Raising a ticket
The three fields a ticket needs, and what every other field on the form does.
Tickets → New ticket
Only three fields are needed to raise a ticket: project, type and a title. Everything else can be filled in later, by whoever picks it up — a form that demands twelve answers before it will accept a problem is how tickets stop getting raised at all.
Project and type
- Project is the queue the ticket belongs to. It decides who can see it, which workflow its statuses come from, and which business-hours calendar its SLA clock runs in. If you came from ManageEngine, this is closest to a group.
- Type picks the tracker — Incident, Service Request, Change, Problem, or one your workspace has added. The tracker decides the fields you see below, and whether SLA, approval and problem-management rules apply at all.
Priority, impact and urgency
Where the impact × urgency matrix is configured, priority is derived: set how much is affected and how fast it matters, and the matrix answers with the priority, shown read-only. To set priority by hand instead, clear Impact or Urgency — but priority is the number SLA due dates are calculated from, so the matrix is usually the better answer.
Classification
Category → Sub-category → Item, each narrowing the next. Optional unless the tracker or template insists, and it does not appear at all until an admin has built the tree (Administration → Categories). This is what reporting groups by later, so it is worth a second at creation time.
Start from a template
A template pre-fills the description, type, priority, labels and custom fields for work that recurs — onboarding, access requests, routine maintenance — and suggests a title. Picking one fills the form in and everything it fills stays editable, though a template can also hide fields it answers for you or mark others as required. Templates belong to a project or the whole workspace, and are added in Administration → Ticket templates.
Customer, assignee and watchers
- Customer is who the ticket is for — the person or company affected, not the colleague raising it.
- Assignee can be left empty. Assignment rules or the on-call rota will route it, and claiming a ticket is better done deliberately than guessed at creation.
- Watchers get the notifications without owning the work.