Section — Defaults

Section — Defaults

What this section captures

The Defaults section holds the fall-back values the ITSM tool uses when a ticket arrives without enough information to classify it — typically tickets created by email or by self-service users who don’t fill in every field.

Common defaults:

• Default Category / Type / Item (often something like Unclassified / Unknown / Triage).

• Default SLA, Impact, Urgency.

• Default Group (typically the front-line Service Desk).

• Default Workflow.

Why it matters

Without sensible defaults, tickets that don’t self-classify either get stuck in an unrouted state or land on whoever’s desk happens to be open. Either way SLAs aren’t running and the customer’s problem isn’t being worked.

How to fill it in

1. Pick the values that match where the front-line triage happens. For most customers that’s the Service Desk group with a medium SLA.

2. Pick a default Workflow that includes a triage step — the goal is to get the ticket re-classified into a real category as quickly as possible, then re-routed.

Approval implications

This section follows the standard four-state approval lifecycle: Draft (editable) → Submitted (locked, awaiting the customer’s Manager) → Manager Approved (locked, awaiting the Partner approver) → Final (fully signed off and locked). A reviewer can reject the section back to Draft, with a reason, at either approval step.

Defaults rarely change post-go-live. Lock Final once the SLA and Priorities sections are themselves Final — the Defaults values must reference those Final lists.