Ticket Types

Ticket has two types: request and problem.

Request

Request includes service request and incident request.

Service request is from end user for something to be provided, for example, a request for information; to reset a password; or to install new software, etc.

Incident request is defined as an unplanned interruption or reduction in quality of a service, for example, a jammed printer.

Problem

Problem is defined as the undiagnosed root cause of one or more incidents.

A problem can be linked to one or more requests. If a problem is closed, then all the linked requests will be closed as well.