TDX: Tickets Classifications

Tickets have classifications ranging from (in order of lowest to highest): 

1. Service Requests and Incidents 

2. Major Incidents 

3. Problems 

4. Changes 

5. Releases 

Any classification that is numbered higher on that list can be a parent to a ticket with a class that is *lower* than it is. Incidents and/or Service Requests cannot be parents/children of each other. 

You would need to be sure you have those ticket classifications active though before you could use them to create parents for other tickets. 

The classification of the tickets need to follow this diagram. For example, if your parent ticket is a Service Request classification, it can't be a parent since it is on the bottom of the pyramid. You'd need to adjust the classifications, so the parent classification is above the child classifications.  

​​​​​​Creating a Major Incident Ticket 

• Go to the IT Tickets tab > +New > Major Incident Form 

• Fill out the form as usual, except use "unspecified client" as the Requestor. This is because this is the "parent" ticket and should be generic rather than associated with a specific user. By default this ticket has a High priority. It should be assigned to the group whose area of responsibility the problem is. 

• Also, make sure that the initial description is client friendly because it will copy over to child tickets. If more technical details need to be added, the submitter can do so as an update to the ticket after it is created. 

Adding Child Tickets to the Major Incident Ticket 

• Go to the IT Tickets tab > Left Menu > Tickets > Major Incidents 

• All open major incident tickets will be listed, with the most recently-modified ones at the top 

• Locate the correct major incident ticket and open it 

• Click the Children tab at the top of the page 

• Click Add New* > Child Incident 

• *Existing tickets can be added as well by clicking Add Existing, but since this will list all open tickets, note that it may be difficult to pick out the child tickets from the list. Check the box for each ticket to be added as a child, then click Add Selected at the top of the page. 

• Change the Requestor to the person who is reporting the problem 

• Uncheck the Notify Responsible box under the Responsible field (the responsible group doesn't need to get notified every time a child ticket is added). 

Updating and Closing a Major Incident Ticket 

• Updating: When updating a Major Incident ticket with details of the resolution process, make sure that "Cascade" is NOT checked, and that no clients are notified, unless the update is specifically geared towards providing clients with updated information about the status of the resolution. In that case, do the opposite, making sure that Cascade IS checked and that Cascade Notification has the appropriate roles selected (Requestors, Responsible, etc.). 

• Closing: When closing a Major Incident ticket that has child tickets, both the parent and all child tickets can be closed at the same time, thus notifying all clients of the resolution. Make sure that the final update is written in client-friendly language, that Cascade is checked, and that Cascade Notification has the appropriate roles selected (Requestors, Responsible, etc.).