description: > Optimize the management of ticket types in OTOBO/Znuny to increase the efficiency and consistency of your service desk.

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OTOBO / Znuny Ticket Types

Not all tasks require the same amount of effort, even if they are handled by the same team. A customer-specific queue structure might 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 IT service desks, 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, follow these steps:

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 can disable 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 faster if you have multiple types. Simply enter the name of the type you are looking for.

Activating the Type Functionality

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

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

Evaluating Type Data in Statistics

Ticket types can be evaluated 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. More information on creating statistics can be found here: OTOBO Statistics Introduction