ITSM / Service Tickets

Service Tickets

Every catalog submission becomes a service ticket you can assign, prioritize, and close, with SLAs and activity history so nothing falls through the cracks.

Real-world scenario

Maya Chen · IT Manager at Bluewave Labs

Sophie submitted a VPN Access Request Monday morning. Maya needs to see it's still unassigned Wednesday, and whether the SLA clock is about to breach.

Before you begin

  • ITSM license enabled
  • At least one published service in the catalog

Overview

A service ticket is created when someone submits a catalog form, usually from the Employee Portal, though admins can create requests on behalf of employees. Maya's team manages tickets from ITSM queues; Sophie tracks only her own requests in the portal.

For example

Ticket #ITSM-1042. Sophie Park · VPN Access Request · Submitted Jun 3 · Priority: Normal · Assignee: unassigned · SLA: 2 business days to first response.

Ticket lifecycle

Tickets move through these statuses:

  • Submitted. Employee completed the service form; waiting for IT
  • Assigned. Routed to a team or individual assignee
  • In Progress. Someone is actively working the request
  • Resolved. Request fulfilled; may await requester confirmation
  • Closed. Ticket complete; no further action

Update status and priority from the ticket detail drawer. Filter queues by status, service, assignee, and date range to find backlog or SLA-at-risk items.

Triage a ticket

  1. 1

    Open the ticket

    From Team Requests or Service Requests, click a row to open the detail drawer.

  2. 2

    Review form responses

    You'll see everything Sophie submitted, manager name, justification, preferred monitor size, etc.

  3. 3

    Assign and set priority

    Route to yourself or a teammate. Priority drives SLA timers on the dashboard.

  4. 4

    Work and update status

    Move through In Progress → Resolved as you provision access or order hardware.

  5. 5

    Close when done

    Resolved means fulfilled; Closed means no further action. Sophie gets notified on key updates.

Add internal notes for your team or customer-visible comments Sophie will see in the portal. The activity log captures status changes, assignments, and form updates; assignees get notified on key events.

Org-wide vs team queue

Service Requests shows every ticket in the org, useful for escalations and reporting. Team Requests is scoped to your team for faster daily triage.

SLAs and analytics

Priority drives SLA timers and dashboard metrics. The ITSM Dashboard tracks adherence, average resolution time, and backlog trends. Filter by category or service to spot bottlenecks, e.g. if Monitor Requests spike after a hiring push.

Submitted form data also lives in Form Responses. Run Sentiment Analysis on free-text fields after deployments or recurring services.

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