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

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.

   

   Caution

   Please 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 invalid-temporarily.

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.

   

Note

Use the filter field to find a specific type faster when there are multiple types. Simply enter the name of the type you are looking for.

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

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?

Ticket types classify requests (for example incident or problem) so teams can report consistently without building complex queue structures.

How do you activate ticket types?

Enable the type function in OTOBO configuration, then manage types under ticket settings and use them on tickets.

Can ticket types be used in statistics?

Yes. Type data can be evaluated in statistics and KPIs to compare workload across request categories.