Task ticket type=ticket (prefix 'TKT"), what is this for? How SN uses this type of ticket?

[etabalon]

Good morning guys,

I'm tasked to research this task ticket type='ticket' with prefix 'TKT'. Is anybody here can help me figure out what is this for and how SN originally use it for?

I appreciate all your inputs. Have a great day!

Thanks,

Enrique

[srinivasthelu]

HI Enrique,

Here it is documented New Ticket Module - ServiceNow Wiki

Thanks

Srinivas

[etabalon]

Thanks Srinivas! I read the overview and I remember SN introduce a new ticket type where a service desk person creates this type of ticket first then identifies if it will be escalated to an incident, change or request?

With this process model, the management can measure their service desk's first call resolution, if a lot of TKT type is opened then closed immediately, and less incidents that are created then they have high first call resolution.

[srinivasthelu]

Hi Enrique,

Glad it helped. Yes you are correct.

If that answers your question, could you please mark this question as answered and close the thread?

Thanks

Srinivas

[Brad Tilton]

If you're interested in the new call functionality, this is the newest version that replaces the TKT version of new call.

http://wiki.servicenow.com/index.php?title=Service_Desk_Call

http://wiki.servicenow.com/index.php?title=Using_Service_Desk_Call#Creating_a_New_Call