Tickets (ITSM)

    Incidents, problems, and change requests in one place

    Overview

    Anzen's ITSM module provides three ticket types — incidents, problems, and change requests — all sharing a unified structure. This means common information, comments, and linked resources work identically across all three types, while each type has its own status workflow.

    What Every Ticket Includes

    Regardless of type, every ticket captures:

    • Ticket number — an auto-generated, human-readable identifier (see below).
    • Type — incident, problem, or change.
    • Title — a short summary of the ticket.
    • Description — a detailed explanation of the issue or request.
    • Status — the current workflow state (varies by type, see below).
    • Priority — critical, high, medium, or low.
    • Impact — the scope of effect: critical, high, medium, or low.
    • Urgency — the time sensitivity: critical, high, medium, or low.
    • Reporter — the user who created the ticket.
    • Assignee — the user responsible for working the ticket.
    • Owning entity — the entity this ticket belongs to.

    Ticket Numbers

    Every ticket receives an auto-generated, human-readable ticket number based on its type and the current year:

    • Incidents: INC2026000001, INC2026000002, ...
    • Problems: PRB2026000001, PRB2026000002, ...
    • Changes: CHG2026000001, CHG2026000002, ...

    Ticket numbers are sequential within each type and year, making them easy to reference in conversations and reports.

    Linked Resources

    Tickets can be linked to:

    • Configuration items — the assets affected by or related to the ticket.
    • Business processes — the business processes impacted by the ticket.

    These links are set when creating or updating a ticket, helping teams understand the scope and impact of each item.

    Business Impact Analysis

    Each ticket detail page shows an automatic Business Impact panel in the sidebar. Anzen resolves impacted business processes, process steps, and applications by traversing the ticket’s linked configuration items and direct business process associations.

    The impact panel shows:

    • Impacted business processes — with financial value (if the user has the RiskValueInsight:read permission).
    • Impacted process steps — specific steps within a process that are affected.
    • Impacted applications — with criticality level, RPO, and RTO (RPO/RTO visible with RiskValueInsight:read).
    • Total financial exposure — the sum of all impacted business process values (requires RiskValueInsight:read).

    Comments

    Each ticket has a comment timeline. Comments can be:

    • User comments — added manually by team members or the reporter.
    • System comments — generated automatically when the ticket is created, its status changes, or other significant events occur.

    Status Workflows by Type

    Each ticket type follows its own status progression. See the dedicated pages for details:

    • Incidents — from New through Acknowledged and Investigating to Resolved, then Closed.
    • Problems — from New through Investigating and Root Cause Found to Resolved, then Closed.
    • Change Requests — from Draft through Submitted and Approved to Implementing, then Completed (or Rejected).