Incidents › Attach a Service Type Event

Attach a Service Type Event

Service types determine the level of support given for a ticket. You can associate service type events with tickets. An event associated with a service type is attached to records defined with that service type.

To attach a service type event to a ticket

1. On the Service Desk tab, select the desired ticket from the list page

   The ticket detail page appears.

2. Choose the Service Type tab, and click Attach Service Type Event.

   The Attach Service Type Event page opens.

3. Click Service Type Event.

   The Event Search page opens.

4. Complete one or more of the search fields, and click Search.

   The Event List displays the events that match your search criteria.

5. Select the desired event.

   The Attach Service Type Event page opens.

6. Click OK.

   The Delay Time field appears. The delay time indicates the interval of time after which the event occurs.

7. Specify the delay time as hh:mm:ss (hours, minutes, seconds).

   For example, if the event is attached to the incident at 2:20, and the Delay Time is 01:00:00 (one hour), the event occurs at 3:20.

8. Click OK.

   The ticket detail page appears with the event listed on the Service Type tab.

To cancel an event

Click Cancel in the Action column next to the event.

More information:

Delay or Resume a Service Type Event