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OTRS::ITSM 1.2 - Basic
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Chapter 7. Service desk, incident & problem management

The service desk (which, according to ITIL, is not a process but a function) is usually the ticket system's main field of application. All user messages and notifications from system monitoring and internal IT organization meet here. The ITIL service management process describes, closely interweaved with the service desk, which work steps, information, escalations and/or interfaces are relevant in connection with the processing of incidents or service requests.

The incident and problem management processes within OTRS::ITSM are based on ITIL recommendations and ITIL terminology. At the same time, user comfort was a main consideration and terms known from OTRS have been retained as far as possible.

Source: ILX Group (www.ilxgroup.com)

7.1. Ticket generation, classification and prioritization

At ticket generation in our case a phone ticket the following information can be registered additionally to the information implemented in OTRS:

  • ticket type

  • relevant service

  • SLA

  • impact

  • priority

Depending on the service selected, impact and priority are automatically submitted from the criticality impact priority matrix but can be overwritten. Requests can thus be prioritized higher or lower, which corresponds to real day-to-day IT business requirements.

Surely every IT service staff member knows a so called VIP customer who wants to be treated more equal than others and can be, this way.

By following the ticket content (zoom) link, detailed information about the ticket can be called up. All data relevant for IT support is consolidated in the right hand section:

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Ticket types and attributes SLA relevant time information