Ticket Types

Types classify tickets by nature or required handling process — for example, distinguishing incidents from service requests or change requests. They feed ACLs, process management transitions, Generic Agent conditions, and statistics.

The type field is disabled by default. Enable it by setting Ticket::Type to Yes in system configuration. Once enabled:

• Ticket::Type::Default sets the fallback type for screens that do not explicitly present a type selector.

• The built-in Unclassified type exists so that every ticket always has a valid type value after the feature is turned on.

See also

Ticket Types in the Concepts section for recommended type names, workflow examples, and best practices.

The overview lists all types with their name, validity, and last-changed date.

Creating and Editing a Type

Field	Description
Name	Required. Display name shown in ticket screens.
Validity	Required. Set to Invalid to hide this type from ticket screens without deleting it.