Articles associated with Ticket Management practices, tips and tricks.

Articles (14)

Add People to Ticket

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.

Enterprise Service Management (ESM) Ticket Classification

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).

Update a Ticket

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.