Edit Ticket Type

Overview

This article will help Enterprise Service Management (ESM) administrators or application administrators to edit/modify an existing Ticket Type in a Ticketing application.

In this article:

What materials do I need?

  • Internet Access
  • Web Browser
  • TDWorkManagement access
  • ESM App Admin or Enterprise Admin role

Access Ticket Types

To edit an existing ticket type within a Ticketing application do the following.

  1. Login to ESM.
  2. Click the Application menu.
  3. Click desired ticketing application.
  4. Click Settings.
  5. Click Admin.
  6. Click Types in the left navigation.
  7. Click the Type name to open an edit window.

Ticket Type General

On the General tab review, and adjust the following settings as required.

  1. Select a Category for the new ticket type.
  2. Edit the Name for the ticket type.
    Warning
    Only rename a Ticket Type to clarify the purpose/label of the type. If the fundamental purpose is changing, it is strongly recommended to create a new ticket type, and mark the original/old one as inactive as to ensure data integrity and historical reporting.
  3. Optionally, adjust a Description detailing the use/propose of the type.
  4. Configure these remaining ticket type settings as desired:
    • Primary Reviewer – The person or group who will first encounter a ticket (if unassigned upon creation) to ensure it gets triaged appropriately.
    • Options
      • Active Status – Marking a ticket type as inactive means that individuals will not be able to use it when creating new tickets. This has no effect on any existing tickets with that type. In addition, the deactivated type(s) are still selectable for reporting purposes.
      • Notification of primary reviewer and other email addresses of inbound items – If you choose to notify the primary reviewer, you must select a primary reviewer.
      • Notification of responsible resource(s) when all tasks are complete
    • Workspace – When a workspace is selected on a Ticket Type, any time entered on tickets of this ticket type will be applied not only to the ticket itself, but also toward the selected Workspace.
    • Notify other email addresses - This is a comma-separated list of other email addresses who will receive notifications when tickets of this type are created or edited. Emails will only be delivered for this ticket type if the Notify primary review and other options of new/edited tickets? checkbox is checked.
    • Default SLA – If a type is assigned a default SLA, all tickets that are not created through a custom form will be assigned to this SLA by default. However, when creating a ticket through the Ticketing Application, individuals who have the Change Service Level Agreements of Tickets permission will be able to choose the SLA from a list. To assign tickets to an SLA through a custom form, add the SLA field to the form, choose an SLA from the list, and uncheck the Requestor Can View option.
  5. Click the Save button.

Time Types

On the Time Types tab, review, add, or review time types as required.

Add a Time Type

  1. In the Time Types box, select one, or more of time types to be added to the ticket type.
  2. Click Add.

Remove Time Type

  1. In the table below the Time Types box, locate the time type to remove.
  2. Click Delete.
  3. In the Are you sure you want to remove this time type? This cannot be undone. dialog window click Ok.
Important
While deleting a time type from a ticket type cannot be undone, you can always add the time type back later if necessary.

Expense Accounts

On the Expense Accounts tab, review, add, or review expense account(s) as required.

Add a Expense Account

  1. In the Expense Accounts box, select one, or more of expense account(s) to be added to the ticket type.
  2. Click Add.

Remove Expense Account

  1. In the table below the Expense Accounts box, locate the expense account to remove.
  2. Click Delete.
  3. In the Are you sure you want to remove this expense type? This cannot be undone. dialog window click Ok.
Important
While deleting an expense account from a ticket type cannot be undone, you can always add the expense account back later if necessary.

Next Steps

Ticket Type is created it can be deactivated by following the directions provided in the below article.

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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