Edit or Remove a Consumable from a Ticket

Overview

This guide outlines the standard procedure for updating consumable item quantities on an active ticket to ensure accurate inventory tracking and billing records. Consumable items, such as cables, toner, replacement parts, or packaging supplies, are frequently adjusted during ticket resolution as scopes change or additional materials are required. Keeping these counts accurate within the ticketing system prevents inventory discrepancies, guarantees proper department chargebacks, and maintains an auditable record of all materials dispatched. Follow the steps below to modify, add, or remove consumable allocations on open requests before ticket closure.

In this article:

What materials do I need?

  • Internet connectivity
  • A web browser
  • Privileges within the UA ESM system to the following:
    • Assets/CIs module
    • Ticket application

How do I use this technology?

  1. Open a web browser.
  2. Navigate to the UA ESM website.
  3. Login to the UA ESM with your UA Email address and password.
  4. Open the applicable ticket.
  5. Click Consumables tab.

Change Consumable Quantity on Ticket

  1. Locate the consumable row to be modified.
  2. Scroll-right to display the edit button.
  3. Click Edit on the row to change the consumable to be modified.
    Ticket consumable tab with edit consumable button highlighted
  4. The Edit Consumable dialog window will open.
  5. Change the Quantity.
    Ticket Edit Consumable Quantity dialog
    Important
    Location, Room, and Consumables can't be changed on an existing row - remove the row and add a new one instead.
  6. If you lower the Quantity, or remove the row, you're asked whether the items are being returned to stock or were used or discarded.
    • Return to stock - the quantity is added back to the consumable item's Current Quantity at that location/room, and a Feed entry notes the return.
    • Used or discarded - the consumable item's Current Quantity doesn't change, and a Feed entry notes the removal.
  7. Click Save.

Remove Consumable from Ticket

  1. Locate the consumable row to be removed.
  2. Scroll-right to display the remove button.
    Ticket consumable tab with item remove button highlighted
  3. Click the Remove button on the row.
  4. A Returning items to stock? dialog will by displayed.
    Ticket consumable return items to stock dialog
  5. Select one of the following:
    • Return to stock - The items will be added back to the consumable item's Current Quantity at the original Location/Room and can be used again.
    • Used or discard - Consumable quantities will not change. The row (or the removed portion) will no longer count against this ticket.
  6. Click Save.

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.

Print Article