Besides the 23 portal requests, the platform internally manages many ticket types created by operators, automations, webhooks or processes. Below is the complete inventory grouped by section. The «Portal» column shows whether the type can be opened from self-service.
| Code |
Name |
Portal |
IT-INC |
Incident |
yes |
IT-MAJ |
Major Incident |
no (auto by rule) |
IT-SR |
Service Request |
yes |
IT-PRB |
Problem |
no |
IT-KE |
Known Error |
no |
IT-KB |
Knowledge Base Article |
no |
IT-CHG-STD |
Standard Change |
no |
IT-CHG-NRM |
Normal Change |
yes |
IT-CHG-EMG |
Emergency Change |
no |
IT-REL |
Release |
no |
IT-ASS |
Asset |
yes |
IT-CI |
CI Record |
no |
IT-NOC-ESC |
NOC-Escalated |
no |
IT-ONCALL |
On-Call Schedule |
no |
IT-BRIDGE |
Incident Bridge (war room) |
no |
IT-CAB-MEETING |
CAB Meeting |
no |
IT-FREEZE |
Change Freeze |
no |
IT-DEPLOY |
Deployment Record |
no (CI/CD webhook) |
IT-CERT |
Certificate (SSL/TLS) |
no |
IT-MAINTENANCE |
Maintenance Window |
no |
IT-LICENSE |
Software License |
no |
IT-RISK |
IT Risk |
no |
IT-POLICY |
IT Policy |
no |
IT-OLA |
Operational Level Agreement |
no |
IT-UC |
Underpinning Contract |
no |
IT-AUDIT-FINDING |
Audit Finding |
no |
IT-CONTROL |
IT Control |
no |
CMDB-SERVICE |
Business Service (CMDB) |
no |
CMDB-REL |
CI Relationship (CMDB) |
no |
CMDB-IMPACT |
Impact Analysis |
no |
CMDB-DISC-RUN |
Discovery Run |
no |
CMDB-COMP |
Compliance Check CI |
no |
CMDB-SMAP |
Service Map Run |
no |
| Code |
Name |
Portal |
HR-ONB |
Onboarding |
no |
HR-OFF |
Offboarding |
no |
HR-ADM |
HR Administration |
yes |
HR-PAY |
Payroll |
yes |
HR-LEA |
Holidays and leave |
yes |
HR-JR |
Job Requisition |
no |
HR-CAN |
Candidate |
no |
HR-BEN |
Benefits |
yes |
HR-POL |
HR Policy |
no |
HR-SUP |
HR Support |
yes |
HR-SKI |
Training |
yes |
HR-PER |
Objectives/Performance |
yes |
HR-360 |
360 Feedback |
no |
HR-CONTRACT |
Contract |
no |
HR-MOBILITY |
Internal mobility |
yes |
HR-REC |
Recruiting |
no |
HR-SKILL |
Skill Matrix |
no |
HR-SCHED |
Shift scheduling |
no |
| Code |
Name |
Portal |
NOC-EVT |
NOC Event (alert monitoring) |
no (webhook) |
NOC-INC |
NOC Incident |
no |
NOC-LOG |
Log Alert |
no |
NOC-OI |
Operational Insight (AIOps) |
no |
| Code |
Name |
Portal |
SOC-ALR |
SOC Alert (SIEM) |
no (webhook) |
SOC-INC |
SOC Incident (strictest confidentiality) |
no |
SOC-VUL |
Vulnerability |
no |
SOC-ACC |
Privileged access request (PAM) |
no |
SOC-TI |
Threat Intel / IOC |
no |
SOC-HUNT |
Threat Hunt |
no |
SOC-ASM |
Attack Surface Finding |
no |
SOC-CASE |
Security Case (investigation) |
no |
SOC-PHISH |
Phishing Report |
yes |
SOC-MALWARE |
Malware Alert |
no |
| Code |
Name |
Portal |
GRC-POLICY |
Company policy |
no |
GRC-CONTROL |
Compliance control |
no |
GRC-AUDIT |
Audit |
no |
GRC-FINDING |
Audit finding |
no |
GM-DEMAND |
IT demand from the business |
no |
GM-RES |
Resource Allocation |
no |
GM-INNOV |
Innovation Proposal |
yes |
GM-PMREVIEW |
Process Review (process mining) |
no |
| Code |
Name |
Portal |
ES-WALKIN |
Walk-in (on-site assistance) |
yes |
ES-FIELD |
Field Task (on-site) |
no |
ES-ORDER |
Hardware/software order |
yes |
CS-REQ |
Customer Request |
yes |
CS-INC |
Customer Incident |
yes |
CS-QUERY |
Customer Query |
yes |
CS-COMPLAINT |
Customer Complaint |
yes |
CS-CHANGE |
Customer Change Request |
yes |
CS-FEEDBACK |
Customer Feedback |
yes |
CS-ESCALATION |
Customer Escalation |
yes |
CS-ONBOARD |
Customer Onboarding |
no |
