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Processes

Process defines the ticket lifecycle, i.e. a sequence of ticket states, such as "New", "Solution", "Resolved", etc.

Processes can be edited in Administration - Service Desk - Processes.

You can assign a process to one or more services.

If you want to use ticket object links in a process, add ticket items Objects.

Tip:
Add Incident Management, properties Incident Default Service and Incident Default SLA to the object templates that can be linked to tickets in the process. Then, when a new ticket is created from the object, the New ticket form automatically sets the service and SLA corresponding to the values of these properties in the object.

 

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