The Operation model contains all the necessary information for the management of the ticketing process. Every Operation, based on the Type field, can become, for example, a support request, an issue, a change request, etc.
Service operations are taken from the ITIL Methodology, where Service Operation is that part of service management that is concerned with ensuring that services are delivered effectively and efficiently. The lifecycle phase of Service Operation includes fulfilling user requests, resolving reported failures, troubleshooting problems, and performing routine operational activities.
Typically, Operations can be opened by End Users in the portal, and then managed by the internal support team, or by Operators, directly in the Deepser backend.