Types of tickets and work orders

Record type

Purpose

Defect

To document something that causes an asset to deviate from perfect operation.

Incident

To document a deviation from an expected standard of operation.

Investigation

To address an unresolved incident or defect, to record lessons learned from an after action review, or to record the results of root cause failure analysis.

Problem

To capture an unknown, underlying cause of one or more incidents.

Service request

To resolve service requests from customers or requesters.

Record type

Purpose

Action

To track agreements made between organizations or different parties within an organization.

Activity

To initiate the work process and create a historical record of work being performed.

Change

To plan, review, and report actuals for implementing changes or deploying new, standard configurations to existing assets.

Improvement

To plan and report the actual costs and benefits of implementing improvements to a business process or plant configuration.

Management of change

To initiate a management of change process.

Management of change request

To initiate change requests and support change processes for the oil and gas industry.

Release

To plan, review, and prepare for large batches of changes to assets.

Work Order

To plan work orders for assets and locations and initiate the maintenance process.