OTOBO / Znuny Ticket Types

Not all tasks require the same amount of effort, even if they are performed by the same team. A custom queue structure could be complicated to create and manage due to the required configuration effort. However, OTOBO simplifies this process by offering efficient KPI embedding through the use of ticket types.

In the IT service desk, ticket types such as unclassified, incident, and problem are commonly used. OTOBO allows you to quickly and easily add new types to meet your specific requirements.

Managing Types in OTOBO

To efficiently manage types in the system, proceed as follows:

1. Add Ticket Type:

   • Click the Add Type button in the left sidebar.
   • Fill in the required fields.
   • Click Save to add the type to the system.

   

   WARNING

   Note that types cannot be deleted from the system. However, you have the option to deactivate them by setting the Validity option to invalid or temporarily invalid.

2. Edit Types:

   • Select a type from the list of types.
   • Make the desired changes.
   • Click Save or Save and finish to apply your changes.

   

INFO

Use the filter field to find a specific type more quickly when there are multiple types. To do this, simply enter the name of the type you are looking for.

Activating the Type Feature

To activate the type feature in OTOBO, the Ticket::Type setting must be enabled via the system configuration under the Administration group. This setting allows you to select the type feature in the ticket screens. A standard OTOBO installation already includes the unclassified type as the default type.

The combination of efficient management of ticket types and the customizable structuring of workflows in OTOBO significantly improves the operationalization of KPIs and supports precise performance analyses across the organization. By using ticket types, you can refine your service desk processes and gain deeper insight into your organization's performance indicators.

Analyzing Type Data in Statistics

You can analyze ticket types in the Statistics by clicking on 'Reports' in the menu and then selecting the desired type of statistic (e.g., Dynamic Matrix, Dynamic List, Static Statistic) and entering the corresponding information. Here you can find more information on creating statistics: OTOBO Statistics Introduction