Ticket

Ticket is the central item in Valuemation IPC Management. A Ticket is used to represent Incident / Problem / Change requests.

Tickets (and Ticket descriptions) are the central Object Types in Valuemation IPC. All the classification and descriptive Business Objects are used to describe and classify the Ticket.

A ticket contains information that is relevant to an IPC request. It also contains references to other relevant objects. A ticket itself contains information about the time it was reported, the impact and priority, the type of ticket etc. The Ticket will also contain links to the persons involved in solving the Ticket, the system affected etc.

A Ticket contains one or more Ticket Descriptions which are the individual steps required to access / identify and solve the issue. The Ticket Descriptions contain the historical sequence describing the Ticket and its solution. Where a specific task must be carried out, a ticket description can be replaced by an Activity. An Activity may be assigned to a person or group and can have a deadline and a duration of its own (independent of the ticket itself). Depending on the complexity of the Ticket, a Ticket may have more than one Activity.

The Tickets (Incidents, Problems...) in the Catalog

All Tickets (of an Incident, Problem and Change types) are listed in corresponding catalogs with unique numbers. For example, there is a dedicated 'Incident' catalog which keeps all of the Incident records including all details of each Incident and history of the Incident from registration to closure. Exactly the same catalogs can be found for Problems and Changes.