Tickets and ticketing

One of the most important functions of the Self-Service Portal is an effective management of the basic ticketing flow.

Dealing with tickets means that you work with the Portal Info tiles. They are the actual starting point for creating a ticket, displaying the existing tickets as well as confirming or rejecting a ticket solution.

Ticket type differentiation

In the front end, a user creates a Call ticket type (not an Incident) when creating a new issue using Self-Service Portal. Only later the individual calls are further classified as Incidents and Service Requests by the Service Desk.

Term	Explanation
Call	Refers to a call to the Service Desk. There are two call categories: Incidents Service Requests
Incident	An unplanned interruption to a service or reduction in the quality of a service.
Service Request	A requirement for delivery of a product or service.

Note

This is an automatic process which the Self-Service Portal end-user cannot actively control.