Overview
In scenarios where a ticket is submitted to one department using the UA Enterprise Service Management (ESM) system that can not actually be worked by that department, it may be necessary to move the ticket to the appropriate department's ticketing application, assuming the destination department is also using the ESM system. This can be done fairly quickly using the Move to Application feature.
Warning!
The ability to transfer a ticket to another department's ticketing application via the Move to Application method requires one of the following conditions to be true:
- An individual has access to both the originating, and destination ticketing applications(1)
- App Admins for the destination ticketing application have enabled individuals without access to transfer tickets, and the App Admins on the source ticketing application has enabled their employees to transfer tickets.
- Submit an Enterprise Service Management ticket to request an Enterprise Administrator transfer the ticket.
(1) Individuals with access to both the originating, and destination ticketing applications will be able to view all tickets within both ticketing applications. If this access level is agreeable to both departments it is generally recommended to restrict the number of individuals from both departments trusted with this access level, and to develop business processes that filters work through these individuals as appropriate to facilitate moving tickets when appropriate.
Alternative Options
- Build a workflow to recreate the ticket in the destination ticketing application.
- Work the ticket to the level the receiving department can, mark the ticket as resolved/closed, and contact the customer informing them where they can get additional assistance.
- Move the Ticket between originating and destination ticketing applications
If any of these are desirable contact your Application Administrator for further assistance.
Be aware of the following!
Moving a ticket between ESM ticketing applications will cause the following data to be permanently lost:
- Ticket tasks and maintenance activities
- Any relationships with parent/child tickets
- Current custom attributes data (preserved in feed)
- Ticket alerts
- Associated survey requests/responses
- Integration session data
Time and expense transactions, feed entries, contacts, attachments, associated assets/CIs, and read-by information will all be preserved.
What materials do I need?
How do I use this technology?
- Open the applicable ticket.
- Under the General tab click the Actions menu.
- From the drop-down menu, click Move To Application.
If you do not see this option it means you either do not have access to another ticketing application, or you do not have permission to move tickets between ticketing applications.
- The specific steps beyond this point will very with individual departmental business practices. Please refer to your department's documentation regarding next steps.
Need additional help or have issues
For support, requests may be submitted anytime by Requesting Support for the Enterprise Service Management service. Support Requests are worked by Priority based on the Impact and Urgency of need as well as the order they are received by the IT Employees with the knowledge and permissions to assist with the request.
For immediate assistance please review the Contact Us page for ways to contact the appropriate support group.