Reclassifying Ticket

After creating a ticket, it's possible to reclassify its information after it is opened. Selecting this option will send a notification e-mail to the requester, informing about the change made. It is not possible to reclassify a ticket after it’s been marked as Solved.

Before getting started

The attendant has to be in an executor group,

Flow must be linked to the option "Change SLA"

have permission to "create" in the activity flow of the ticket.

Procedure

Access the functionality Ticket Management through the main menu Processes > Request and Incident Management > Service Request and Incident;
Select or search for the ticket;
Click on the ticket, select the button “More Options” and choose the option "Reclassify";
Make the necessary changes.

🖊Note: When reclassifying a ticket, it is necessary to fill in the Justification for reclassification field so that all the people involved in the process are aware of the changes.

💡Tip: When reclassifying the ticket, the priority can be changed by changing the impact and urgency.

✅Rule: If the description of a ticket is edited, the changes made to the description will be displayed in the e-mail notification. This e-mail will only be sent if the parameter 231 ”Send an e-mail when an incident is edited” is set to "Activate”. The reclassification process includes an implicit delegation to the target Group or Attendant.

Filter in Major View

Functionality; Changes the Incident display color when it is marked as Major

Before getting started

It is necessary to have a portfolio that has an incident type activity to be created.

Procedure

Access through the Main Menu Processes > Incident and Request > Incident and Request

Procedure

Create an Incident by accessing the Create a New Incident or Service Request screen
Select the Registration option
Enter the data: Applicant, E-mail, Unit and Contact Origin
After filling in the data, the system will load the Portfolio, Services and Activity as per the requestor's permission.
Then the contract, impact and urgency will be loaded and if the Activity type is Incident, then the system loads the Major fiel.
Provide the incident description and save the data.

What to do next

Verify the correct classification of the Ticket in the Service Desk list of Tickets page.