Ticket Management Guide
Tickets are the core of ITSM-NG’s service management system. This guide covers everything you need to know about creating, managing, and resolving tickets efficiently.Creating a New Ticket
Access the Ticket Creation Form
Navigate to Assistance > Create a ticket in the main menu, or use the keyboard shortcut
Alt+T.Fill in Basic Information
- Title: Enter a clear, descriptive subject for the ticket
- Type: Select either “Incident” or “Request”
- Category: Choose the appropriate category from the dropdown
- Requester: Add the user(s) requesting assistance
- Description: Provide detailed information about the issue or request
Set Priority and Urgency
- Urgency: Rate how quickly the issue needs resolution
- Impact: Assess how many users or services are affected
- Priority: Automatically calculated based on urgency and impact
Assign and Link Assets
- Assign to: Select technician, group, or supplier
- Associated items: Link related computers, software, or other assets
- Location: Specify the physical location if relevant
Use the keyboard shortcut
Shift+P to quickly jump to ticket processing once a ticket is open.Understanding Ticket Status
Tickets progress through different statuses during their lifecycle:| Status | Description |
|---|---|
| New | Ticket just created, awaiting assignment |
| Assigned | Ticket assigned to a technician or group |
| Processing | Work is actively being performed |
| Pending | Awaiting external input or action |
| Solved | Solution provided, awaiting approval |
| Closed | Ticket completed and closed |
Working with Tickets
Viewing Your Tickets
Access different ticket views based on your role:- My tickets: Tickets where you’re the requester
- Tickets to follow up: Tickets you’re observing
- Assigned to me: Tickets assigned to you
- Group tickets: Tickets assigned to your groups
Processing a Ticket
Add a Follow-up
- Click Add a follow-up in the timeline
- Enter your update or communication
- Choose whether to notify requesters
- Set as Public (visible to requester) or Private (internal only)
Create a Task
- Click Add a task for internal tracking
- Assign the task to a technician
- Set task duration and status
- Tasks are always private to technicians
Taking Ticket Ownership
If you have the appropriate rights:- Click Take to assign the ticket to yourself
- Or click Assign to assign to another technician or group
Adding Solutions
Enter Solution Details
Provide a clear description of what resolved the issue. This will be visible to the requester.
Requesters can approve or refuse the solution. If approved, the ticket automatically closes.
Service Level Agreements (SLA/OLA)
Understanding SLA and OLA
-
SLA (Service Level Agreement): External commitment to requesters
- Time to Own (TTO): Maximum time to assign the ticket
- Time to Resolve (TTR): Maximum time to solve the ticket
-
OLA (Operating Level Agreement): Internal performance targets
- Same TTO/TTR metrics but for internal tracking
SLA Indicators
Tickets display SLA information prominently:- 🟢 Green: Within SLA targets
- 🟡 Yellow: Approaching deadline
- 🔴 Red: SLA breached
Ticket Validation
For tickets requiring approval:Validator Reviews
Validators receive notifications and can:
- Approve the ticket
- Refuse with comments
- Request more information
Linking Related Items
Link Tickets Together
- Duplicate: Mark as duplicate of another ticket
- Related to: Associate related tickets
- Parent/Child: Create hierarchical relationships
Link to Knowledge Base
Convert solved tickets into knowledge base articles:Ticket Statistics
View ticket metrics and performance data:- Statistics tab shows resolution time, response time, and other KPIs
- Processing ticket tab displays the complete timeline
- Costs tab tracks time and material costs associated with the ticket
Advanced Features
Recurring Tickets
Create tickets that automatically generate on a schedule:- Navigate to Assistance > Recurrent tickets
- Define the template and schedule
- Set start and end dates for recurrence
Ticket Templates
Use templates to standardize ticket creation:- Predefined fields: Auto-populate common values
- Mandatory fields: Ensure required information is provided
- Hidden fields: Simplify the form for specific categories
Email Integration
Tickets can be created and updated via email:- Send emails to your configured helpdesk address
- Replies to ticket notification emails update the ticket
- Attachments are automatically added as documents
Satisfaction Surveys
After ticket closure, requesters may receive satisfaction surveys:- View survey results in the Satisfaction tab
- Surveys expire based on entity configuration
- Ratings help measure service quality
Best Practices
Keyboard Shortcuts
| Shortcut | Action |
|---|---|
Alt+T | Go to main ticket view |
Shift+P | Jump to processing tab |
Alt+S | Go to statistics tab |
T | Quick access to tickets (global shortcut) |
Troubleshooting
Cannot create a ticket- Verify you have the appropriate permissions
- Ensure required fields are filled in
- Check entity access rights
- Self-service users cannot update tickets with existing follow-ups or tasks
- Closed tickets require special permissions to reopen
- Verify you have rights to the ticket’s entity
- Ensure SLA rules are configured for your entity
- Check that the ticket category and priority match SLA criteria
- Verify the ticket type (incident/request) matches SLA conditions