Additional information for tickets

In addition to the required fields, ticket records can hold other information that is useful in working on the ticket. This information can also be used in reports to identify trends.

When you create a ticket (an incident, problem, or service request), you must enter enough information to enable the ticket owner to respond. Entering additional information can help the owner to take action and can help administrators monitor and manage ticket activity. You can enter additional information when you create a ticket or afterwards.

When a ticket is classified, the classification determines which attributes and fields are applicable to the ticket. If a ticket template is applied, it can supply values for both required and additional information. If necessary, you can overwrite the values supplied by the template.

Different types of tickets use different types of information, but many are common. Some of the commonly used types of additional information are:

Source: The source indicates how the issue was reported, for example, by phone, email, instant messaging, or through an external application.
Assets, locations, and configuration items: Specify the primary affected asset, location, and configuration item (CI) in the Details section of the record. Specify additional assets, locations, and CIs in the Multiple Assets, Locations, and CIs section. Choose Select Value from the Detail Menu next to a field in order to look up asset, location, or CI values.
When relationships exist between assets, locations, and CIs, the related fields are automatically populated when you enter information in any one of the fields. For example, when you enter an asset identifier in the Asset field, the related location and CI identifiers, if any, are automatically entered in the Location and Configuration Item fields.
Service level agreements (SLAs): If a service level agreement applies to this ticket, select one of the SLA actions.
Global record: Identify an incident or problem as a global issue if it affects many users or causes other issues.
Solution: If the ticket is an incident or a problem, you can associate a solution with the ticket. You can search for and apply a solution. If an existing solution is not applicable, you can create a solution.
Known Errors: If the ticket is a problem for which there is a solution or a known workaround, identify it as a known error by selecting the Is Known Error? check box. Selecting this check box adds the problem to the collection of known errors that service desk agents use to provide quick resolution to related problems.
The Is Known Error? check box is disabled until you add a solution to the problem on the Solution Details tab. You must also classify the problem to include it in the list of search results that is displayed when an agent searches for problems that are marked as known errors. From a ticket record, an agent can search for known problems that match the classification of the ticket.

You can also enter additional information on other tabs:

Specifications tab: Add values for attributes that apply to this ticket. The list of attributes is defined by the classification.
Related Records tab: Create or view relationships to other tickets, work orders, and process requests. You can use the Show Similar Tickets action to search for similar tickets.
Log tab: Enter or view detailed "notepad" and communications information for the ticket

These tabs are used for incidents and problems:

Activities tab: Specify activities and labor needed to resolve the ticket and report the time required to complete the activities.
Solution Details tab: Enter or link solution information for this ticket.
Failure Reporting tab: Record and view problems, causes, and remedies. Use the data on this tab to identify trends and isolate probable causes of failures.

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