TICKETS

TICKET TYPES

You can define different ticket types in MINT Service Desk, you can create types 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 types clicking on the “Add new type” button then just type the name. Also, you can rename an already created type.

You will find the button “Add attributes to type” that will lead you to the drag and drop section of adding attributes (already created) to types.

ATTRIBUTE GROUPS

In this section you are able to put together some ticket attributes (already configured) and create sets of attributes. If you have some attributes related between them instead of using them one by one, you can create a group and bundle some attributes so when you need to assign those attributes to a ticket type you need to drag and drop one only group instead of one by one attribute.

You need to click on “Add new value” and “Create new attribute group” screen will be displayed, just type the needed information like: “Name”, “Description” and select the attributes that will be part of the group.

ATTRIBUTES

If you need to have extra information as part of your ticket, “Attributes” is the section in MINT Service Desk where you can define them, “Attributes” are fields that will be displayed on the ticket creation screen. MINT Service Desk includes a lot of different types of attributes. On the “Create New Ticket Attribute” you have to type the “Name” of your attribute, “Description”, “Type” and “Multivalue” option. The available types are “Geolocation”, “Dynamic Type”, “DateScope” and “NumScope”.

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

  • DateScope - 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 the “step”.

  • Dynamic Type - allows you to create many different types of fields, based on three different types: “Regex”, “Dictionary” and “Category Relation”.

With the type “Regex” you can choose one of the regexes defined and then while filling the value it has to match regular expression defined in selected regex.

The option “Dictionary” refers to the dictionaries configured before in the proper section.

With “Category Relation” you can create an attribute related to a ticket type. This means that while defining a value for this attribute you can pick one of the ticket types.

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. Click on “Add new value” to create your new “Status Set”, type the “Name” and select the “Ticket “Type” related and then type all your status names, you can create as many as you want using any name and just relate them with a “Global Status” from the system.