Customers on tickets

The customer that is associated with a ticket determines the classifications, attributes, assets, locations, and configuration items (CIs) that are processed with the ticket. The customer also determines users who can see the ticket record.

When you create customer records, you create detailed agreement and pricing information for the customer and the services that you expect to provide. By associating customers with tickets, you can provide the appropriate response to the customer at the specified location, for the specified assets, and with the specified configuration items. You keep the ticket actions limited to the appropriate records based on customer filtering. You associate customers with assets, locations, and CIs in the Assets (SP), Locations (SP), and Configuration Items (SP) applications.

When you associate customers with tickets, you also can keep the ticket records restricted to the users who have permission to access the data of a particular customer. You associate customers with users in the Security Groups (SP) application.

When you create a ticket, information about the primary customer on the location, asset, or CI is copied over to the ticket. The combination of location, asset, and customer on the ticket is used to determine the best matches when a service desk agent or workflow process searches for service level agreements, price schedules, and response plans.

The customer on the ticket also determines the classifications and attributes that the ticket can process. All tickets can use global classifications and global attributes. When you want to use customer-specific classifications or customer-specific attributes, the customer on the ticket (or parent of the customer) must match the customer on the classification or attribute.

A ticket can be created if a user selects Yes to the Did this solution help you resolve your issue? question in the Search Solutions application. The customer on the ticket is the value in the Customer/Vendor field on the person record, if the Cust/Vend Type field is set to Customer and the customer is active. Otherwise, the Customer field on the ticket is blank.

Adding, changing, or removing a customer on a ticket can affect the classification and attributes of the ticket when the ticket is classified. The classification or one or more attributes might not be relevant to the new customer, and the classification might have attributes that are now relevant to the new customer. However, classifications and attributes are never automatically removed from or added to a ticket when you change a customer association. You change the customer on a ticket by changing the value in the customer field directly, or by changing the location, asset, or CI that determines the customer on the ticket. If you do so, you should first remove any classifications from the ticket, and then reapply the appropriate classifications after the new customer is selected.

You can apply a customer agreement or price schedule to a ticket if the ticket has an active customer associated with it.

If the customer on the ticket is derived from an asset or location, the cost center and customer charge account from the asset or location are copied to the ticket.