AdminConsole > Data Management > Journals > Tickets > Ticket Category Configuration
Add a Ticket Type
Right click in the left hand side of the screen and select ‘New Root Type’.
Ticket Type: Select the Type that you want to configure
Default Ticket Impact/Urgency: Set the Impact/Urgency that will automatically be set when a user creates a Ticket and specifies this Ticket Type
Default Ticket Priority: If not utilizing Impact and Urgency this will set the Priority that will automatically be set.
Auto Assign User Group: Select a group that the Ticket will default being assigned to.
Default Ticket Title: Define the Title of the Ticket to use.
Default Ticket Description Define the Ticket Description to use.
Warning
Default values are only used when creating Tickets, not during editing existing.
Warning
Each Type/Category classification has to have default values explicitly defined in order for them to be used. Default values do not inherit down to lower-level classifications from high-level ones. The configured default values (or blank values) will be used only from the lowest level of classification that the user selects.
Warning
Example:
A configured default Title for a classification of Incident will not be used if the user selects a classification of Incident >Network Outage. This holds true even if there are no default values configured for Incident > Network Outage.
Add Categories to a Ticket Type
In the right hand side of the screen right-click on a Ticket Type.
Select New Child Category to configure a single category or to add multiple entries at the same child level select ‘Add Bulk Categories’.
Ticket Type: Predetermined based on the Type you are adding Categories to.
Category: Select from the list of configured Categories one you wish to make available for users when creating a Ticket of the specified Type.
Default Ticket Impact/Urgency: Set the Impact/Urgency that will automatically be set when a user creates a Ticket and specifies this Category
Default Ticket Priority: If not utilizing Impact and Urgency this will set the Priority that will automatically be set.
Auto Assign User Group: Select a group that the Ticket will default being assigned to.
Default Ticket Title: Define the Title of the Ticket to use.
Default Ticket Description Define the Ticket Description to use.
Add Subcategories to a Ticket Type/Category Combination
In the right hand side of the screen right-click on a row that has a Type/Category combination configured. Select New Child Category to configure a single subcategory or to add multiple entries at the same child level select ‘Add Bulk Categories’.
Ticket Type: Predetermined based on the Type/Category you are adding Subcategories to.
Category: Predetermined based on the Type/Category you are adding Subcategories to.
Subcategory 1/Subcategory 2: Select from the list of configured Categories the Subcategory you wish to make available for users when creating a Ticket with the specified Ticket/Category combination. If you are adding a Subcategory 2 then Subcategory 1 will already be predetermined based on your previous selection.
Default Ticket Impact/Urgency: Set the Impact/Urgency that will automatically be set when a user creates a Ticket and specifies this Category
Default Ticket Priority: If not utilizing Impact and Urgency this will set the Priority that will automatically be set.
Auto Assign User Group: Select a group that the Ticket will default being assigned to.
Default Ticket Title: Define the Title of the Ticket to use.
Default Ticket Description Define the Ticket Description to use.
More
Ticket Type provides a top-level classification for Tickets so that they can be grouped together based on the business purpose that they are serving.
It captures the nature of the ticket as opposed to the specific issue/request that needs to be addressed.
Note
Specifying a Ticket type is required when creating a Ticket.
The following types are provided by default:
Incident
Question
Work Request
OnlineBill
Specifying different Ticket types is useful when organizations have different process flows or responsible groups depending on the nature of the ticket.
The Ticket type acts as an indicator to the customer so they know what response they can expect from the organization.
The Tickets module allows administrators to specify what categories are available for each type (i.e., escalation path, end-subscriber visibility, as well as default values for properties such as Assigned To, Title, Description, and Impact Urgency and Priority).