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Service Tickets (Types (Alert (Change of state to IT component which could…
Service Tickets
Types
Alert
Change of state to IT component which could -vely impact delivery of IT services
Incident
Unplanned interruption to services causing a distruption
Problem
Cause of 1+ incident(s)
Request
Minor change or appeal for info
Notes
Closed Loop Time Entry
Appends notes/conversations to Discussions tab
Discussions
Notes visible to the customer
Internal
Not visible to customers
Turn Closed Loop off for this field
Resolutions
Final Ticket details