Tickets
Ticketing is how work requests move through IPFOS: report a bug, ask HR a question, request something from Finance — everything becomes a ticket with a clear owner and a deadline.
Creating a ticket
Go to Ticketing → Tickets → Create. Anyone can create a ticket.
| Field | Notes |
|---|---|
| Title | Required |
| Description | Required — rich text: formatting, lists, links, inline images |
| Type | Required — classifies the ticket (bug, feature, HR issue, finance issue, general support, …). Type never affects routing |
| Department | Required — this decides who gets the ticket |
| Project | Optional |
| Assignee | Optional — leave "Unassigned (auto-route)" unless you know exactly who should handle it |
| Due date | Optional — quick picks for 1h / 2h / 4h / 1d, or pick a date |
| Needs response | Tick if you want to be notified when the ticket is closed |
| Attachments | Up to 10 files |
You never choose a priority. IPFOS derives it from the due date and shows a live preview while you type:
| Due within | Priority |
|---|---|
| 4 hours | Critical |
| 24 hours | High |
| 3 days | Medium |
| Later / no due date | Normal (7-day service target) |
Every ticket gets a number like T-2026-30-0007: the year, the ISO week, and a counter that restarts each week.
Who ends up on a ticket
When you route a ticket to a department, its Manager becomes the assignee automatically, and the Head of Department is added as an observer. If you pick a project, the project's manager and the PMO join too. The rule is most specific wins: a directly chosen assignee beats project routing, which beats department routing — the others stay on the ticket with oversight.
The ticket lifecycle
Tickets move forward only:
Open ──▶ In Progress ──▶ Closed
- Start: the assignee's first action moves the ticket to In Progress.
- Close: the assignee can close a ticket only from In Progress (start it first). Managers, PMO/PM, admins — and you, on your own ticket — can close a still-open ticket directly, which works as a cancel/dismiss.
- There is no reopen. If a closed ticket needs follow-up work, create a relative ticket from it: the form comes prefilled, the old ticket is marked revised, and the whole chain stays linked in the ticket's Flow panel.
If the creator asked for a response ("needs response"), they are notified when the ticket closes.
Working with a ticket
The ticket page gives you:
- Dialogue — the public conversation; every participant (including observers) can read and write.
- Internal notes — visible only to the assignee, managers/PMO/PM, and admins. Use for coordination you don't want the requester to see.
- Attachments — the ticket's file vault.
- Activity timeline — every action, append-only.
- SLA card — how much time is left against the priority's target (Critical 4h, High 24h, Medium 3 days, Normal 7 days).
Editing: the creator, managers, PMO/PM, and admins can edit an open ticket (title, description, type, department, due date, needs-response). Changing the due date recalculates the priority.
Your views
The ticket list offers tabs for Mine (tickets you created), Assigned (tickets you must act on), and Watching (tickets you observe), plus search and filters.
:::info Preview areas Department Backlog and Escalations screens currently run on demo data, and Reports and Settings are placeholders — treat these sections as previews of what's coming rather than live tools. :::