Concept · entity · registered
Support ticket
A tracked request for attention from the people who operate a service. An incident and a service request are kinds of support ticket. A problem is not one: it follows a cause across incidents rather than one report. A ticket is not a work item on a delivery backlog, though repairing the cause may add one.
Definition
What Support ticket means
Used in data
In OVDB databases
Databases, recordsets and fields whose meaning is this concept, a kind of it, or whose values are instances of it. Rows open the OVDB Directory.
No OVDB database carries this concept yet.
Properties
What we can say about Support ticket
These properties describe meanings and reference targets. Storage types, required fields, and cardinality belong to the consuming data model.
| Property | Meaning | Values and units |
|---|---|---|
| Support ticket assignee | A person currently responsible for the ticket. | Values reference Person |
| Support ticket assignee team | A team currently responsible for the ticket. | Values reference Team |
| Support ticket tier | The support tier currently responsible for the ticket. An escalation moves the ticket from one tier to another. The tier is not the ticket's priority. | Values reference Support tier |
In the graph
Related concepts
Kinds of this concept
An unplanned interruption to a service, or a reduction in its quality. The incident is that interruption. Restoring the service is why it is handled, and can finish before the…
A request from a user, or from that user's authorized representative, that starts a service action already agreed as a normal part of delivery, such as granting access or…