ServiceNow ticket type - unix1998/technical_notes GitHub Wiki

ServiceNow tickets can represent various types of records used to manage and track different aspects of IT service management (ITSM) and other business processes. Here are some of the main types of ServiceNow tickets:

  1. Incident (INC): Used to track and manage disruptions to IT services and restore normal service operations as quickly as possible.

  2. Change (CHG): Used to manage changes to the IT infrastructure, such as software updates, hardware replacements, or configuration changes. This helps ensure that changes are implemented smoothly and with minimal risk.

  3. Problem (PRB): Used to identify, track, and resolve the root causes of incidents to prevent recurring issues.

  4. Request (REQ): Used to track and manage service requests from users, such as requests for new equipment, software installations, or access to systems.

  5. Task (TASK): Generic tasks that can be associated with various other records (e.g., incidents, changes, requests) to manage specific actions or work items.

  6. Knowledge (KB): Used to create, store, and share knowledge articles to help users and IT staff resolve issues and perform tasks.

  7. Configuration Item (CI): Used to track and manage assets and configuration items within the CMDB (Configuration Management Database).

  8. Service Catalog Item (SCTASK): Used to manage and fulfill requests for items listed in the service catalog.

  9. Project (PRJ): Used to manage and track projects, including tasks, milestones, and resources.

  10. Release (REL): Used to manage the release process for new or updated software and services.

  11. Problem Task (PRB_TASK): Specific tasks associated with problem management to resolve root causes.

  12. Change Task (CHG_TASK): Specific tasks associated with change management to implement changes.

  13. Event (EVT): Used to track and manage events generated by monitoring systems or other automated processes.

  14. Alert (ALERT): Used to manage alerts generated by monitoring systems that require attention.

These are some of the primary ticket types in ServiceNow, but the platform is highly customizable, and organizations can create additional ticket types or modify existing ones to fit their specific processes and needs.