Requests

Requests or tickets are commonly used in the context of IT service management (ITSM) to manage various types of tasks, issues, or requests within an organization.

- Priority: The priority level assigned to a problem ticket typically indicates its urgency or importance.
- Severity: The severity level indicates the impact of the problem on the organization's operations.
- Due Date: The date by which the problem needs to be resolved or investigated.
- Project: If the problem is related to a specific project or ongoing initiative, it may be tagged accordingly.
- Details: Information regarding symptoms, potential causes, and any relevant troubleshooting steps taken.

Here's a breakdown of the requests types:

Problem

A problem ticket is raised when an issue is identified that may require investigation to determine its root cause. It represents an underlying cause of one or more incidents.

Incident

An incident ticket is raised when a user or system reports a disruption or degradation in service. It represents an event that impacts the normal operation of IT services.

Change Request

A change request is raised when a modification to IT infrastructure, systems, applications, or other components is required. It is used to formally propose, assess, and implement changes.

Service Request

A service request is raised when a user or department requires assistance or a specific service from the IT department. These requests are typically predefined and documented in a service catalog.

Each of these ticket types serves a specific purpose within IT service management and helps organizations effectively address issues, implement changes, and fulfill service requests while prioritizing and managing resources efficiently.