2. Working with tickets

You can think of a ticket as a case-sheet that contains the entire history of an issue- right from

the minute it was reported to the time it gets closed. Also, every ticket carries a unique ID

number that differentiates it from the rest.

Tickets are bifurcated into two distinct categories- Incidents and Service Requests.

 ● An incident can be defined as an unplanned interruption to (or a reduction in the quality) of an IT service. An issue with the WiFi, for instance, is an incident.

● A service request is a request from a user for information, advice, a standard change or access to an IT Service. The most common example, arguably, is the good old password reset request.