 Ticket Management

This article provides an introduction to individuals using the Enterprise Service Management (ESM) system to access, create, and manage work via tickets.

Attachments can be added to a ticket at any time to facilitate access to supporting documentation necessary to fulfill the requested work.

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).

This article will help individuals to understand how Enterprise Service Management (ESM) system processes notifications in a variety of scenarios.

Information on how to reassign the person responsible for working on a ticket from one person to another person.

Information on how to reassign the person, or group responsible for working on a ticket task from one to another.

This introductory article will help individuals with access to an Enterprise Service Managment (ESM) ticketing application (TDNext) to search for tickets.

Information on how to place a ticket "on hold" during periods of time when no work can be accomplished.

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.