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Salamandr Docs

Ticket Types

Ticket Types provide high-level taxonomy for customer inquiries and internal IT service requests, separating urgent outages from standard questions or administrative requests.

1. Standard ITIL & Custom Types

Section titled “1. Standard ITIL & Custom Types”

Salamandr ships with customizable ticket types:

  • Incident: Unplanned interruption or reduction in quality of an IT or medical device service (e.g. Server crash, Telemetry monitor offline).
  • Service Request: Formal request from a user for something to be provided (e.g. Password reset, Access request, Hardware provisioning).
  • Problem: Root cause analysis for one or multiple recurring incidents.
  • Change Request: Request for modification to IT infrastructure, medical device firmware, or deployment configuration.
  • Inquiry / Question: General pre-sales or product usage question.

2. Type-Specific Form Schemas & WASM Plugins

Section titled “2. Type-Specific Form Schemas & WASM Plugins”
  • Custom Field Association: Custom fields can be configured to appear only when specific ticket types are selected (e.g. device_serial only appears on Hardware Incidents).
  • Extension Gating: WebAssembly plugins can be constrained to execute only on specific ticket types (e.g. HMS Healthcare Plugin runs only on Clinical Incidents).
  • SLA Overrides: Each type can override the tenant-wide SLA targets per priority (e.g. Change Request gets a longer resolution window than Incident at the same priority) — see SLA Policies → Per-Ticket-Type Overrides.

3. REST API Reference

Section titled “3. REST API Reference”

Create Ticket Type

Section titled “Create Ticket Type”
POST /api/v1/ticket-types
Content-Type: application/json
Authorization: Bearer <API_TOKEN>


{
  "name": "Clinical Incident",
  "description": "Hardware and telemetry failures on hospital clinical devices"
}

List Ticket Types

Section titled “List Ticket Types”
GET /api/v1/ticket-types
Authorization: Bearer <API_TOKEN>