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Tickets en aanvragen

Tickets beheren

Incident in the application · Service request in the application · Problem in the application · Change in the application · Ticket list filters · Ticket sla display ·...

Choose the task you want to carry out. Each procedure includes its prerequisites, steps and safeguards.

Voor wie

Beheerders, medewerkers en IT-teams die ITLedger gebruiken voor dienstverlening, assets, compliance en rapportages.

Taken

Kies je taak. De volledige werkwijze, voorwaarden en aandachtspunten staan hieronder in het Engels.

Incident in the application

Incident in the application.

Who can do this: Tenant administrator, Operator

Before you start

  • Use an account with access to the stated page and permission for the chosen action.

Safeguards

  • Records are soft-deleted from list actions by setting deleted_at and deleted_by, not physically removed.
  • Incident priority may be computed from the active SLA priority model when the user does not provide a manual priority.
  • Creating an incident requires an active SLA policy with valid targets; ITSMService throws if response or resolution due dates cannot be computed.
  • Changing an incident priority can be restricted by the active SLA policy priority override group.
  • Creation requires one main asset. One selected asset becomes main automatically; with several, choose exactly one before confirming. A ticket without a valid main asset cannot be finished.
  1. Go to ITSM from the main navigation.
  2. Choose Incidents.
  3. Click Create to open the ITSM modal for the selected record type.
  4. Fill the overview fields, assignment fields, category, and status.
  5. For incidents, provide impact and urgency details when priority should be calculated by policy.
  6. Select one eligible existing main asset. If several assets are selected, choose exactly one as main.
  7. Save and verify the record and its history.
  8. Open a record row to edit it, view quick actions, add files, link assets, inspect related tickets, review notifications, and check history.
  9. Use the command bar to clone or soft-delete selected records when allowed.

Expected outcome: The user has reviewed the result of incident in the application in the application.

Service request in the application

Service request in the application.

Who can do this: Tenant administrator, Operator

Before you start

  • Use an account with access to the stated page and permission for the chosen action.

Safeguards

  • Records are soft-deleted from list actions by setting deleted_at and deleted_by, not physically removed.
  • Creation requires one main asset. One selected asset becomes main automatically; with several, choose exactly one before confirming. A ticket without a valid main asset cannot be finished.
  • For a catalog offering use its catalog submission flow so approvals, mappings and tasks are preserved.
  1. Go to ITSM from the main navigation.
  2. Choose Service Requests.
  3. Click Create to open the ITSM modal for the selected record type.
  4. Fill the overview fields, assignment fields, category, and status.
  5. Select one eligible existing main asset. If several assets are selected, choose exactly one as main.
  6. Save and verify the record and its history.
  7. Open a record row to edit it, view quick actions, add files, link assets, inspect related tickets, review notifications, and check history.
  8. Use the command bar to clone or soft-delete selected records when allowed.

Expected outcome: The user has reviewed the result of service request in the application in the application.

Problem in the application

Problem in the application.

Who can do this: Tenant administrator, Operator

Before you start

  • Use an account with access to the stated page and permission for the chosen action.

Safeguards

  • Records are soft-deleted from list actions by setting deleted_at and deleted_by, not physically removed.
  • Creation requires one main asset. One selected asset becomes main automatically; with several, choose exactly one before confirming. A ticket without a valid main asset cannot be finished.
  1. Go to ITSM from the main navigation.
  2. Choose Problems.
  3. Click Create to open the ITSM modal for the selected record type.
  4. Fill the overview fields, assignment fields, category, and status.
  5. For problems, capture root-cause information once known.
  6. Select one eligible existing main asset. If several assets are selected, choose exactly one as main.
  7. Save and verify the record and its history.
  8. Open a record row to edit it, view quick actions, add files, link assets, inspect related tickets, review notifications, and check history.
  9. Use the command bar to clone or soft-delete selected records when allowed.

Expected outcome: The user has reviewed the result of problem in the application in the application.

Change in the application

Change in the application.

Who can do this: Tenant administrator, Operator

Before you start

  • Use an account with access to the stated page and permission for the chosen action.

Safeguards

  • Records are soft-deleted from list actions by setting deleted_at and deleted_by, not physically removed.
  • Change status transitions can be blocked by event gating policies before the update is saved.
  • Creation requires one main asset. One selected asset becomes main automatically; with several, choose exactly one before confirming. A ticket without a valid main asset cannot be finished.
  1. Go to ITSM from the main navigation.
  2. Choose Changes.
  3. Click Create to open the ITSM modal for the selected record type.
  4. Fill the overview fields, assignment fields, category, and status.
  5. For changes, fill change type and CAB fields when governance applies.
  6. Select one eligible existing main asset. If several assets are selected, choose exactly one as main.
  7. Save and verify the record and its history.
  8. Open a record row to edit it, view quick actions, add files, link assets, inspect related tickets, review notifications, and check history.
  9. Use the command bar to clone or soft-delete selected records when allowed.

Expected outcome: The user has reviewed the result of change in the application in the application.

Ticket list filters

Ticket list filters.

Who can do this: Tenant administrator, Operator

Before you start

  • Use an account with access to the stated page and permission for the chosen action.

Safeguards

  • List filters persist between visits and some are also reflected in the page link.
  • Review active filters before interpreting an empty list.
  1. Go to ITSM from the main navigation.
  2. Choose Incidents, Changes, Problems, or Service Requests.
  3. Use the Team, Status, Priority, SLA, and Category filters to narrow the list.

Expected outcome: The user has reviewed the result of ticket list filters in the application.

Ticket sla display

Ticket sla display.

Who can do this: Tenant administrator, Operator

Before you start

  • Use an account with access to the stated page and permission for the chosen action.

Safeguards

  • Incident priority may be computed from the active SLA priority model when the user does not provide a manual priority.
  • Creating an incident requires an active SLA policy with valid targets; ITSMService throws if response or resolution due dates cannot be computed.
  • Changing an incident priority can be restricted by the active SLA policy priority override group.
  1. Go to ITSM from the main navigation.
  2. Choose Incidents, Changes, Problems, or Service Requests.
  3. Open the relevant ticket and review its response, resolution or fulfillment targets, SLA state and history.

Expected outcome: The user has reviewed the result of ticket sla display in the application.

Change cab gate

Change cab gate.

Who can do this: Tenant administrator, Operator

Before you start

  • Use an account with access to the stated page and permission for the chosen action.

Safeguards

  • Change status transitions can be blocked by event gating policies before the update is saved.
  • Do not bypass a blocked change transition or imply that a draft decision grants approval.
  1. Go to ITSM from the main navigation.
  2. Choose Changes and open the relevant change.
  3. For changes, fill change type and CAB fields when governance applies.
  4. Review the required governance or CAB decision before changing the status.

Expected outcome: The user has reviewed the result of change cab gate in the application.

Aanbevolen werkwijze

  • Maak eigenaarschap duidelijk.
  • Gebruik statussen en prioriteiten consequent.

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