3.2.3.5 rfc tickets

This section describes tickets of type “rfc”.
Tickets of type “rfc” are tickets used to manage changes to IT services.
rfc tickets can be changed to one of the following types depending on their intended use.

  • normal: Normal changes that have not been permitted or defined in advance
  • emergency: Emergency changes in response to unexpected errors, etc.
  • breakfix: Changes for recovering from system failures
  • standard: Routine changes that have been permitted in advance and are low risk

The fields of rfc tickets are as follows.

(Table) rfc ticket fields

Field Add window Zoom window Description
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) rfc ticket status transitions (for standard)" and "(Table) rfc ticket status transitions (for normal, emergency and breakfix)".
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 〇 〇 Displays the affected scope of the ticket.
Category 〇 〇 Displays the ticket category.
Change Risk 〇 〇 Displays then change risk when changing.
Change Reason 〇 〇 Displays then change reason when changing.
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.
Planned Start 〇 〇 Displays the planned start date/time of the change.
Planned End 〇 〇 Displays the planned end date/time of the change.
Actual Start*1 〇 〇 Displays the actual start date/time of the change.
Actual End*1 〇 〇 Displays the actual end date/time of the change.
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.
Change Type 〇 △ Displays then change type when changing. If nothing has been specified, "normal" is entered automatically.
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.
Lower Environment Testing Completed*1 *2 〇 〇 Displays that testing of the lower environment for the change has been completed. If nothing has been specified, "no" is entered automatically.
Description 〇 〇 A description of the ticket is displayed.
Implementation Plan*1 〇 〇 Displays the implementation plan.
Backout Plan*1 〇 〇 Displays the change backout plan.
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".
〇: Editable, △: Read-only, ×: Not displayed
*1: This field is not displayed in the "Ticket" tab of the request application.
*2: This field must be filled in by default.
*3: This is only displayed when the approval flow is enabled. For details on setting approval flows, see "Ticket approval function".


The status transition options are shown below, divided into 1) standard and 2) normal, emergency, and breakout. 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) rfc ticket status transitions (for standard)

Current step Options in next step
open* (Open)
  • awaiting_implementation
  • cancelled
awaiting_implementation (Awaiting Implementation)
  • cancelled
  • implementing
resolved (Resolved)
  • closed
cancelled (Cancelled)
  • closed
completed (Completed)
  • closed
awaiting_backout (Awaiting Backout)
  • closed_with_backout
implementing (Implementing)
  • awaiting_implementation
  • resolved
  • cancelled
  • completed
  • awaiting_backout
closed (Closed) -
closed_with_backout (Closed With Backout) -
(Legend) -: N/A
*The initial status.


(Table) rfc ticket status transitions (for normal, emergency and breakfix)

Current step Options in next step
open*1 (Open)
  • cancelled
  • planning
declined (Declined)
  • cancelled
  • planning
awaiting_approval (Awaiting Approval)
  • declined*2
  • awaiting_implementation*2
  • planning
awaiting_implementation (Awaiting Implementation)
  • cancelled
  • implementing
resolved (Resolved)
  • closed
cancelled (Cancelled)
  • closed
planning (Planning)
  • awaiting_approval
  • cancelled
completed (Completed)
  • closed
awaiting_backout (Awaiting Backout)
  • closed_with_backout
implementing (Implementing)
  • awaiting_implementation
  • resolved
  • cancelled
  • completed
  • awaiting_backout
closed (Closed) -
closed_with_backout (Closed With Backout) -
(Legend) -: N/A
*1: The initial status.
*2: Changes depending on the result of the approval flow.


[Example of status transition]

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

<For standard>

  • Ticket is created: open
  • A ticket was created in error, or the work task became unnecessary: cancelled
  • Before handling: awaiting_implementation
  • Handling: implementing
    • Unexpected problem encountered while handling: awaiting_backout
    • Unexpected problem resolved while handling: closed_with_backout
  • Handling is completed: completed
  • Handling completed with workaround: resolved
  • When the status is [completed], [cancelled] or [resolved], permission to close the ticket is obtained from the administrator: closed

<For normal, emergency, and breakfix>

  • Ticket is created: open
  • A ticket was created in error, or the work task became unnecessary: cancelled
  • Creating a plan: planning
  • Plan is created and waiting for approval: awaiting_approval
    • Change is made to plan while waiting for approval: planning
    • Plan has been approved and awaiting handling: awaiting_implementation
    • Plan is not approved: declined
    • Plan is not approved and being revised: planning
  • Handling: implementing
    • Unexpected problem encountered while handling: awaiting_backout
    • Unexpected problem resolved while handling: closed_with_backout
  • Handling is completed: completed
  • Handling completed with workaround: resolved
  • When the status is [completed], [cancelled] or [resolved], permission to close the ticket is obtained from the administrator: closed


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

(Table) Fields containing related information for rfc tickets

Field Add window Zoom window Description
Related Records × △ Displays a list of tickets and workflows linked to tickets. For details, see "Related records".
Related Links 〇 〇 For details, see "Related links".
Service Catalogs* × △ Displays a list of catalog items. For settings on displaying/hiding catalog items and settings regarding the display order of catalog items, see "Designing a data model". For details, see "Service catalogs".
〇: Editable, △: Read-only, ×: Not displayed
*This field is not displayed in the "Ticket" tab of the request application.