Tickets & Requests

Tickets are the front door for requests — IT issues, facilities, HR questions, anything. They can be opened directly or created automatically from a form.

How it works

• Each ticket has a number, status (Open → Triaged → Waiting → Resolved → Closed), priority, requester, and an optional department/queue.
• Ticket types define queues, categories, default priority, SLA, and can link an intake form or a blueprint to launch.
• Comments and mentions keep the conversation and audit trail together.

How to configure

1. In Admin, define ticket types (queues) with defaults and SLAs.
2. Optionally connect a ticket type to a form (intake) and/or a blueprint (auto-launch a run).
3. Route tickets to a department; assignment respects department scope and rank.

Roles

• Submit: most roles, including Guest/Temp.
• Manage / assign / triage: managers and above (or ticket.manage / ticket.assign).