The Multi-Department Ticket Management feature enables end users to create, manage, and access Incident (IM) and Service Request (SR) tickets across multiple departments through AIW. The feature ensures that ticket operations are aligned with department-level configurations and access controls, improving security, governance, and operational accuracy.
The capability supports department-aware ticket routing, access validation, and intelligent conversation handling within AIW.
Why does it matter?
Improves Ticket Routing Accuracy
Ensures tickets reach the right department from the start, reducing reassignment and faster resolution.
Enhances User Experience
Provides department-specific workflows and responses for a more personalized support experience.
Strengthens Security & Access Control
Restricts ticket and asset visibility based on department authorization to protect sensitive data.
Reduces Operational Overhead
Automates department validation and routing, minimizing manual effort and ticket bouncing.
Supports Scalable Enterprise Service Management
Enables multiple departments to operate independently within a single AIW platform while maintaining governance and segregation.
Use Case
Amy, an employee in the Finance department, opens AIW and types:
“I’m unable to connect to outlook”
Instead of directly creating a ticket, AIW intelligently responds with Department selection.
Amy selects IT.
AIW immediately validates the department configuration and understands that incident belongs to IT department. Based on this validation, AIW creates the appropriate Incident with unique Incident ID and routes it directly to the IT support team.
Multi Department Ticket Functionality
When an End User or Analyst attempts to create or update a ticket, AIW prompts for Department selection to ensure the ticket is routed, managed, and accessed according to department-specific configurations and authorization rules.
The selected department is validated against user access permissions and backend configurations, enabling secure and accurate Incident (IM) and Service Request (SR) operations across multiple departments.
To view Department selection while creating a Incident or SR, perform the following steps:
Log in to the Application as an End User.
Prompt with query such as “Create an Incident - Laptop not working”.
AIW prompts users to select a department such as IT, HR, Finance, etc., before creating an Incident or Service Request.
Figure: Department Selection Prompt
The selected department is retained throughout the active conversation to ensure accurate ticket routing and context-aware interactions. Department selection is mandatory and ticket creation cannot proceed without choosing a valid department.Select the required Department.
Figure: Department SelectionType in Yes. An Incident is created with Incident ID.
Figure: Incident Creation
Note
For End Users, AIW ensures that end users can view and manage only the tickets, requests, and assets associated with departments they are authorized to access. Unauthorized department data is hidden to maintain secure and controlled access.