Ticket Types

Ticket Types define the rules to help ensure correct information is collected when a Service Ticket is created or edited and control the progress of a ticket to completion.

Use the icon to add a new Ticket Type or the icon to edit an item.

The ... Item Menu will allow you to delete an item in the list unless this item is used in other data.

Ticket Type Maintenance

Code

Enter your code for this Ticket Type.

Name

Description of what the Ticket Type is intended for.

Allocate To

When a ticket of this type is raised, specifies the default user it will be allocated to.

Use the > icon to choose from a list of available nominated ticket controllers.

Task

Use the > icon to set the requirement for a Task to be required when processing this type of ticket. Choices are : - Not required - Optional requirement - Required

Customer

Toggle to select if a Customer must be specified for this type of ticket.

Inventory

Use the icon to set any requirement for Inventory or Assets to be specified on this type of ticket. Choices are : - Not Required - Inventory - Asset

NOTE There is an important link between the Inventory settings in Ticket Type and Task Types. When raising Tasks against a Ticket, you can only select Task Types where the Inventory setting matches. This helps ensure the correct Tasks are used for particular Tickets.

Example, you raise a Service Ticket with a Type 'Site Preparation', its Inventory is set to Not Required. When raising Tasks on this Ticket, only Tasks with a Task Type Inventory setting of Not Required can be chosen.

Contract

Use the icon to set the requirement for a Contract to be specified on this type of ticket. Choices are : - Not Required - Optional Requirement - Required

Notes

Enter any notes regarding this Ticket Type