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Global SLAs

Hello,
I created an SLA that requires a technician to respond to a ticket within two business days and I would like to make it so that this SLA is applied to every newly created ticket in our system moving forward. Currently, I have only foun...
1 Answer
Riley Fay Last activity on 8/8/2023 12:17:20 PM by Mark Sayers

Ticket Types and Type Categories

Hello!
Can someone help me understand what is the proper way to come up with Ticket Types and Type Categories? Are they optional? Should they mirror Service Catalog category/subcategory?
Thank you!
2 Answers
Michael Rodriguez Last activity on 8/2/2023 11:47:23 AM by David Tod

Restricting converting tickets from one type to another

Whether there's a setting on a TDX service offering to disallow converting tickets from another service offering to that service offering?
If you go in to edit a ticket and you pick a different ticket type to assign it to; but when you do t...
1 Answer
Sophia Scott Last activity on 11/19/2020 3:49:56 PM by Mark Sayers

What are ticket "types"?

What should "types" be used for? It appears that these are forms (collections of attributes) that are used to collect information form the user when opening a ticket. Is there more to it? And how do "types" relate to "int...
1 Answer
Bodek Frak Last activity on 2/11/2016 3:44:10 PM by Mark Sayers