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Core concepts
Incidents and requests, statuses, priority, SLA, teams, and roles.
This page explains the terms used throughout RANCAQ: ticket kinds, numbers, statuses, priority, SLA, teams, and roles. Labels are written as they appear in the app.
Ticket kinds
- Incident: a problem with something that should be working. In the Portal, employees choose Something's broken.
- Service request: something new, such as access, a device, or a license. In the Portal, employees choose I need something or submit an item from the Service catalog.
Ticket numbers
Every ticket gets a number in the format PREFIX-YEAR-SEQUENCE, for example INC-2026-000123 for an incident and REQ-2026-000045 for a service request. The sequence starts over every year and is counted separately for each kind. The number also appears in the subject of notification emails.
Statuses and lifecycle
The Console uses short terms for the IT team, while the Portal uses terms that are easier for employees to follow.
Incidents
| Console | Portal | Meaning |
|---|---|---|
| New | Just received | A new ticket has come in |
| Triaged | Being reviewed | The team has read and sorted it |
| Assigned | Agent assigned | A team or agent has been set |
| In progress | Being worked on | Work is under way |
| Pending | Pending | On hold, for example waiting on the user or a vendor |
| Resolved | Solution provided | The team has provided a solution |
| Closed | Done | The ticket is closed and can no longer be replied to |
The flow is: New, Triaged, Assigned, In progress, then Resolved. From In progress a ticket can go to Pending and back to In progress. From Resolved, the ticket is either closed or reopened to In progress.
Service requests
| Console | Portal | Meaning |
|---|---|---|
| Submitted | Submitted | A new request has come in |
| Needs approval | Awaiting approval | Waiting for an approver's decision |
| Fulfilling | Being processed | The team is fulfilling the request |
| Completed | Completed | The request has been fulfilled |
| Rejected | Rejected | Rejected, for example by an approver |
| Cancelled | Cancelled | Cancelled by the requester or the team |
Catalog requests without approval steps go straight to Fulfilling. Completed, Rejected, and Cancelled are final statuses.
Priority
Priority is calculated from Impact and Urgency, resulting in P1 to P4.
| Impact \ Urgency | Low | Medium | High | Critical |
|---|---|---|---|---|
| Critical | P3 | P2 | P1 | P1 |
| Large | P3 | P3 | P2 | P1 |
| Medium | P4 | P3 | P3 | P2 |
| Small | P4 | P4 | P3 | P3 |
Priority labels: P1 — Critical, P2 — High, P3 — Medium, P4 — Low. Tickets from the Portal start with Medium impact and the urgency chosen under How urgent is it?. The IT team can change impact and urgency, or override the priority manually with a reason that is recorded in the audit log.
SLA
An SLA is a time target counted in working hours. There are two targets:
- First response: stops when the team writes its first public reply, or when the ticket is resolved.
- Resolution: stops when an incident is Resolved or a request is Completed.
Working hours and holidays come from a working calendar. Targets differ per priority. Incidents use the default SLA policy chosen by an admin. Catalog requests use the policy set on the catalog item. Requests created with I need something have no SLA target.
SLA states shown in the Console: Running, Paused, At risk, Breached, Met, and Cancelled. At risk appears when the time used reaches the threshold set by an admin (80% of the target by default). Breached means the deadline has passed. The resolution SLA can be paused while a ticket is Pending, depending on the reasons checked in the policy. Details are in SLA and deadlines.
Teams and agents
A ticket can be assigned to one Team and, within that team, to one Agent. The agent must be a member of that team. Tickets without a team appear in the Unassigned tab of the queue. Catalog requests go straight to the item's fulfillment team when an admin has set one.
Roles and permissions
Access in RANCAQ is determined by roles. A role is a set of permissions, and a user can have several roles. Built-in roles:
| Role | Access summary |
|---|---|
| Requester | Create tickets, view and reply to own tickets, open the catalog |
| Approver | Same as Requester, plus deciding approvals |
| Agent, Team Lead | Work on their own team's tickets and unassigned tickets, open the asset registry |
| Service Desk Admin | View and manage all tickets, configure SLA, calendars, catalog, email channels, and assets |
| Tenant Admin | Same as Service Desk Admin, plus users, teams, roles, and organization |
| Auditor | Read only: tickets, configuration, and audit |
Admins can also create their own roles. See Users, teams, and roles.