Selecting a ticket type

When you create a ticket in Autotask, you must select a ticket type. The ticket type determines which Accessory tabs are available and which Tools are enabled on the ticket.

With the Ticket Type classification, Autotask supports the Information Technology Infrastructure Library (ITIL), a set of practices for IT service management (ITSM), specifically Service Management, Incident Management, Problem Management and Change Management. But even if you don't follow ITIL guidelines for problem management, Autotask's problem/incident ticket feature will help you group and manage tickets that have a common cause.

An additional ticket type, Alert, supports the deep integration between Autotask and Datto RMM.

Service Request

Service Request is the default ticket type, unless your ticket category specifies a different one. Service Requests are typically stand-alone requests from a user for information, advice, a standard change, or for access to an IT service. Service requests are usually handled by the Help Desk and do not require a Change Request to be submitted.

EXAMPLE  Reset a password, or provide standard IT services for a new user.

If you are not using problem, incident, and/or change request tickets, use this ticket type for all tickets.

Incident

An incident describes an unplanned interruption to an IT service or a reduction in the quality of an IT service. Failure of a device that has not yet impacted service is also an incident.

EXAMPLE  Failure of one disk from a mirror set.

Incidents can be isolated, or a number of them can have the same root cause.

Problem

This ticket type tracks the cause of one or more incidents. The cause is not usually known at the time a problem ticket is created, and further investigation is required.

EXAMPLE  A power outage results in disruption of service to several customers.

For detailed information on using and managing problem and incident tickets, refer to Working with problem and incident tickets.

Change Request

This ticket type allows you to describe a significant change that might resolve one or more problems or incidents. It allows you to track related problems and incidents, and will manage and track the approvals by other members of your organization.

EXAMPLE  Replacing a server to resolve multiple performance issues with multiple customers.

This ticket type is only available when the Change Management feature is enabled. For detailed information on managing change request tickets, refer to Change management.

Alert

This ticket type is used by the Datto RMM remote monitoring integration.

NOTE  All tickets created in Autotask by the Datto RMM integration are set to the Alert ticket type, and automatically assigned the Alert ticket category.

NOTE  The Alert ticket category is available even when the Datto RMM integration is not enabled.