Ticket Class

There are four levels of Ticket classification. The highest level of Ticket classification is Ticket Class.

Ticket classes currently used in standard Valuemation are:

• Incident
• Problem
• RFC/Change
• Service Request
• Release
• Call
• Error
• Workaround

The ticket class editor provides the following fields:

• Ticket Class

  Name of the Ticket Class.

• Name

  Name of the Ticket

• Keygen Prefix

  Tickets with this Ticket Class are given the Prefix listed here.

• Initial Status

  The Tickets of a given Ticket Class follow a particular pattern. Here the initial status for Ticket with this Ticket Class is specified.

• Valid

  Boolean Y/N.

• Show in Callacceptance

  If it is checked it shows the associated incoming call

• Comments

  Detailed comment field.

The following reference catalogs in the ticket class editor represent relations to other object types:

• Allowed Source Ticket Classes

  Ticket Classes which can be used when a connection (Source - Target Ticket) is made between Tickets.

• Allowed Target Ticket Classes

  Ticket Classes which can be used when a connection (Source - Target Ticket) is made between Tickets.

• Ticket Types

  Existing Ticket Types belonging to the Ticket Class.