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Processes

Process defines the ticket lifecycle, i.e. a sequence of ticket statuses, 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 Objects ticket field.

tip

Add Incident Management, Incident default service and Incident default SLA property 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.