Package psdi.app.ticket

The Ticket package contains Mbos related to Service Desk applications.

See: Description

Package psdi.app.ticket Description

The Ticket package contains Mbos related to Service Desk applications. A Ticket is a routable and statusable object in the system. A ticket can be a Service Request, an Incident, or a Problem. Three new applications namely Service Request,Incident and Problem are available as a part of the Service Desk applications. These applications are designed in a flexible and configurable way that can accomodate a variety of business processes and flows. Users can create different kind of tickets from a variety of sources like email,phone,fax,web,walk-up,etc using the different apps and can manage them throughout their lifecycle.

Package Specification

The MBOs included in the Ticket package are:

  • Ticket -- The main business object and also the owner of other MBOs in this package. All the different type of tickets extends from this class.
  • Incident -- One of the Ticket classes that extends from the main Ticket class. Incident is any event that is not part of the standard operation of a service and that causes, or may cause, an interruption to, or a reduction in, the quality of that service. The impact on the service may be slight and perhaps even transparent to the user.
  • Service Request -- One of the Ticket classes that extends from the main Ticket class. Service Request is an initial process that the Service Desk uses to manage the receipt of any type of request, including user-reported problem/issue (i.e. ITIL "Incidents") or requests for service or information.
  • Problem -- One of the Ticket types that extends from the main Ticket class. Problem is an unknown underlying cause of one or more Incidents. It will become a Known Error when the root cause is known and a temporary workaround or a permanent alternative has been identified and provided.When Problems become Known Errors and are closed, existing Incidents can be resolved and closed.
  • TicketAsset -- This mbo stores the asset and location information related to a ticket. Multiple assets may exist on a ticket.
  • TKStatus -- This Mbo records the status changes the Ticket object goes through. For more information about ticket status changes see the TKStatusHandler class. Fetch from a Ticket through the relation TicketSetRemote.TKSTATUS
  • RelatedRecord -- This Mbo records the information about the records that are related to this ticket. The Related Records can be either SR, Problem, Incident, Workorder, Change, Release or an Activity.
  • Owner History -- This Mbo stores the information about all Ownership changes for a Ticket or a Work Order.
  • Work Log -- This Mbo stores the information about the details of work related information for a Ticket.
  • Record SLA -- This Mbo stores the information about the details of the SLA's that have been applied to a specific ticket.

Ticket Templates

  • Ticket Template -- This Mbo represents a Ticket template. A Ticket template can be a predefined set of instructions, that will be used to resolve common problems.Ticket templates are used to quickly and efficiently manage common, high-volume Tickets .
  • Ticket Template Activity -- This Mbo represents a single or set of Job plans. A Ticket Template Activity is always owned by a Ticket Template.
  • TemplateStatus -- This Mbo records the status changes for the Ticket Templates. For more information about Ticket Template status changes see the TemplateStatusHandler class. Fetch from a Ticket Tempalte through the relation TKTemplateSetRemote.TEMPLATESTATUS

Related Documentation


Last updated: Tuesday, December 9,2003

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