ITIL Sample incident ticket template

1. Executive overview
Describe the purpose, scope and organisation of the document.

2. Incident overview
This document is intended to provide an understanding of the attributes/fields that need to be captured in an
incident ticket (a record of information relating to an incident).
It provides guidance via several sections which could be considered as different tabs on a ticket within an IT service
management tool.
The following definitions apply for the tables below:

Read only: No data may be entered into the field.

System generated: The application will automatically generate the correct value(s).

Check box: A box, that when clicked will show a mark, indicating that the box has been activated.

Linked record: Means that the field provides a button to allow the user to click on, which will take them to a
list of records in the database, at which point they may choose a value to populate the field with.

User defined: Field allows the user to enter any value that they wish.

User defined array: Field is considered a large text box which will allow the user to type multiple lines of text.

Drop box: Field allows the user to click on a drop down list of information, where they are allowed to make one
selection to populate the field.

Drop box nested: The values in this field are dependent on the values listed in the above drop box.

Break in format: Indicates where there will be a visual break in sets of information captured on the incident
ticket.

3. Ticket details
This is a common set of information to be gathered for each incident ticket.
Field
Ticket ID

Description (where necessary)

Type of field

This is the number for the ticket. This Read only. System generated.
should be an incremental number.
N.B. In high call volume service desks,
this number can quickly increase.
Some service desks use the following
format, which guarantees the
number will never exceed a certain
length.
YYYYMMDDxxxxx, where (xxxxx) is
a number that resets every day and
increments with each new ticket
logged.

Contact name

Self explanatory.

Linked record.

First name

Self explanatory.

Read only. Populated by contact

name.

Last name

Self explanatory.

Read only. Populated by contact

name.

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Field

Description (where necessary)

Type of field

Employee ID

It may be necessary to have a unique

ID for each contact on the ticket. An
employee id is a common solution.

Read only. Populated by contact

name.

Email

Self explanatory.

Read only. Populated by contact

name.

Corporate structure/department

This field lists the corporate

structure/department that the
contact belongs to.

Linked record.

Phone #

Phone number

Read only. Populated by contact

name.

Ext #

Extension number

Read only. Populated by contact

name.

Fax #

Facsimile number

Read only. Populated by contact

name.

Critical user

This check box indicates if the user

is of some importance within the
company and requires a better level
of service.

Check box.

Break in format
Reported by different from contact

This field is a check box that

will display the next section of
information.

Check box.

This is common amongst tickets, as

in some scenarios the person calling
about the incident is not necessarily
the individual with the issue. For
example, Personal Assistant calling
on behalf of the CEO.
Reported by

Name of the person reporting the

incident.

Linked record.

Phone #

Phone number

Read only. Populated by contact

name.

Ext #

Extension number

Read only. Populated by contact

name.

Fax #

Facsimile number

Read only. Populated by contact

name.

Break in format
Location

This field should be a linked record

and not reliant on the above
information. The simple reason
is that some employees in your
organisation may move around and
therefore their usual location may
not be applicable.

Linked record.

Room/floor ref.

Self explanatory.

Read only. Populated by location.

Cost centre

Self explanatory.

Read only. Populated by location.

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Field

Description (where necessary)

Type of field

Break in format
Status

The status of the ticket. This will

be initially set to open when first
logged. Please see Incident Category
Definition Document for further
information.

Drop box.

Owner

Initially populated by the individual

Linked record.
(operator) logging the ticket,
however, this is a changeable field as
tickets may change ownership due to
various reasons.
The owner of the ticket can only be a
service desk representative.

Type

This defines the type of ticket. Values

here include: Incident and service
request.

Drop box.

Category

Please see INC8700 Incident Category Drop box.

Definition Document for further
information.

Subcategory

Please see INC8700 Incident Category Drop box nested.

Definition Document for further
information.

Product type

Please see INC8700 Incident Category Drop box.

Definition Document for further
information.

Impact

The impact is the measure of

business criticality.

Urgency

Urgency is about the necessary speed Drop box.

to solve the ticket.

Priority

Priority is defined by expected effort

in resolving the ticket.

Drop box.

SLA

The associated Service Level

Agreement.

Linked record.

Drop box.

Break in format
Configuration ID

The configuration item number that

is involved in the incident.

Linked record.

Type

The type of configuration item. For

Read only. Populated by configuration
example: hardware, software, printer, ID.
PC etc.

Model

The model of the configuration item.

For example: HP laserjet, HP desktop,
Dell desktop etc.

Read only. Populated by configuration

ID.

Break in format
Assignment group

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The second or third line support

group to which the ticket has been
assigned.

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Linked record.

Field

Description (where necessary)

Type of field

Assignee name

An individual within the assignment

group that is working on the ticket.

Linked record.

Phone #

Self explanatory.

Read only. Populated by the assignee

name field.

4. Update details
Field

Description (where necessary)

Type of field

Cause code

The likely cause of the incident. This

can be changed at the end of the life
of the ticket.

Drop box.

Brief description

A brief description of the ticket.

User defined.

Description

A full description of the ticket.

User defined array.

Break in format
Ticket update

Field to allow the users to type any

updates.

User defined array.

Update history

Field that shows all previous entered

updates.

Read only.

5. Related Tickets Details

It should be a function of the IT service management tool to allow users to associate other tickets to the incident
ticket being worked on.
The association is done by a search and attachment process. This will be determined by the tool itself. When
associating another ticket to the incident ticket, the following information will automatically be attached.
Field

Description (where necessary)

Type of field

Incident tickets
Incident ID

Incident ticket number.

Read only. Auto populated.

Open time

Time the incident ticket was opened.

Read only. Auto populated.

Status

Current status of the ticket.

Read only. Auto populated.

Type

Type of ticket.

Read only. Auto populated.

Category

Category for the ticket.

Read only. Auto populated.

Brief description

A brief description of the ticket.

Read only. Auto populated.

Problem tickets
Problem ID

See document, Problem ticket

template.

Read only. Auto populated.

Open time

See document, Problem ticket

template.

Read only. Auto populated.

Status

See document, Problem ticket

template.

Read only. Auto populated.

Category

See document, Problem ticket

template.

Read only. Auto populated.

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Field

Description (where necessary)

Brief description

See document, Problem ticket

template.

Type of field
Read only. Auto populated.

Known error tickets

Error ID

See document, Known error ticket

template.

Read only. Auto populated.

Open time

See document, Known error ticket

template.

Read only. Auto populated.

Status

See document, Known error ticket

template.

Read only. Auto populated.

Category

See document, Known error ticket

template.

Read only. Auto populated.

Brief description

See document, Known error ticket

template.

Read only. Auto populated.

Request for changes

Change number

See document, Request for change

(RFC) template.

Read only. Auto populated.

Category

See document, Request for change

(RFC) template.

Read only. Auto populated.

Phase

See document, Request for change

(RFC) template.

Read only. Auto populated.

Asset

See document, Request for change

(RFC) template.

Read only. Auto populated.

Description

See document, Request for change

(RFC) template.

Read only. Auto populated.

Planned start date

See document, Request for change

(RFC) template.

Read only. Auto populated.

Planned end date

See document, Request for change

(RFC) template.

Read only. Auto populated.

6. Resolution details
Field

Description (where necessary)

Type of field

Resolution code

The resolution code for the ticket.

Drop box.
This may include values such as: User
error, Training, Advice given, No error,
etc.

Resolution description

A brief description of the resolution

given.

User defined.

Resolution details

A full description of the resolution

applied to the ticket.

User defined array.

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7. History
Field

Description (where necessary)

Type of field

Opened by

Name of the individual who opened/

created/logged the ticket.

Linked record.

Opened at

Time the ticket was opened/created/

logged.

Date/time field.

Updated by

Name of the individual who updated

the ticket.

Linked record.

Update at

Time the ticket was last updated.

Date/time field.

Resolved by

Name of the individual who placed

the ticket into a resolved status.

Linked record.

Resolved at

Time the ticket was resolved.

Date/time field.

Closed by

Name of the individual who closed

the ticket.

Linked record.

Closed at

Time the ticket was closed.

Date/time field.

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