Model Ticket

Model Tickets act as templates for certain standard Tickets that occur regularly. In the context of Change Management, model tickets of the Change ticket class play the role of Change Models.

Model Tickets contain a framework of information, which is used to reduce the amount of work involved when a Ticket is reported. The pre-filled information in the Model Ticket can be used in the Ticket, or adjusted as required.

Often trivial queries or tasks are resolved quickly and it does not make sense to spend a longer time documenting a ticket than solving it. A typical example of this would be the task of resetting a password. A model Ticket with all the relevant fields pre-filled can save a lot of repetitive work. The Person affected and the Date/ Time fields are filled automatically when the Ticket is created and the Ticket is completely described with the minimum about of work.

The 'Valid from / Valid to' attributes enable you to determine the time validity of the Model Ticket. When you want to create a Ticket from a Model Ticket, a list of available Model Tickets opens but only the valid Model Tickets are shown. The invalid model tickets are shown in red in the catalog.

Alternatively some Tickets can represent Best Practice or standard Procedures, and providing a template for users can help them adhere to that Best Practice. Certain standard steps can be included to ensure that they are not forgotten. This can improve the consistency of the tickets being recorded.