IT Tickets – incident request

Template

Pipefy’s IT – Tickets (Incident Request) Template is designed for IT areas that want to manage their tickets for incidents requests. It is divided into phases that describe the status of the ticket, sending it to the person responsible, solving the problem and in the end reporting.

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Template structure

See how this template is structured. As this is just an example, you can customize it.

Start form

  1. Requester
  2. Email
  3. Subject
  4. Urgency
    1. Low
    2. Medium
    3. High
  5. Impact
    1. Low
    2. Medium
    3. High
  6. Priority
  7. Department
  8. Problem description
  9. Category
    1. Hardware
    2. Software
    3. Network
    4. Other

Assignment

  1. Assignee
  2. Note

Manage

  1. What to do with the ticket?
    • Reply
    • Forward
  2. If replied, what was the answer?
  3. If forwarded, to whom?

Solving

  1. What was the problem?
  2. What was the problem’s root cause?
  3. Solution found: What to do with the ticket?

Report

  1. Describe how the problem was handled.
  2. Hours spent on the activity

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