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Types help categorize tickets based on the kind of request or issue they represent. Use five type options to align with ITSM workflows and ensure consistent handling across different request categories.

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Type options

Ravenna provides five type options to categorize tickets:

Service

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

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Set types

Types can be assigned in several ways:

During ticket creation

When creating a ticket, select the type from the form field. The default type is Service unless configured differently on the .
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 to automatically set or change types based on ticket content, conditions, or events.
Set up 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.

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Configure default types

Each can have its own default type to ensure consistent categorization across similar ticket types.
1

Navigate to forms

Go to Settings > Forms to configure default types.
2

Select form

Choose the specific form you want to configure.
3

Open settings

Click Settings for the selected form.
4

Access defaults

Navigate to the Defaults section within the form settings.
5

Set default type

Choose the appropriate default type for tickets created with this form.
6

Save changes

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.

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Use types

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Filter and sort

Use types to organize your ticket list:Filtering
  • Filter 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.

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Workflows

Use types in 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 with type conditions

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Analytics

Use types in your 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
Last modified on April 30, 2026