Get Started With Enterprise Service Management Tickets

Overview

The Enterprise Service Management (ESM) system is designed to improve organizational processes, communication, and customer experience by providing a unified and standardized approach to service delivery.

Content in this Article

• Get Started
• Mange Work
• Communication / Notifications

What materials do I need?

• Internet connectivity
• A web browser
• Privileges within the UA ESM system to one, or more ticketing application(s)

Get Started

Learn about Enterprise Service Management

• Enterprise Service Management (ESM) Ticket Classification
• Enterprise Service Management Priority Matrix
• Attachments in Enterprise Service Management
• Enterprise Service Management Glossary of Terms

Manage Work

Tickets

• Create a Ticket
• Edit a Ticket
• Update a Ticket
• Take Responsibility of a Ticket or Task
• Add a Comment to Ticket or Ticket Task
• Reassign a Ticket
• Merging Tickets in Enterprise Service Management
• Add an Attachment to a Ticket
• Search for Tickets in Ticketing Application
• Ticket "On Hold" Status

Tasks

• Create a Ticket Task
• Update a Ticket Task
• Take Responsibility of a Ticket or Task
• Add a Comment to Ticket or Ticket Task
• Reassign a Ticket Task

Communication / Notification

• Notification Scenarios
• Use TeamDynamix with Microsoft Teams

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.