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Who can use this feature?
- Available in TDAdmin and the Ticketing Application Admin
- License Requirement: Enterprise
- Application Access: User must have access to Work Management, and Administrator access to the specific Ticketing application
- Administrative Access:
- Global Administrators can manage ticket types in TDAdmin
- Ticketing Application Admins can manage ticket types from the Ticketing Application Admin interface
Ticket Types specify the kind of work to be performed on a Ticket. Ticket types can be created whenever necessary. For example, if a different Reviewer, different time types, or group permissions are needed, a new ticket type should be created.
Ticket Types are organized into Type Categories that group types by the same “theme” or “department.” Although Ticket Types are created within each Ticketing application, Type Categories are a shared setting used across all projects and ticketing applications. Note that Type Categories can only be managed by Global Admins.
In this article, we'll cover:
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| Primary Reviewer |
The person or group who will first encounter a ticket (if unassigned upon creation) to ensure it gets triaged appropriately. |
| Is Active |
Marking a ticket type as inactive prevents users from creating new tickets of that type. This has no effect on any tickets that have already been created with that type. In addition, users will still be able to select deactivated types for reporting purposes. |
| Notify primary reviewer and other email addresses of inbound items |
When this option is checked, the primary reviewer and any other email addresses specified in Notify other Email Addresses will be notified whenever a ticket of this ticket type is created, or when a ticket's type is changed to this ticket type. |
| Notify responsible resource(s) when all tasks are complete |
This works for both individual and group assignments. When a specific user is assigned, you will see this active function displayed on the ticket under the "My Alerts" tab. For tickets assigned to groups, there is no display on the ticket indicating that this alert is active.
Note: Once the alert notification for completed tasks is sent on a ticket, the alert is removed from that ticket. This means that if all tasks are completed and a notification is sent, adding another task after the alert has gone out will not trigger the alert for that new task. You will need to manually add the alert again for an individual on the "My Alerts" tab, or change the ticket type to a different one and then revert it to the original type to 'reset' the alert
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| Workspace |
When selected, any time entered on tickets of this type will be applied not only to the ticket itself, but also toward the selected Workspace. |
| Notify other email addresses |
Enter a comma-separated list of email addresses that should receive notifications when tickets of this type are created or edited. Emails will only be delivered for this ticket type if the "Notify primary reviewer and other email addresses of inbound items" option is checked. |
| Default SLA |
All tickets that are not created through a custom form will be assigned to this SLA by default. However, when creating a ticket through the Ticketing Application, users with the app-level security role permission "Change Service Level Agreements of Tickets" can select an SLA from a list. |
| Time Types |
The time types that should be available on tickets of this type |
| Expense Accounts |
Expense Accounts that should be available on tickets of this type |
| Groups |
If creation of tickets of this type should be limited to certain groups, select the appropriate groups and permissions |
To create a new ticket type:
- Open the Types page in the Admin UI:
- Ticketing Application Admins: In Work Management, open the Ticketing Application, click the gear icon in the top-right corner, select Admin from the menu, then Types in the left navigation
- Global Admins: In TDAdmin, go to Applications, select the Ticketing Application, then click Types in the left navigation
- Click the +New button.
- In the New Type window, select a Category for the new ticket type.
- Enter a Name for the ticket type.
- Configure the Available Ticket Type Options as needed.
- Click the Save button.
- Once saved, use the Time Types, Expense Accounts, and Groups tabs to further configure the Ticket Type.
To modify or edit the options on a ticket type, navigate to the Ticketing Application > Types page, and click the Name of the ticket type to edit.
A ticket type can only be deleted if it is not associated with any tickets, services, or email monitors.
To delete a ticket type from a Ticketing application:
- Open the Types page in the Admin UI
- Locate the desired type and click the Delete link at the far right end of the row
- Click the Delete button
- Confirm the deletion in the popup
Be cautious when using the Reassociate feature. This action cannot be undone. Ensure that you choose the correct types when performing this action.
Administrators can assign all tickets of a particular type to another type. This can be especially useful when trying to delete a ticket type, as a ticket type cannot be deleted if there are existing tickets of that type.
Note that if you were to change a ticket’s type, the SLAs and Task Templates applied prior to the change will remain active. Any SLAs or Task Templates associated with the new ticket type will not be applied.
To reassociate all tickets from one type to another:
- Open the Types page in the Admin UI:
- Ticketing Application Admins: In Work Management, open the Ticketing Application, click the gear icon in the top-right corner, select Admin from the menu, then Types in the left navigation
- Global Admins: In TDAdmin, go to Applications, select the Ticketing Application, then click Types in the left navigation
- In the Reassociate From Type field above the table, enter the type, enter the ticket type to move tickets from.
- In the To Type field above the table, enter the ticket type you would like the affected tickets to be reassociated to.
- Click the Reassociate button at the top
- Click OK to confirm