Ticket Alerts

Overview

This article provides information on how to leverage the use of Ticket Alert(s) to facilitate personal email alerts for ticket lifecycle events within the Enterprise Service Management (ESM) system. Alerts can be particularly useful if you tend to work primarily from your email inbox, since they deliver notifications directly to you. Ticket alerts are unique to the individual that created them, and are not shared with others.

What materials do I need?

  • Internet access
  • Web Browser
  • TDWorkManagement license
  • Access to Ticketing Application containing the desired ticket.

How do I use this technology?

Ticket and request alerts notify you via email at specific stages of a ticket's lifecycle, including closure, completion, and due dates. These alerts are personal to your account and are not visible to or shared with other users.

How Alerts Work

Ticket alert notifications are sent as standard plain-text emails. There is no notification template for ticket alerts, so the email format cannot be customized.

Once an alert fires, it is removed from the ticket and will not apply to any tasks or events added afterward. For example, if you set an alert to fire when all tasks are complete, it will not automatically cover any new tasks added to the ticket later. If you need to be notified again, re-add the alert to the ticket.

You can add alerts to a ticket to be notified of status changes or remove alerts that are no longer needed.

Add Ticket Alert

  1. Login to TDWorkManagement.
  2. Go to the desired ticket.
  3. Open the ticket either in a side panel, app tab, or browser tab.
  4. Click My Alerts tab.
    ESM Ticket with My Alerts tab highlighted
  5. Click Add button.
    ESM My Alerts tab Add Alert button highlighted
  6. The Add Alerts popup window will open.
    ESM Ticket Add Alerts dialog window
    Select the alert(s) you’d like to add:
    • All Tasks Complete
    • Ticket is Completed
    • Ticket is Due
    • Ticket is In Process
    • Ticket is Overdue
  7. Click the Save button.

The selected alerts will now appear on the My Alerts tab of the ticket.
ESM Ticket My Alerts with selected alerts displayed

Remove a Ticket Alert

  1. Login to TDWorkManagement.
  2. Go to the desired ticket.
  3. Open the ticket either in a side panel, app tab, or browser tab.
  4. Click the My Alerts tab.
  5. Click the Delete link of the appropriate alert and confirm the deletion.
    ESM Ticket My Alerts with delete button highlighted on enabled alert
  6. At the Are you sure you want to delete this alert? This cannot be undone dialog click Ok.
    ESM Ticket My Alerts delete alert confirmation dialog
  7. If there are additional alerts you'd like to remove, repeat the previous steps.

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.

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