Ticket Management

The fields and tags in the Ticket Management data model and event category describe service requests and their states in ITIL-influenced service desks, bug trackers, simple ticket systems, or GRC systems. They can help you establish a domain’s data requirements so you can create apps that support each other.

Tags used with Ticket Management event objects

Object name	Tag name
All_Ticket_Management	ticketing
|____Incident	incident
|____Problem	problem
|____Change	change

Fields for Ticket Management event objects

Object name	Field name	Data type	Description	Possible values
All_Ticket_Management	affect_dest	string	Destinations affected by the service request.
All_Ticket_Management	comments	string	Comments about the service request.
All_Ticket_Management	description	string	The description of the service request.
All_Ticket_Management	dest	string	The destination of the service request. May be aliased from more specific fields, such as dest_host, dest_ip, or dest_name.
All_Ticket_Management	priority	string	The relative priority of the service request.
All_Ticket_Management	severity	string	The relative severity of the service request.
All_Ticket_Management	src_user	string	The user or entity that triggered or created the service request, if applicable.
All_Ticket_Management	status	string	The relative status of the service request.
All_Ticket_Management	tag	string	A tag for the service request.
All_Ticket_Management	ticket_id	string	An identification name, code, or number for the service request.
All_Ticket_Management	time_submitted	string	The time that the src_user submitted the service request.
All_Ticket_Management	user	string	The name of the user or entity that is assigned to carry out the service request, if applicable.
Incident	incident	string	The incident that triggered the service request. Can be a rare occurrence, or something that happens more frequently An incident that occurs on a frequent basis can also be classified as a problem.
Problem	problem	string	When multiple occurrences of related incidents are observed, they are collectively designated with a single problem value. Problem management differs from the process of managing an isolated incident. Often problems are managed by a specific set of staff and through a problem management process.
Change	change	string	Designation for a request for change (RFC) that is raised to modify an IT service to resolve an incident or problem.