When you create a template in the Ticket Templates application, you classify the type by choosing from one of three classes of tickets. The class of the ticket defines the purpose of the ticket.
The notebook of an employee fails. The employee calls IT to report the failure, and a user opens a service request ticket to document the request. After the service request is assigned to an owner, who then creates an incident ticket. The Incident ticket specifies the replacement of the notebook, which reinstates normal service as soon as possible. Next, the service request owner creates a problem ticket to diagnose the problem with the notebook, and finally a change work order to repair it.