An Incident ticket in IT is a record used to document an unplanned interruption to an IT service or reduction in the quality of an IT service. According to ITIL (Information Technology Infrastructure Library), an incident is an event that disrupts normal service operation, causing a degradation of service quality or completely halting the service.
In simpler terms, an Incident ticket is when something breaks or stops working as it should, and it needs to be fixed. For example:
- A user cannot access their email.
- The University website is down.
- A printer is malfunctioning.
These incidents are logged and managed through Incident tickets to ensure that they are addressed and resolved promptly, minimizing the impact on the business.