By default, all tickets are logged in a single folder. You can set up other folders to store different types of tickets separately (e.g. for Incident, Problem and Change.)

Creating the Ticket folder

The ticket folder in your system is where all ticket records will be logged and stored in order to give an overall view of diagnostic tasks, processes, follow-up and any associated documentation.

View your Folder summary by going to the Settings Cog > Folder and then create a new Folder by clicking the Add  button.

Enter your Folder details and then press the Save button to save and continue.

Then, within the Framework section of the folder, select the Process Type as Incident Management and the Dictionary as Default.

There is also the option to set the Public Terminology. This is the terminology that will be seen by your end-users and WebGuests.

You can edit the Framework for individual Folders, so that you could pivot the Calendar by Org, Customer, Inventory & Login.

There are a number of other settings in the Folder setup; these can be configured further down the line.

Now that the core settings of the ticket management folder are set, you will be able to move on to setting your Customers, Contacts and Logins, and onto setting the fields on the ticket logging screen. Now that the prefix is set within the folder, you will see that logging a record within the ticket folder will generate a unique reference number for the record with the prefix of IM.

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