What are the Common Support Ticket Scenarios?
Purpose: This article provides a consolidated overview of the most common ticket types received by the Application Management Support team across lifecycle management, electronic approval, and compliance systems. It serves as a reference for end users, support teams, and business stakeholders to streamline ticket submission, triage, and resolution.
1. User Access & Account Management
Description
Requests related to onboarding, access changes, or updates to user profiles.
Common Ticket Types
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New user access setup
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Role changes and permission updates
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Group membership changes
Required Information
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Username and email
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Business justification
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Requested role/permission
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Associated project(s)/workspace(s)
2. Project / Workspace Administration
Description
Changes that affect project structure, workflows, or metadata within the system.
Common Ticket Types
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New project/workspace requests (subject to approval or restrictions)
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Updates to approval workflows
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Creation or modification of fields/attributes
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Updates to value lists or dropdown menus
Considerations
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Many project-level changes impact data integrity and must follow governance review.
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Some requests may not be permitted based on enterprise standards.
3. Platform Issues & System Troubleshooting
Description
Technical malfunctions or operational disruptions impacting user productivity.
Common Ticket Types
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System errors or unexpected behavior
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Login or authentication issues
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Module/functionality failures
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Outages or degraded performance
Escalation
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Critical incidents may trigger emergency or on-call escalation workflows.
4. Configuration Change Requests
Description
Requests that modify system behavior, templates, or underlying configuration.
Common Ticket Types
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Core system configuration updates
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Template configuration changes
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Approval or routing logic updates
Impact
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All configuration changes require impact assessment and may involve validation or change control.
5. Data Management & Reporting
Description
Requests related to data movement, data transformations, or reporting outputs.
Common Ticket Types
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Bulk data uploads
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Import/export requests
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New dashboards or custom reports
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Report modifications
Prerequisites
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Validated templates
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Proper data formatting
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Business signoff for large imports
6. Template Requests
Description
Applies to systems that use templated workflows for approvals, validation, or signatures.
Common Ticket Types
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New template creation
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Template updates (fields, routing, business rules)
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Template troubleshooting
Requirements
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Detailed functional requirements
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Impact assessment for compliance-related workflows
7. Licensing & Administrative Requests
Description
Applies to any tool requiring managed seats or entitlements.
Common Ticket Types
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License allocation or updates
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Troubleshooting license activation
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Reviewing seat usage or capacity
Notes
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License issues often require coordination with platform administrators.