Using the "Ticket Type" field, technicians will need to choose whether a ticket should be classified as an incident, a demand, or a generic request. The "Ticket Type" field is located on the Closure Information tab on the incident.
The "Ticket Type" field will allow technicians and managers to distinguish between tickets for reporting, SLA compliance measurements, and work prioritization purposes. Information from this field will be reported on and reviewed to determine which requests are most common and will allow the ServiceNow team and IRT to plan and prioritize catalog items for development in the Service Catalog.
It may not be immediately evident when triaging a ticket which Ticket Type is the correct one. It may turn out, for instance, that while a user is reporting a service is down it may just be caused by a typo in their network password. This type of ticket may begin as an Incident but could be changed to a request based on the user's need for help changing their password. Please set this field before you resolve the ticket and know definitively which option to choose.
When selecting between the available options for the "Ticket Type" field, please refer to the definitions below the screenshot. You can also hover over the options in the field for a reminder of what it is defined as.
Full descriptions of the Ticket Type options:
Incident: Is something broken or not working correctly? An incident is an unplanned interruption to a service or a reduction in the quality of a service. "Incident" should be selected when something is broken or not working as it should and needs immediate resolution. Examples may include a broken computer, an error when accessing Banner, Outlook not functioning correctly, etc.
Generic Request: Is the request for something we already offer? Requests generally refer to something we offer (or access to something we offer) that a user wants and/or needs but does not already have. Requests aren't as urgent as incidents or need immediate resolution. "Generic Request" should be selected for requests that aren't already available in the Service Catalog (which currently include Exchange shared mailboxes, quota increases, Confluence spaces, etc.). Generic Requests might be a request for information or advice, access to a service we provide, access to a shared network drive, a new shared calendar, or an inquiry regarding a specific service.
Demand: Is the request for something NOT in production? A demand is a request for a new service or an upgrade / modification to an existing service. Demands will typically result in Projects or Requests for Change. "Demand" should be selected when a user is requesting a new feature be added to an existing system, like adding a new code in Banner, a new feature in ServiceNow, or a request for network upgrades in support of a new building or other construction project.
SPAM: To only be used for spam email that comes into ServiceNow and creates a ticket. Assign these tickets to the Security Operations group and that email address will be blocked from creating further tickets. This ticket type IS NOT to be used for customers reporting SPAM. Those should be set as a "Generic Request."