Overview

Ticket Types define the wording of a ticket in a specific system area within Vivantio and detail the two letter prefix of each when referring to a reference number. This enables Vivantio to be flexible for your business wording and processes. Define the number of leading zeros in front of ticket numbers in the ID Padding box and define the two letter prefix prior to the ticket number. The Enabled tick box must be selected for the Ticket Type to be visible.

Work which is segregated into different departments, can be duplicated in Vivantio, for example, by creating an HR Ticket Type, the ticket will start with HR, followed by the ticket number. Segregating tickets protects those with secure and confidential content from being read by those to whom it does not concern. Routing can be applied to those tickets which start with HR to ensure the ticket is automatically assigned to the HR Department. For further information on Routing, please navigate to the Routing Rules tab in the Business Rules area.

Within the Ticket Type tab, the ability to enable Task Management is provided with a tick box; Tasks can belong to all of the system areas if this is chosen which provides the user with the option of creating tasks for a set of jobs required to complete the Ticket. For further information on Tasks, please see the Tasks configuration in the Admin Area. When Task Management is enabled the Task Tab appears within the Incident Details Screen. When the Tasks have been created, they will appear in the Task tab and in the Task system area in the left hand side menu.

Vivantio allows Tickets to be escalated or promoted into different types of Tickets. The process of promotion creates a new Ticket in the target Ticket system area and links the originating Ticket to it. Promotion is always unidirectional: if Ticket type A can promote into type B then B will not be able to promote into type A. For example, the following promotion hierarchy can be configured in the admin area: Incident to Problem, Problem to Change Request, Incident to Change Request.

Please Note: For Vivantio Pro, 4 Ticket Types are available as default, Vivantio ITSM has unlimited Ticket Types.

The standard Ticket Types in Vivantio are ITIL based Incidents, Problems, Changes and Service Requests. Vivantio was originally designed to be a Help Desk and Service Desk solution, however, it has evolved into a solution that fits many different purposes including Call Centres, Operations teams and Management or Transport Offices. As such, terminology of these ticket types can be changed, some examples are Tickets, Requests and Issues. However, a ticket type can also be used for different departments in your business including HR, Facilities, Finance, Projects, etc and so the tool can be an all in one solution for your business needs.