ITIL Sample incident ticket template

1. Executive overview
Describe the purpose, scope and organisation of the document.

2. Incident overview
This document is intended to provide an understanding of the attributes/fields that need to be captured in an incident ticket (a record of information relating to an incident). It provides guidance via several sections which could be considered as different tabs on a ticket within an IT service management tool. The following definitions apply for the tables below: Read only: No data may be entered into the field. System generated: The application will automatically generate the correct value(s). Check box: A box, that when clicked will show a mark, indicating that the box has been activated. Linked record: Means that the field provides a button to allow the user to click on, which will take them to a list of records in the database, at which point they may choose a value to populate the field with. User defined: Field allows the user to enter any value that they wish. User defined array: Field is considered a large text box which will allow the user to type multiple lines of text. Drop box: Field allows the user to click on a drop down list of information, where they are allowed to make one selection to populate the field. Drop box nested: The values in this field are dependent on the values listed in the above drop box. Break in format: Indicates where there will be a visual break in sets of information captured on the incident ticket.

3. Ticket details
This is a common set of information to be gathered for each incident ticket. Field Ticket ID Description (where necessary) Type of field

This is the number for the ticket. This Read only. System generated. should be an incremental number. N.B. In high call volume service desks, this number can quickly increase. Some service desks use the following format, which guarantees the number will never exceed a certain length. YYYYMMDDxxxxx, where (xxxxx) is a number that resets every day and increments with each new ticket logged.

Contact name First name Last name

Self explanatory. Self explanatory. Self explanatory.

Linked record. Read only. Populated by contact name. Read only. Populated by contact name.

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Field Employee ID

Description (where necessary) It may be necessary to have a unique ID for each contact on the ticket. An employee id is a common solution. Self explanatory. This field lists the corporate structure/department that the contact belongs to. Phone number Extension number Facsimile number This check box indicates if the user is of some importance within the company and requires a better level of service. Break in format

Type of field Read only. Populated by contact name. Read only. Populated by contact name. Linked record.

Email Corporate structure/department

Phone # Ext # Fax # Critical user

Read only. Populated by contact name. Read only. Populated by contact name. Read only. Populated by contact name. Check box.

Reported by different from contact

This field is a check box that will display the next section of information. This is common amongst tickets, as in some scenarios the person calling about the incident is not necessarily the individual with the issue. For example, Personal Assistant calling on behalf of the CEO.

Check box.

Reported by Phone # Ext # Fax #

Name of the person reporting the incident. Phone number Extension number Facsimile number Break in format

Linked record. Read only. Populated by contact name. Read only. Populated by contact name. Read only. Populated by contact name.

Location

This field should be a linked record and not reliant on the above information. The simple reason is that some employees in your organisation may move around and therefore their usual location may not be applicable. Self explanatory. Self explanatory.

Linked record.

Room/floor ref. Cost centre

Read only. Populated by location. Read only. Populated by location.

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Field

Description (where necessary) Break in format

Type of field

Status

The status of the ticket. This will be initially set to open when first logged. Please see Incident Category Definition Document for further information.

Drop box.

Owner

Initially populated by the individual Linked record. (operator) logging the ticket, however, this is a changeable field as tickets may change ownership due to various reasons. The owner of the ticket can only be a service desk representative.

Type

This defines the type of ticket. Values here include: Incident and service request.

Drop box.

Category

Please see INC8700 Incident Category Drop box. Definition Document for further information. Please see INC8700 Incident Category Drop box nested. Definition Document for further information. Please see INC8700 Incident Category Drop box. Definition Document for further information. The impact is the measure of business criticality. Drop box.

Subcategory

Product type

Impact Urgency Priority SLA

Urgency is about the necessary speed Drop box. to solve the ticket. Priority is defined by expected effort in resolving the ticket. The associated Service Level Agreement. Break in format Drop box. Linked record.

Configuration ID Type

The configuration item number that is involved in the incident.

Linked record.

The type of configuration item. For Read only. Populated by configuration example: hardware, software, printer, ID. PC etc. The model of the configuration item. For example: HP laserjet, HP desktop, Dell desktop etc. Break in format Read only. Populated by configuration ID.

Model

Assignment group

The second or third line support group to which the ticket has been assigned.

Linked record.

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Field Assignee name Phone #

Description (where necessary) An individual within the assignment group that is working on the ticket. Self explanatory.

Type of field Linked record. Read only. Populated by the assignee name field.

4. Update details
Field Cause code Description (where necessary) The likely cause of the incident. This can be changed at the end of the life of the ticket. A brief description of the ticket. A full description of the ticket. Break in format Ticket update Update history Field to allow the users to type any updates. Field that shows all previous entered updates. User defined array. Read only. Drop box. Type of field

Brief description Description

User defined. User defined array.

5. Related Tickets Details

It should be a function of the IT service management tool to allow users to associate other tickets to the incident ticket being worked on. The association is done by a search and attachment process. This will be determined by the tool itself. When associating another ticket to the incident ticket, the following information will automatically be attached. Field Description (where necessary) Incident tickets Incident ID Open time Status Type Category Brief description Incident ticket number. Time the incident ticket was opened. Current status of the ticket. Type of ticket. Category for the ticket. A brief description of the ticket. Problem tickets Problem ID Open time Status Category See document, Problem ticket template. See document, Problem ticket template. See document, Problem ticket template. See document, Problem ticket template. Read only. Auto populated. Read only. Auto populated. Read only. Auto populated. Read only. Auto populated. Read only. Auto populated. Read only. Auto populated. Read only. Auto populated. Read only. Auto populated. Read only. Auto populated. Read only. Auto populated. Type of field

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Field Brief description

Description (where necessary) See document, Problem ticket template. Known error tickets

Type of field Read only. Auto populated.

Error ID Open time Status Category Brief description

See document, Known error ticket template. See document, Known error ticket template. See document, Known error ticket template. See document, Known error ticket template. See document, Known error ticket template. Request for changes

Read only. Auto populated. Read only. Auto populated. Read only. Auto populated. Read only. Auto populated. Read only. Auto populated.

Change number Category Phase Asset Description Planned start date Planned end date

See document, Request for change (RFC) template. See document, Request for change (RFC) template. See document, Request for change (RFC) template. See document, Request for change (RFC) template. See document, Request for change (RFC) template. See document, Request for change (RFC) template. See document, Request for change (RFC) template.

Read only. Auto populated. Read only. Auto populated. Read only. Auto populated. Read only. Auto populated. Read only. Auto populated. Read only. Auto populated. Read only. Auto populated.

6. Resolution details
Field Resolution code Description (where necessary) The resolution code for the ticket. Drop box. This may include values such as: User error, Training, Advice given, No error, etc. A brief description of the resolution given. A full description of the resolution applied to the ticket. User defined. User defined array. Type of field

Resolution description Resolution details

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7. History
Field Opened by Opened at Updated by Update at Resolved by Resolved at Closed by Closed at Description (where necessary) Name of the individual who opened/ created/logged the ticket. Time the ticket was opened/created/ logged. Name of the individual who updated the ticket. Time the ticket was last updated. Name of the individual who placed the ticket into a resolved status. Time the ticket was resolved. Name of the individual who closed the ticket. Time the ticket was closed. Type of field Linked record. Date/time field. Linked record. Date/time field. Linked record. Date/time field. Linked record. Date/time field.

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