TDX: Understand Ticket Classifications

There are five ticket classification forms that technicians will use in the U of M Tickets application. Each form has fields tailored to the specific type of ticket it addresses. See Working with Parent/Child Ticket Relationships to understand ticket hierarchy within TDX.

Incident Form 

• Use when something is not working or something is broken.
• See Create an Incident Ticket for how to use this form.

Service Request Form

• Use when someone needs something to do their job such as access to an application or system, a new computer or peripheral, or other service requests. 
• The User Support Service Desk will classify all password resets as service request tickets in TDX. See Handle Password Reset Request for more information.

Major Incident Form

• Use when significant outages occur. 
• A Major Incident form will exist for the period of time that a major outage is going on.
• See Understand the Use of Major Incident Tickets for more information.

Problem Form

• Use this ticketing form AFTER a Major Incident ticket is resolved.
• Use for analysis of recurring Incident tickets that show a trend in something not working correctly.
• See Understand the Use of Problem Tickets for more information.

Change Form

• This ticket classification is used for situations in which a change to a current technology or service needs to be approved and communicated.