Before getting starting and logging tickets with HotH, it needs to be established which processes you are intending to implement; this will determine the Folders to be created.
Go to the Settings Cog > Folders to view the Folder summary in your system.
The main processes in HotH are Ticket Management, Request Fulfilment, Problem Management, Change Management, Release Management and Operations Management.
It is not always necessary to create separate Folders for each individual process. For example, Ticket Management and Request Fulfilment can be combined for simplicity of end-user ticket logging. You may also wish to include Release Management within your Change Management process.
Also, if your organisation or business has multiple departments that have to be kept separate and operate in separate ways, then different Folders can be created for ticket logging for each department.
Each Folder can be set up with their own Process Type, Data Dictionary, Prefix, New Ticket Defaults, Forms, Dashboards etc…
For more information, see Folders.
Still haven’t found what you’re looking for? Contact documentation@houseonthehill.com
