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Ticket types and relationships
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Tickets carry a type, and can be linked to each other — the two things that turn a queue into something you can reason about.
Types
| Type | Use for |
|---|---|
| Incident | Something is broken now. |
| Request | Someone wants something. |
| Problem | The underlying cause behind one or more incidents. |
Set the type when raising a ticket. The queue shows a Type column and can filter by it — which is what lets you separate "things are broken" from "people want things", two very different workloads.
Linking tickets
The Related tab links a ticket to others. Linking is how you show that five separate reports are the same outage, or that a request depends on a change.
Promote to problem
A ticket can be promoted to a problem. Use it when you realise an incident isn't a one-off: promoting gives the underlying cause its own record, which the individual incidents can then link to.
The value is that the investigation lives in one place, rather than being retold in each incident and lost when they close.
Notes & tips
- Set the type at creation. Retyping a queue after the fact is tedious, and the filters are only as good as the data.
- Promote to problem earlier than feels necessary — the second time you see the same symptom is usually the right moment.