Ticketing

A ticket is a request for work. This request can be in response to a problem that needs to be fixed, for routine maintenance, or for any type of work you require. Tickets are assigned a severity based on the severity of the issue that needs to be fixed or worked on. For example, a server going down might require a critical ticket, whereas a routine maintenance issue might require only a minor ticket. These severities range from healthy to notice, minor, major, and critical.

A ticket can be created manually, or created based on an event. If a ticket is created based on a selected event, most of the ticket fields are populated automatically by SL1.

SL1 can also automatically create a ticket, using Run Book Automation and user-defined parameters.

In SL1 you can view a list of active tickets, create new tickets, edit one or more existing tickets, and generate reports for one or more tickets, among other features.

The following topics are covered in this manual: