3.2.3.1 incident tickets

This section describes tickets of type “incident”.
Tickets of type “incident” are used to handle various events that affect IT services, such as inquiries from users and system failures.
The fields of incident tickets are as follows.

(Table) incident ticket fields

Field	Add window	Zoom window	Description
SLAs*1	×	△	Calculates and displays SLAs. For details, see "SLAs".
Ticket ID	×	△	Displays the ticket ID. *Automatically assigned. The IDs may not always be numbered sequentially.
Type*2	〇	△	Displays the ticket type.
Ticket Number	×	△	Displays the number automatically assigned to the ticket.
Status*1 *2	〇	〇	Displays the status of tickets. This status is not synchronized with the workflow status. For details about status transitions, see "(Table) incident ticket status transitions".
Created On	×	△	Displays the date and time on which the ticket was created.
Created By	×	△	Displays the user name of the user who created the ticket. However, if the customer user is the one who created or updated the ticket, "--" will be displayed.
Updated On	×	△	Displays the date and time on which the ticket was last updated.
Updated By	×	△	Displays the user name of the user who updated the ticket. However, if the customer user is the one who created or updated the ticket, "--" will be displayed.
Closed On	×	△	Displays the date and time on which the ticket was closed.
Criticality	〇	〇	Displays the criticality of the ticket.
Impact	〇	〇	Displays the impact of the ticket.
Priority*2	〇	〇	Displays the priority of the ticket.
Affected Scope*1	〇	〇	Displays the affected scope of the ticket.
Category	〇	〇	Displays the ticket category.
Assigned To*1	〇	〇	Displays the agent assigned to the ticket.
Assignment Group*1	〇	〇	Displays the group assigned to the ticket. *The Group UUID is displayed in the Ticket List in the Ticket browser window and Related Records window.
Customer*1	〇	〇	The customer is displayed. For customer user, the customer to which they belong is automatically displayed.
Customer User*1	〇	〇	The customer user is displayed. If nothing has been specified, the customer user who created the ticket is automatically displayed.
Queue	〇	〇	The assigned point of contact for the ticket is displayed. Specify if a point of contact has been determined for specific ticket types or content. If nothing has been specified, "Raw" is entered automatically.
SLA*1	〇	〇	Displays the SLA assigned to the ticket. Even if an SLA is assigned automatically, you can manually set the SLA by clicking the icon to look it up.
Approvers*1 *3	×	△	Displays the current approver of the ticket.
Approval Group*1 *3	×	△	Displays the current approval group of the ticket.
Parent Ticket*1	〇	〇	The ticket number of the parent ticket is displayed. For tickets that were automatically created upon execution of a workflow from the Ticket zoom window, the ticket number assigned at its source is displayed.
Title*2	〇	〇	The title of the ticket is displayed. For tickets created upon execution of a workflow, the workflow name is entered automatically.
Problem Occurred On*1	〇	〇	Displays the date/time when the problem occurred.
Cause Identified On*1	×	〇	Displays the date/time when the cause of the problem was identified.
Description	〇	〇	A description of the ticket is displayed.
Close Notes*1	×	〇	The conclusion for the ticket is displayed.
Work Notes	×	〇	Displays the work notes of the ticket. For details, see "Work notes".
Attachments	〇	〇	Attaches files to the ticket. Or it displays the files attached to the ticket. For details, see "Attachments".

The status transition options are as follows. However, if the approval function is enabled, the options will not be displayed for statuses that require approval. The next status after the status that requires approval is not one of the options below, but the status that was set when the approval function was enabled.
The current step is described in the format “Ops I status variable name (Ops I status label name)”. The Ops I status variable name is used in YAML definitions and API settings. The Ops I status label name is the status name displayed in the Ops I GUI.

(Table) incident ticket status transitions

[Example of status transition]

The status is changed according to the work task as follows.

• Ticket is created: open
• A ticket was created in error, or the work task became unnecessary: cancelled
• Cannot be handled for a certain period of time: pending
• Handling of the ticket has begun: in_progress
• Handling is completed: completed
• When the status is [completed] or [cancelled], permission to close the ticket is obtained from the administrator: closed
• When the status is [completed], permission to close the ticket cannot be obtained from the administrator: in_progress

The fields containing related information for incident tickets are as follows.

(Table) Fields containing related information for incident tickets