Articles associated with Ticket Management practices, tips and tricks.
People can be added to the ticket at any time. People may be added as alternative contacts, to request approval, or to be kept informed of ticket progress. Once a person is added to a ticket, they can be notified of progress on a ticket, or task when adding a comment, or updating a ticket.
Outlines the usage of attachments within the UA Enterprise Service Management (ESM) system.
Provides an overview of the Information Technology Infrastructure Library (ITIL) definitions of classification types, provides sample use cases, and provides additional notes regarding how these classifications are used within Enterprise Service Management (ESM).
Provides directions on transferring tickets between two departments that are both using the UA Enterprise Service Management (ESM) system.
Information on how to update a ticket, and optionally notify the customer, and/or other contacts that may be interested in the progress of the ticket.
Information on how to use the TDX messaging extension to collaborate with coworkers via Microsoft Teams on Enterprise Service Management (ESM) tickets, KB articles, Assets and more.