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OTOBO Community Guide

OTOBO Ticket Types

Not all tasks require the same amount of effort, even if they are performed by the same team. A customer-specific queue structure could be complicated to create and manage due to the required configuration effort. However, OTOBO facilitates 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 frequently used. OTOBO allows you to quickly and easily add new types to meet your specific requirements.

Managing types in OTOBO

Section titled “Managing types in OTOBO”

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

  1. Add ticket type:

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

    Screen for adding types [1]

  2. Edit types:

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

    Screen for editing types [1]

Activating the type function

Section titled “Activating the type function”

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

Evaluating type data in statistics

Section titled “Evaluating type data in statistics”

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

Frequently asked questions

What are ticket types in OTOBO and why are they important for service desk efficiency?

Ticket types in OTOBO are a classification system for incoming requests, such as incident, problem, or unclassified. They provide a structured way to categorize customer inquiries without needing to create complex, customer-specific queue structures. This classification is crucial for optimizing service desk efficiency because it allows teams to report consistently, streamlines workflows, and facilitates the embedding of Key Performance Indicators (KPIs). By clearly defining ticket types, organizations can gain better insights into workload distribution, identify common issues, and improve the consistency and quality of their service delivery. This structured approach helps in prioritizing tasks and analyzing performance across different request categories.

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How do you activate and configure the ticket type function in OTOBO?

To activate the ticket type function in OTOBO, you need to enable the Ticket::Type setting. This configuration is found within the System Configuration, specifically under the Administration group. Once enabled, this setting allows the type function to be selected and utilized across various ticket screens within OTOBO. A standard OTOBO installation comes with unclassified as the default ticket type, which is automatically available once the function is active. Activating this feature is a fundamental step towards leveraging OTOBO's capabilities for structured ticket management and efficient KPI operationalization.

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What is the process for adding and editing ticket types in OTOBO?

Managing ticket types in OTOBO involves a straightforward process for both adding new types and modifying existing ones. To add a new ticket type, navigate to the ticket type management section, click the Add type button in the left sidebar, fill in all mandatory fields, and then click Save. For editing an existing type, select the desired type from the list, make your necessary changes, and then click Save or Save and finish. It's important to note that while types cannot be permanently deleted from the system, you can effectively deactivate them by setting their Validity option to invalid or invalid-temporarily. This ensures historical data integrity while allowing you to manage active types.

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Can ticket types be deleted in OTOBO, and what are the alternatives for managing unwanted types?

No, ticket types cannot be permanently deleted from the OTOBO system. This design choice helps maintain data integrity and historical records associated with tickets that have used a specific type. However, OTOBO provides an alternative to manage unwanted or obsolete types: deactivation. You can effectively remove a type from active use by editing it and setting its Validity option to either invalid or invalid-temporarily. This action prevents the type from being selected for new tickets while preserving its data for existing tickets and historical reporting.

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How are ticket types utilized in OTOBO's reporting and statistics features?

Ticket types are a valuable asset for reporting and statistics in OTOBO, enabling comprehensive performance analysis and KPI tracking. You can evaluate type data by navigating to the 'Reports' section in the OTOBO menu. From there, you select a desired statistic type, such as Dynamic Matrix, Dynamic List, or Static Statistic, and then configure the report to include ticket type information. This allows organizations to compare workload across different request categories, identify trends, and gain deeper insights into their service desk's efficiency and performance indicators. The ability to filter and analyze data by type significantly refines service desk processes and supports informed decision-making.

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