Tickets

After installation of the package some new fields will be available in the ticket create screens and the ticket detail view will have some new widgets and actions.

Create Ticket

Some new fields will be available in New Phone Ticket, New Email Ticket and New SMS Ticket screens.

New Ticket Screen

New Ticket Screen

New Fields

Type
Select the incident type of the ticket.
Service
Select a service for the new ticket.
Service Level Agreement
Select a service level agreement for the new ticket.
Impact
Select the impact level from 1 very low to 5 very high.
Due Date
Select a date as due date for the new ticket.

The priority of the new ticket is automatically calculated from the selected service and impact based on the Criticality ↔ Impact ↔ Priority matrix. However, the priority can be overridden and changed manually.

Ticket Detail View

Many new dynamic fields will be available in the ticket detail view and in the ticket actions. Additionally, two new actions are added to the actions menu.

Properties Widget

Properties Widget

Ticket Detail View Actions

The package extends some ticket actions with new dynamic fields and two new actions are added to the actions menu.

Change Free Fields

This action can be extended with new fields.

Type
Select the incident type of the ticket.
Service
Select a service for the new ticket.
Service Level Agreement
Select a service level agreement for the new ticket.
Impact
Select the impact level from 1 very low to 5 very high.
Change Additional ITSM Fields

In this window the additional ITSM fields can be set regarding to repair and recovery start time, as well as the due date.

Title
This is the title of the ticket.
Repair Start Time
Select the date and time when the problem started to be repaired.
Recovery Start Time
Select the date and time when the recovery of the problem started.
Due Date
Select the date and time as due date for the ticket.
Change Decision

In this window the decision result and the decision date can be set.

Decision Result
Select a possible result for the decision. The available decision results can be set as Dynamic Fields.
Decision Date
Select the date and time when the decision was made.

It is possible to add an article to the ticket if the action needs to be explained more detailed.

Close Ticket

This action can be extended with new fields.

Review Required
Select if a review is required after the ticket close.
Change Priority

This action can be extended with new fields.

Type
Select the incident type of the ticket.
Service
Select a service for the new ticket.
Service Level Agreement
Select a service level agreement for the new ticket.
Impact
Select the impact level from 1 very low to 5 very high.