TICKETS

SCHEMA CREATOR - STRUCTURE & RELATIONS

In this section you can configure the whole structure for Tickets. Step by step you can create, edit or delete: Categories (they work as a 'Ticket Type'), Attribute Groups as well as single attributes along with their values.


CATEGORIES

In MINT Service Desk you can create different ticket categories like: "Question" or "Complaint", also types for ITSM processes like: "Service Request", "Incident", "Problem" and "RfC". Out of the box MINT Service Desk includes two main types: "Service Request" and "Incident".

You can add new categories by clicking on empty field "Add category" and typing a desired name. After you click enter on your keyboard a new category will be created. If you want to rename already created category click on its name, make some changes and click enter. If you want to remove the category just click on a trash icon on the right side.


GROUPS

Creating and editing groups works the same as it is for categories. In order to create new group click on an empty field "Add group" and type desired name. Click enter on your keyboard and you'll see information saying "Group must have at least one attribute". Before you'll be able to save a group you need to add at least one attribute. It is described in the next part below.

To change the name of the grup just click on it, type new one and accept the change by using enter on your keyboard.

To remove the group use the basket icon on the right side. Please notice that along with a group you will delete attributes that are inside this group.


ATTRIBUTES

Attributes are the fields that you will use to add detailed information for your tickets. Each group must have at least one attribute because without it you won't be able to save a new, fresh group.

Adding and editing attribute name as well as removing whole attribute works the same way as for categories and groups.

Hovewer, after typing and accepting name for attribute you will have to choose Attribute Type, decide if you want to be able to search by this attribute in the list of Tickets ("Search filter" check-box) or be able to select more than one value of the attribute ("Multichoise" check-box).

MINT Service Desk includes a lot of different types of attributes. While selecting "Attribute type" you can choose it from the long list.

The available types are: "Pool", "Integer", "Date", "Real Number", "Text", "Relation", "Geolocation", "DateScope", "NumScope", "Text area", "Regex" and "Dictionary".


Integer - this type allows you to enter an integer number, which ise the number without fractional components (e.g. 1, 67, 342).

Geolocation - allows you to define locations by the latitude and longtitude.

Date Scope - allows you to create a date range like: "date from" and "day to".

NumScope - allows you to choose a value based on "min value" and "max value" and set up the "step".

Regex - with this type you can choose one of the regesxes defined and then while filling the value it has to match regular expression defined in selected regex.

Dictionary - this option refers to the dictionaries configured in the system. You will find more information in one of the following parts of this guide.

Relation - with "Relation" you can create an attribute related to a Category (Ticket type). This means that while defiing a value for this attribute you can pick one of the Categories.

SCHEMA CREATOR - RIGHTS & ROLES

If you change the view to "Rights & Roles" you will be able to select specific user ang grant him or remove his right to Read (View) or Update (Create, Edit, Delete) nay of the Categories or Attribute and their groups.


STATUS SETS

Mint Service Desk includes the feature “Status Sets”. It helps you to create different states for your ticket types. Normally the defined processes for each ticket type also includes different stages or status, sometimes they use the same states but also sometimes they are totally different, especially in ITSM where the status for Incident Management or Problem Management are different.

First, choose and select the Ticket Type for which you want to define a set of statuses. Once chosen you will have to add value (any text) and select status type from the available list.

Create as many statuses as you want and once you finish just click on "Save". Later, as an Agent you will be able to change Status for the Ticket from those you've just crated.