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Technical overview of service tickets in Stampli
Technical overview of service tickets in Stampli
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Written by Melad Zahedi
Updated this week

What are service tickets in Stampli?

Service tickets in Stampli are a centralized system for managing internal service requests within your organization. Unlike traditional helpdesk systems that operate as standalone tools, service tickets integrate seamlessly with your procurement and payment processes, allowing you to track, assign, and monitor service tasks while maintaining clear communication between requesters and fulfillers.

How service tickets work in Stampli

Service tickets in Stampli function as a comprehensive request management system:

  1. Request creation: Users submit service requests through Stampli with clear descriptions and requirements

  2. Assignment: Requests are automatically or manually routed to the appropriate department or individual

  3. Tracking: Both requesters and fulfillers can monitor the status and progress of each request

  4. Communication: All discussions about the request are captured within Stampli

  5. Fulfillment: Assigned teams complete the requested tasks and update the status

  6. Closure: Completed requests are documented and archived for audit purposes

Sample use cases

Scenario 1: New Employee Onboarding

A hiring manager needs to prepare for a new employee starting next week. They submit a request in Stampli for "New employee setup - Marketing Designer." After approval, the request goes to a Procurement Specialist who determines multiple outcomes are needed:

  • A Purchase Order for a new laptop and design software licenses

  • A Service Ticket for IT to set up the workstation, email account, and access permissions

The Service Ticket is assigned to the IT department, who can track each setup task separately. The hiring manager can monitor progress of both the equipment purchase and the technical setup through Stampli, ensuring everything is ready before the employee's first day.

Scenario 2: Office Relocation Support

During an office move, a department head needs various tasks handled. Rather than sending separate emails to different teams, they submit a single request in Stampli. The Procurement Specialist reviews it and creates multiple outcomes:

  • Service Tickets for facilities to move furniture and set up workspaces

  • Service Tickets for IT to relocate equipment and reconnect network infrastructure

  • Purchase Orders for new furniture items needed

This centralized approach ensures all aspects of the move are tracked in one system, with clear ownership for each task and visibility into overall progress.

Scenario 3: Event Management

A marketing team planning a corporate event submits a request in Stampli. The Procurement Specialist determines that both purchasing and services are required and creates:

  • Purchase Orders for venue booking, catering, and promotional materials

  • Service Tickets for internal teams to handle logistics, prepare presentation materials, and coordinate travel arrangements

This approach allows the marketing team to track all event-related activities in one system and ensures nothing falls through the cracks.

Key technical components

Request management

  • Structured request creation: Converts free-text requests into standardized formats

  • Request categorization: Organizes requests by type, department, or priority

  • Request routing: Directs requests to appropriate teams based on configurable rules

  • Status tracking: Monitors request progress from submission to completion

User roles and permissions

  • Service Ticket Owner: Resolves service tickets and manages service delivery

  • Procurement Specialist: Codes and routes service tickets for approval (with optional permission to create tickets)

  • Procurement Admin: Configures and manages the service ticket system

  • Procurement Approver: Reviews and approves service tickets

Communication tools

  • Integrated messaging: All communications are preserved within the ticket

  • Comment functionality: Allows stakeholders to add context and information

  • Question routing: Direct questions to specific team members for clarification

  • Notification system: Alerts stakeholders about status changes and updates

Fulfillment tracking

  • Task visibility: Clear view of assigned tasks and their status

  • Completion recording: Documentation of completed work

  • Cancellation handling: Process for properly canceling or rejecting requests

  • Multiple line items: Support for requests with multiple components or tasks

Connection with procurement processes

Service tickets in Stampli are designed to work seamlessly with other Stampli functionalities:

  • Standalone requests: Service tickets can be created independently for non-procurement tasks

  • Procurement-linked requests: Service tickets can be generated from purchase requests when additional action is needed

  • Full audit trail: All activities from request through fulfillment are documented in one system

  • Unified communication: Discussions about both procurement and service aspects are preserved together

Common questions

General Questions

Q: What types of service requests can be managed with service tickets?

A: Service tickets in Stampli can handle virtually any internal service request, including IT equipment deployment, facility reservations, maintenance requests, resource allocation, and any other task that requires assignment and tracking within your organization.

Q: How is this different from a dedicated helpdesk or ticketing system?

A: Unlike standalone ticketing systems, service tickets in Stampli integrates seamlessly with your procurement and payment processes. This means you can manage the entire lifecycle of a request—from initial procurement to internal service fulfillment—in one unified platform, eliminating disconnected systems and providing complete visibility.

Q: Can service tickets be created directly, or do they always come from a request?

A: Service tickets can be created directly by authorized users or generated as an outcome from a request. This flexibility allows you to address both standalone service needs and those that are part of a larger procurement process.

Setup & Configuration

Q: How do I set up service ticket assignments?

A: You can configure service ticket routing based on request type, department, location, or custom fields. This ensures tickets automatically reach the right fulfillment team or individual based on your organization's structure.

Q: Can we customize the information required for a service ticket?

A: Yes, you can customize the fields and information required for different types of service tickets, ensuring you collect all necessary details while keeping the process simple for requesters.

Q: How do we manage permissions for who can create and fulfill service tickets?

A: Stampli offers role-based permissions that allow you to define who can create service tickets, who can fulfill them, and who can view their status. This ensures appropriate access and responsibility throughout the service request lifecycle.

Getting started

To implement service tickets in Stampli:

  1. Contact your Stampli administrator to ensure the feature is activated

  2. Configure user roles and permissions for your service teams

  3. Set up any necessary routing rules for request assignments

  4. Train users on how to submit and fulfill service requests

For detailed guidance, see these related articles:

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