2. Working with tickets
You can think of a ticket as a
case-sheet that contains the entire history of an issue- right from
the minute it was reported to the time it gets closed. Also, every ticket carries a unique ID
number that differentiates it from the rest.
Tickets are bifurcated into two distinct categories- Incidents and Service Requests.
● An incident can be defined as an unplanned interruption to (or a reduction in the quality) of an IT service. An issue with the WiFi, for instance, is an incident.
● A service request is a request from a user for information, advice, a standard change or access to an IT Service. The most common example, arguably, is the good old password reset request.