What is a trouble ticket?
A trouble ticket is a record created when someone reports a problem, such as an outage, error or malfunction, that captures the details of the issue and tracks its investigation and resolution. The term is common in IT, telecom and network operations, where it is often used interchangeably with incident ticket.
Typical fields
| Field | Example |
|---|---|
| ID | TT-48211 |
| Reporter | Customer or monitoring system |
| Description | "VPN drops every 10 minutes" |
| Severity | High |
| Affected service | VPN |
| Owner | Network team |
| Status | In progress |
| Resolution notes | Firmware updated |
Trouble ticket vs service request
A trouble ticket reports something broken. A service request asks for something new, like access or equipment.
