request Catalog
• Catalog Family