Overview
The UA Enterprise Service Management (ESM) system offers many ways to categorize ticketing data, including by service, ticket type and type categories. These categorizations help classify the nature of the ticket being created. Type Category is used to help categorize Ticket Types that are the same "theme" or "subject". One thing to keep in mind with using Ticket Types is they are internal values to TDWorkManagement and Technician views. These are not customer facing values.
In this article:
Categorizing Tickets
The ESM system offers many ways to categorize ticketing data:
- Classification - These are the traditional Service Request, Incident, Major Incident, Problem, and Change. Most departments utilizing the ESM system will use Service Requests. The other ticket classifications tend to be used more by IT organizations.
- Service category - A logical grouping of services from the perspective of customers.
- Service - An end-to-end service which delivers value to customers, typically not identified by a specific product or application. A service combines people, process, and technology to provide output/results which enable business capabilities or a customer's need.
- Type Category - Categories allow similar Types to be grouped so that they can be located in a more intuitive manner.
- Ticket Type - Types are used to specify the kind of work that should occur on the associated Ticket
- Form - While forms are not traditionally thought of, or used, as a way to categorize tickets if a specialized form was created to fulfil a business need it can be a useful tool in grouping, searching, or filtering tickets.
- Custom Attribute - If the options listed above do not provide the degree of flexibility and/or reporting desired, the creation of a custom attribute (often of the dropdown or checkbox list type) can be an effective method for categorizing tickets. If this options is selected, the generally recommended best practice so to create a single attribute that is used on all applicable forms so as to ensure that any reports/dashboards created can all reference the same attribute.
Type Categories
Within the UA ESM system Type Categories are created and maintained by the ESM Enterprise Admins. As a department elects to adopt the use of the ESM system, a type category will be created so that Ticket Types created by App Admins can be grouped appropriately. In general, type category names are in the format of "<MAU> <Dept. Name/Abbreviation>" (e.g. "UA OIT", "UA HR", "UAA IT", "UAF NTS", "UAS IT", etc.)
Ticket Types
Departments support a wide range of requests and activities. The benefit of using tickets as a record of these efforts is that it helps drive staff productivity, gives customers fewer touchpoints into your organization, and enables easier data analysis and reporting. Every ticket, by the nature of the ESM system, will always have a Classification, Service Category, and Service associated with it. While these are all helpful in classifying and reporting on work efforts, the Service Categories, and Services are all primarily customer focused. App Admins can create Ticket Types to be able to classify tickets based upon the nature of work from the department's perspective.
While there's a wide range of types based upon department needs, the following are common examples:
- Standard
- Maintenance
- Operations
- Project
- Backlog, Opportunity Backlog, Idea Backlog, Feature Backlog, or Product Backlog
Need additional help or have issues
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