*** Type options Ravenna provides five type options to categorize tickets: Standard service requests for routine support needs. This is the default type for all tickets unless configured differently. **Examples:** * Software access requests * Hardware provisioning * General support inquiries * Feature requests Unplanned interruptions or reductions in service quality that require immediate attention to restore normal operations. **Examples:** * System outages * Application errors * Service degradation * Access issues blocking work Root cause investigations for recurring incidents or systemic issues requiring analysis and long-term resolution. **Examples:** * Recurring system failures * Performance bottlenecks * Architecture deficiencies * Known error documentation Planned modifications to systems, infrastructure, or processes that require approval and coordination. **Examples:** * Configuration updates * System upgrades * Infrastructure changes * Policy modifications Requests for granting, modifying, or revoking access to systems, applications, or resources. **Examples:** * Application access provisioning * Permission changes * Account deactivation * Security group modifications *** Set types Types can be assigned in several ways: When creating a ticket, select the type from the form field. The default type is Service unless configured differently on the form. Team members with appropriate permissions can update ticket type at any time by clicking the type field in ticket attributes and selecting a new value. Select multiple tickets from the ticket list and use bulk actions to update their types simultaneously. Configure workflows to automatically set or change types based on ticket content, conditions, or events. Set up agent rules to automatically assign types based on ticket content analysis. Type is a required field. All tickets must have a type assigned. The default type is Service unless customized in form settings. *** Configure default types Each form can have its own default type to ensure consistent categorization across similar ticket types. Go to **Settings > Forms** to configure default types. Choose the specific form you want to configure. Click **Settings** for the selected form. Navigate to the **Defaults** section within the form settings. Choose the appropriate default type for tickets created with this form. Click **Save** to apply the new default type setting. **Example:** Set “Incident Report” forms to default to Incident type, while “Software Access” forms default to Access type. *** Use types Filter and sort Use types to organize your ticket list: **Filtering** * Filter views to show only specific types * Create saved filters for quick access to incident or access request tickets * Use type filters in dashboards and reports **Sorting and grouping** * Sort tickets by type * Group tickets by type in list views and Kanban boards * Organize Kanban boards with type-based columns Type is displayed with icons and text labels for easy identification. Workflows Use types in workflow conditions and actions: **Triggers** * Trigger workflows when tickets are assigned specific types * Create specialized workflows for incident or change tickets * Set up notifications for access request creation **Actions** * Automatically set types based on ticket content * Change types when conditions are met (such as escalating a service request to an incident) * Route tickets to different teams based on type **Conditional logic** * Use type as a condition in workflow rules * Create different approval processes for change requests * Route tickets based on type and other criteria Learn more about [building workflows](/documentation/automate/workflows/publish) with type conditions Analytics Use types in your analytics and reporting: * Track ticket volume by type * Monitor resolution times across different types * Analyze team performance on incidents versus service requests * Identify type trends over time * Review type changes in ticket event history and activity logs

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