Creating a ticket

Agents with the tickets:create permission can raise a ticket from the New ticket form.

Steps

1. Open /tickets/new (or use the New ticket button on the Tickets list).
2. Enter a Title — this is the only required field; the ticket is rejected without it.
3. Optionally add a Description, and choose a Company and Contact.
4. Set the Priority (defaults to medium) and Type (defaults to incident).
5. Pick a Board, Category, taxonomy Type/Subtype/Item, and an SLA policy if needed.
6. Assign an owner, add watchers, and save.

What happens on save

The ticket is given a number in the form T-00001 (a zero-padded sequence based on its database ID). Its source is recorded as manual for agent-created tickets.

Board, SLA and assignment defaults

If you select a board you can't access, the ticket falls back to the system default board. The board can then fill in gaps it owns: SLA precedence is explicit form value → board default → system default, and an unassigned ticket inherits the board's default agent. Watchers you add (other than yourself and the owner) are attached, and the create action is written to the audit log.

Critical-priority tickets trigger a Teams/Slack notification on creation.