within a ticket, when a requestor has been set and a requested for has not been set, the requestor will copy over to the requested for automatically in addition to this, every time a requested for has been set it will automatically populate the location, phone and email address of that user into the appropriate fields it copies it over, as it will allow the service desk to confirm any contact details in the system and update as required specific to this record, if for whatever reason the ticket is about that issue it should be noted though that every time a requested for changes, you will lose any changes in the location/phone/email fields finally, if the requestor or requested for is a vip (which is a flag found on the user record), the field itself will be highlighted with a purple border sla status on an ticket field, the sla status field will be set automatically from the primary sla associated to the ticket this will be updated as the sla updates major ticket process within the ticket record, there are numerous elements that assist with resolving a major ticket it should be highlighted, that once a ticket has been made a major ticket, it cannot be related to another major ticket and will automatically update any record's its associated to to flag a ticket as a major ticket, you need to set the "major ticket" field found in the "major ticket" tab to yes at this point, there are numerous things that can take part as part of this process relating other tickets it is possible to relate other tickets to a major ticket, by selecting add/remove on the related tickets related list as well as this, any update to the "major ticket journal" on the major ticket, will update any of the related ticket's client journal automatically once the major ticket has been resolved, the related ticket's closure notes will be updated with the major ticket's closure notes it should be noted that a major ticket will never automatically close the related tickets create standard knowledge article within a ticket, it is also possible to create a knowledge article based on content within the ticket outside of the major ticket process this is done via the config menu found in the top right of the form this utilises the reclassification field map table and does the following ticket knowledge short description summary short description title id source record n/a knowledge source (ticket) n/a content (this is made up from the short description, description and closure notes of the ticket) resulting knowledge id create related change within a ticket, it is possible to create a change from a ticket in doing so, the ticket will be automatically associated to the change and certain fields will be copied over automatically this is done via the config menu found in the top right of the form this utilises the reclassification field map table and does the following ticket field change field assignment group assignment group description description priority priority service service short description short description n/a work journal (a combination of the original ticket number, classification path and description) related configuration items related configuration items as the ticket process is meant to be a more basic variant of a full on incident/request process, it does not automatically resolve once a change has been closed create related problem within a ticket it is possible to create a problem from a ticket in doing so, the ticket will be automatically associated to the problem and certain fields will be copied over automatically this is done via the config menu found in the top right of the form this utilises the reclassification field map table and does the following ticket field problem field assignment group assignment group description description priority priority service service short description short description n/a work journal (a combination of the original ticket number, classification path and description) related configuration items related configuration items as the ticket process is meant to be a more basic variant of a full on incident/request process, it does not automatically resolve once a problem has been closed auto closure on resolution once a record has entered the status of resolved, it will auto close by default in 10 elapsed days this behaviour is controlled by two application properties ticket auto closure enabled enables / disables auto closure functionality ticket auto closure days the number of days (elapsed) that a record needs to be resolved before closing