Ticket Management

Articles associated with Ticket Management practices, tips and tricks.

Categories (2)

Ticket Transfer

Information and articles relating to moving/transferring tickets between different ESM ticketing applications.
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Time and Expense

Information relating to entering time, and expense information on ESM tickets, submit reports, and review, approve, or reject reports.
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Articles (25)

Pinned Article Get Started With Enterprise Service Management Tickets

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

Add a Comment to Ticket or Ticket Task

Add an Asset/CI to Ticket

Add an Attachment to a Ticket

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

Add Non-UA Person to Enterprise Service Management System

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.

Attachments in Enterprise Service Management

Outlines the usage of attachments within the UA Enterprise Service Management (ESM) system.

Change Ticket Classification

Create a Ticket

Create a Ticket Task

Edit a Ticket

Edit a Ticket Task

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).

Enterprise Service Management Priority Matrix

Merging Tickets in Enterprise Service Management

Notification Scenarios

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

Reassign a Ticket

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

Reassign a Ticket Task

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

Search for Tickets in Ticketing Application

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

Take Responsibility of a Ticket or Task

Ticket "On Hold" Status

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

Ticket Feed "This message was proxied" Notice

Learn what it means when you encounter a proxied message alert within the Enterprise Service Management (ESM) system ticket feed and why it happens.

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.

Update a Ticket Task

Use TeamDynamix with Microsoft Teams

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.