Incidents (Ticket Management)

Written By Tasha Pudin (Collaborator)

Updated at September 30th, 2021

IMS contains an integrated ticketing system. This ticketing system is used in conjunction with the user defined triggers, these triggers provide the base information for ticket generation. A user can still manually create an incident (ticket):

Ticket Tab Overview

Tickets can be created as a problem or an incident. A problem can be defined as a cause of potential

cause of one or more incidents. An incident is a single unplanned event that causes a service disruption. In IMS, the user can assign incidents to a problem.

Ticket Filter

The Tickets tab contains the management apparatus for all current and archived tickets. A range of filter conditions have been included to aid in narrowing ticket volume down to the relevant information required by the user. The following example shows the filters available in IMS.

The “Archived” radio button alternates between active tickets and tickets marked as archived. The full suite of filter conditions is available whilst viewing archived tickets.

Ticket States

IMS ticket states are broken up into 4 categories:

Automated Incident Creation

see : Triggers (Condition Monitoring) > Creating Tickets from Triggers