Ticket Management

OpsWeave supports three ITIL-compliant ticket types: Incident, Problem, and Change.

Ticket Types

Type	Prefix	Description
Incident	INC	Unplanned interruption of an IT service
Problem	PRB	Root cause of one or more incidents
Change	CHG	Planned modification to IT infrastructure

Ticket numbers are assigned automatically: INC-2026-00042.

Kanban Board

The ticket board displays all tickets in five columns:

• Open — Newly received, not yet in progress
• In Progress — Actively being worked on
• Pending — Waiting for external feedback
• Resolved — Solution implemented, awaiting confirmation
• Closed — Completed

Tickets can be moved between columns via drag & drop.

Ticket Detail

Each ticket has two sections:

Left Column — Content:

• Description (Markdown rendered)
• Child tickets (hierarchy)
• Tabs: Comments, History, Workflows, Knowledge Base

Right Column — Metadata:

• Status, Priority, Type, Impact, Urgency
• Assigned to (Agent + Group)
• Linked Asset
• Customer
• SLA information (tier, deadlines, breach indicator)
• Timestamps

Priority

Priority is automatically calculated from Impact x Urgency (ITIL matrix):

	Urgency High	Urgency Medium	Urgency Low
Impact High	Critical	High	Medium
Impact Medium	High	Medium	Low
Impact Low	Medium	Low	Low

SLA Tracking

SLA deadlines are automatically set when:

1. The ticket has an SLA tier (Gold, Silver, Bronze), or
2. The linked asset has an SLA tier (inherited)

SLA times (example Gold): Response ≤ 1h, Resolution ≤ 4h. When an SLA is breached, the ticket is marked in red.

Comments

• External comments — visible to agents and customers (portal)
• Internal notes — visible only to agents (dark highlighted)
• Comment sources: agent, customer, email, system

History / Audit Trail

Every change to a ticket is logged in the history tab:

• Changed field (status, assignee, priority, etc.)
• Old and new value
• User and timestamp

Ticket Creation

Tickets are created via a dedicated page (not as a dialog). The page is divided into three sections:

• Basic Data: Title, description, type, subtype
• Classification: Impact x Urgency → automatic priority, category
• Assignment: Assignee, group, asset, customer

For Change tickets, an additional RFC section appears:

• Justification, implementation plan, rollback plan
• Risk assessment (level x likelihood)
• Planned start/end time
• CAB approval required (Yes/No)

Service Requests

In addition to Incidents, Problems, and Changes, there are Service Requests (SRQ) for standardized requests:

Subtype	Description
Standard	Routine service request

Parent-Child Tickets

Tickets can be linked hierarchically:

• A parent ticket can have multiple child tickets
• Child tickets must have the same type as the parent
• Close blocking: The parent cannot be closed until all child tickets are resolved or closed

Batch Updates

In the list view, multiple tickets can be edited simultaneously:

• Checkbox selection (max. 100 tickets)
• Bulk changes to status, priority, assignee, group

Sources

Tickets can originate from various sources:

Source	Description
manual	Manually created by an agent
portal	Created by a customer in the self-service portal
email	Automatically from incoming email
monitoring	Automatically from a monitoring event
api	Via REST API

REST API

GET    /api/v1/tickets              # List (paginated, filterable)
POST   /api/v1/tickets              # Create
GET    /api/v1/tickets/:id          # Detail
PUT    /api/v1/tickets/:id          # Update
PATCH  /api/v1/tickets/:id/status   # Change status
PATCH  /api/v1/tickets/:id/assign   # Assign
GET    /api/v1/tickets/:id/comments # Comments
POST   /api/v1/tickets/:id/comments # Add comment
PATCH  /api/v1/tickets/batch         # Batch update (max 100)
GET    /api/v1/tickets/stats        # KPI statistics
GET    /api/v1/tickets/stats/timeline    # Timeline
GET    /api/v1/tickets/stats/by-customer # Per customer
GET    /api/v1/tickets/board        # Board view (Kanban)
GET    /api/v1/tickets/categories   # Categories
POST   /api/v1/tickets/categories   # Create category