Search for Tickets in Ticketing Application

Overview

This introductory article will help individuals with access to an Enterprise Service Management (ESM) ticketing application (TDNext) to search for tickets. Each Ticketing Application comes pre-populated with standard searches. A few of these will help individuals find tickets that need their attention, such as Assigned to Me, and Awaiting My Review. These standard searches can be filtered to narrow results, and if there is a filtered search you use often, you can save it to My Saved Searches, so you won't need to recreate the filters each time you want to see the results.

Important
This article is only for individuals that have access to the TDNext interface. Customers looking to check the status of tickets they've requested, or have been added as a contact to, should view instead the View Your Tickets in the Service Portal article.

In this article:

What materials do I need?

  • Internet access
  • Web browser
  • TDNext access

Quick Search

If you already know the Ticket number for the ticket you want to view, you can use the quick search feature of TDNext to open the ticket.

Important
The Quick Search will only display results for ESM applications that the individual has access to within TDNext, even if the individual is a requestor or contact on a ticket in a ticketing application they do not have access to within TDNext.
  1. Login to TDNext.
  2. In the top-right corner, enter the Ticket ID into the Quick Search box.
  3. Press Return, or click the Search button.
  4. A new browser window will open displaying the ticket details.
    Tip
    Depending upon your browser settings, the new window may be blocked. If so, adjust your browser to allow the ESM site to open new windows/tabs.

Standard Searches

Tip
Some of the following standard searches will only be displayed/available if the corresponding ticket classification (e.g. Service Request, Incident, Change, etc.) is enabled within the ticketing application.

To see the list of standard searches, do the following.

  1. Login to TDNext.
  2. Click the Applications Menu.
  3. Click the desired Ticketing Application.

The standard searches appear below Tickets in the left navigation. Each of these, including Tickets, is a ticket search option. The default standard searches are:

Tickets

This standard search will show tickets which have:

  • Tickets that have a status class of New, In Process, or On Hold.

Assigned To Me

This standard search will show tickets which have:

  • By default, tickets that have a status class of New, In Process, or On Hold are displayed.
  • Primary responsibility is set to you or to an active group you belong to.
  • Tasks on the ticket are assigned to you or to an active group you belong to.

Awaiting My Review

This standard search will show tickets which have:

  • A New, In Process or On Hold status class.
  • Are not primarily assigned to you. This means that tickets assigned to groups are included.
  • Are not converted to a project task.
  • A type for which you are a reviewer, either directly or through one of your active groups.

You can then assign the ticket to another individual in that Ticket application.

Awaiting My Approval

This standard search will show tickets which have:

  • A New, In Process or On Hold status class.
  • A workflow step awaiting your approval. This includes approval and choice steps.
  • Note: this does not include Approval steps in which you are a member of an Approval Group, it is the approval step for yourself, singular.

Awaiting Approval

This standard search will show tickets which have:

  • A New, In Process or On Hold status class.
  • A workflow step awaiting approval. This includes approval and choice steps.
  • Note: this also includes other tickets in your Ticket application that are awaiting an approval including Group approvals. 

Incidents

This standard search will show tickets which have:

  • A New, In Process or On Hold status class.
  • A ticket classification of Incident.

This standard search may appear under a different name or not appear at all if the Incident classification has been customized or disabled.

Major Incidents

This standard search will show tickets which have:

  • A New, In Process or On Hold status class.
  • A ticket classification of Major Incident.

This standard search may appear under a different name or not appear at all if the Major Incident classification has been customized or disabled.

Problems

This standard search will show tickets which have:

  • A New, In Process or On Hold status class.
  • A ticket classification of Problem.

This standard search may appear under a different name or not appear at all if the Problem classification has been customized or disabled.

Changes

This standard search will show tickets which have:

  • A New, In Process or On Hold status class.
  • A ticket classification of Change.

This standard search may appear under a different name or not appear at all if the Change classification has been customized or disabled.

Releases

This standard search will show tickets which have:

  • A New, In Process or On Hold status class.
  • A ticket classification of Release.

This standard search may appear under a different name or not appear at all if the Release classification has been customized or disabled.

Service Requests

This standard search will show tickets which have:

  • A New, In Process or On Hold status class.
  • A ticket classification of Service Request.

This standard search may appear under a different name or not appear at all if the Service Request classification has been customized or disabled.

 

Custom Searches

Refining Results with Filters

To refine the search results to narrow tickets by elements such as requestor, ticket type, settings, etc, do the following:

  1. Login to TDNext.
  2. Click the Application Menu.
  3. Click the desired ticketing application.
  4. In the left navigation, click Tickets.
  5. On the ticket search page, on the right-side of the page click the Filter results button.
  6. Enter the desired search criteria.
  7. Click the Apply button.

Save a Search

If there is a filtered search that you use often, you can save it to My Saved Searches, so you won't need to set the filters each time you want to see the results.

Important
Saved searches are related to the specific Standard Search they were created from. For example, a saved search created from the Tickets search will search the ticketing app for all tickets that meet the specified criteria. Viewing a saved search created from the Incidents link will search the ticketing app for any tickets with a classification of Incident that meets the specified criteria.

To save a search configuration for future use:

  1. Apply the filters and display options so you see the results you want.
  2. Click Save Search.
  3. In the Save Search dialog window, in the Save As field enter a descriptive name for the search.
    Tip
    If your account has the Add Global Searches, and Global Report Folders permissions in the ticketing app, you will have the option to make the search available to all other individuals that have access to the ticketing app.
  4. Click Save.

Delete Saved Search

To delete a saved search:

  1. Login to TDNext.
  2. Click the Application Menu.
  3. Click the desired ticketing application.
  4. In the left navigation menu, click Tickets.
  5. In the Ticket Detail window, click My Searches, then click Edit My Searches.
  6. Locate the search to delete, and then click the Delete link.
  7. In the Are you sure you want to delete this search? This cannot be undone. dialog window, click Ok. 

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 UAA 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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