Incident Ticket

Why is an incident ticket created, and for what type of issues should it be used?

Possible Questions:

Why do we create an incident ticket, and what issues does it cover?
Why is an incident ticket needed, and when should I use it?
Why is an incident ticket raised, and what problems qualify for it?

Answer:

An incident ticket is created when something is not working properly or has stopped working. It is used for issues like:

System or application not opening
Login not working
Internet or network down
Error messages while using a service
Computer or device not working
Service running very slow

How can a support agent create or raise an incident ticket on behalf of a customer?

Possible Questions:

How does a support agent raise an incident ticket for a customer?
How can a support agent create an incident ticket if a customer reports an issue?
How should a support agent log an incident ticket on behalf of a customer?
How is an incident ticket created by a support agent for a customer?
How can an agent manually create an incident ticket for a customer request?
How do support agents handle creating incident tickets on behalf of customers?
How can a support agent record a customer’s issue as an incident ticket?

Answer:

A support agent can create an incident ticket on behalf of a customer by manually logging the issue. The agent needs to enter the customer’s details, select the issue category, set the and provide a clear description of the incident. This ensures the ticket is tracked and worked on even if the customer does not create it directly.

Steps:

Go to Helpdesk App

After this step, you will be redirected to the My Tickets section

Navigate to the Services menu, then select Incident Request under the ITSM section

The ticket creation form will appear on your screen

Fill in all the required details and click Save

Description of each field as follows:

Customer

The name of the customer or organization reporting the issue.

Example: Pinnacle

Purpose: Helps identify which client the incident belongs to.

Requester

The person who reported or raised the incident (end user or customer contact).

Example: Raunak Pathak

Purpose: Used for communication and tracking who raised the request.

Summary

A short, clear title for the incident.

Example: Server disk space has reached a critical level (e.g., 90% utilization).

Purpose: Helps quickly understand the nature of the incident without reading the full description.

Attachment

Allows uploading files such as screenshots, logs, or error reports related to the issue.

Purpose: Provides supporting evidence to help resolve the incident faster.

Category

High-level classification of the incident.

Example: DC (Servers, Storage)

Purpose: Helps in routing the ticket to the correct team and generating accurate reports.

Sub Category

More specific classification within the main category.

Example: Server

Purpose: Further refines the type of issue, making it easier for support teams to handle.

Description

Detailed explanation of the incident, including symptoms, impact, and urgency.

Example: The server disk space has reached a critical threshold of 90% utilization. This may cause applications, services, or backups to fail if immediate action is not taken. The issue needs urgent attention to free up space or extend storage capacity to avoid service disruption.

Purpose: Provides context so the support team can understand the problem and take appropriate action.

How is ticket priority set during creation, and can it be changed afterward?

Possible Questions:

How is the priority of a ticket determined when it is created?
How does the system set ticket priority during creation?
Can an agent change the ticket priority after it has been created?
How do I update the priority of a ticket once it is submitted?
Is it possible to modify ticket priority after ticket creation?

Answer:

When a ticket is created, the system automatically assigns the default priority as “Medium.” This ensures that every new ticket has an initial priority value for tracking. However, the assigned priority is not fixed. A support agent or manager can review the issue details—such as impact, urgency, and business criticality—and then update the priority to Low, High, or Critical as needed. This flexibility allows the support team to handle tickets in the correct order of importance and ensure timely resolution.

Who is notified once a ticket is created?

Possible Questions:

Who receives notifications when a ticket is created?
How does the system notify users after ticket creation?
Who is informed when a new ticket is submitted?
Which users get alerts when a ticket is raised?
How are notifications handled after creating a ticket?

Answer:

Once a ticket is created, a notification is sent to the customer user (requester) for whom the ticket is raised. This notification confirms that the issue has been logged successfully and provides the ticket details such as Ticket ID, summary, and current status. In addition, depending on the workflow configuration, the assigned support agent or team may also receive a notification to ensure the ticket is attended to promptly.

What is the initial status of an incident ticket when it is created?

Possible Questions:

What status is assigned to a ticket when it is first created?
How is the initial status of an incident ticket set?
When a ticket is created, what is its default status?
What status does a new incident ticket have upon creation?
How does the system determine the starting status of a ticket?

Answer:

When an incident ticket is created, its status is automatically set to “Open” by default. This indicates that the issue has been logged in the system and is awaiting review or action by the support team. From this state, the ticket can be assigned to an agent and then progress through other statuses such as In Progress, Awaiting Customer Info, Resolved, and finally Closed.