Overview
Each Enterprise Service Management (ESM) Ticketing Application has several unique settings that allow some options to be configured differently in each application in order to help facilitate business processes.
In this article:
Modifying Ticketing App Settings
To modify ticket settings:
- In TDWorkManagement open the desired ticketing application.
- Click the Settings (gear) icon.
- Click Admin.
- Click Settings in the left navigation.
- Modify the desired settings.
- Click the Save button.
Available Ticketing App Settings
The following settings are available:
General Settings
- Default Status – The selected status is automatically set on any tickets that are created without a specific status. This is usually a status with the New status class.
Tip
The exact values available is dependent upon the active statues created within the ticketing app.
- Requestor Withdrawn Status – When a requestor withdraws a ticket request on the client portal, it will be set to this status. If no status is selected for this ticketing application, then customers will not be able to withdraw ticket requests. This status must be of the class Canceled or Completed.
Tip
The exact values available is dependent upon the active statues created within the ticketing app.
- Make comments private by default – Defines the default privacy setting when adding a comment on a ticket in Work Management. The privacy setting can be toggled on every comment as needed, but this decides the default setting.
Tip
It is generally recommended to leave this setting off (i.e. disabled) in order to facilitate transparency of communication with the customer.
- Make attachments private by default - Defines the default setting for attachments uploaded by technicians and controls whether or not the attachment is visible to customers on the Client Portal.
When a new attachment is added, it will be marked as private or not based on these rules:
- Attachments uploaded via client portal default to not private.
- Attachments uploaded via Work Management or via email are set based on the application setting. Individuals cannot change this setting during upload of an attachment; they will need to change it on the existing attachment.
- Attachments added via the API are set based on the application setting, but a new parameter allows setting it to either private or not.
- Attachments copied via the API use the same value as the copied attachment has, but a new parameter allows setting it to either private or not.
Automatic Contact Addition Options
- Add Contacts when users update or comment on a ticket - This setting automatically adds individuals who interact with the ticket as contacts on the ticket, making it easier to communicate with those people in further updates.
- Add Contacts from additional email recipients – When a ticket is created or updated by an email monitor or email reply monitor, if there are any additional recipient email addresses on the email, they will be added to the ticket as a contact (if a record exists for them).
Tip
A general recommendation is to not enable this setting. This allows the technician working the ticket to have better control of who has visibility on the ticket through the Client Portal.
Important
When an email reply monitor updates a ticket, the email reply monitor user must have access to the ticketing application in order to add contacts.
On Hold Options
- Automatically take tickets off hold when they are commented on – When tickets have been placed on hold and this option is checked, they will automatically be taken off hold when any of the following conditions happen. When a ticket is automatically taken off hold, it will revert to the last off hold status it held, similar to when tickets are taken off hold by an automated timer.
- The ticket is commented on through the Services application
- The ticket (or a related ticket task) is commented on through email
- A feed item on the ticket (or a related ticket task) is commented on
- Automatic Off Hold Status - When selected, if the system automatically takes a ticket off hold, this status will be set on the ticket. When blank, tickets will return to the status they had before they were placed on hold.
Tip
The exact values available is dependent upon the active statues created within the ticketing app.
Related client portal application
When searching for articles, services or service offerings, or creating articles from within a ticketing application, the selected client portal application will be used by default. Individuals with access to multiple client portal applications will still be blended to search for articles and services in other client portals using the lookup pages. If All client portals is selected, the default client portal will be used for creating articles.
Ticket Resolution/Closure Settings
Reopening Completed/Cancelled Ticket Options
What action should occur when a ticket is reopened? Requestors might call in regarding the same incident, but you may prefer it is created and tracked as a separate incident. Creating a new ticket can result in more representative reporting data. This is measured in calendar days. When tickets have a status class "Completed" or "Cancelled" and one of these options is checked, the actions listed below can be performed when any of the following conditions happen: When a new ticket is created, it will copy the basic properties of the ticket (including responsibility) but create it with the default status. In addition, this new ticket will contain the text of the associated feed item that initiated the update. The requestor will be notified when new tickets are created through this process.
- The ticket is commented on through the Services application
- The ticket (or a related ticket task) is commented on through email
- A feed item on the ticket (or a related ticket task) is commented on
When a ticket is reopened, it will change to the status specified below. This must be a status of class "New" or "In Process".
- Always reopen tickets
- Reopen tickets within x day(s) of completion/cancellation; create new tickets afterwards
- Never reopen or create new tickets
- Always create new tickets
- When a ticket is reopened, its status will be changed to – When a ticket is automatically reopened, it will be set to this status.
Note
This setting only appears if Always reopen tickets, or Reopen tickets within x day(s) of completion/cancellation; create new tickets afterwards is selected.
Completed Ticket Options
These settings allow you to automatically move tickets from one completed status to another after a specified number of days. This can be used to create a distinction between resolved tickets and closed tickets, where resolved tickets are pending confirmation from the requestor for the specified number of days before they are automatically closed. Ticket timeframes are not based on the application's operational hours, but instead run on actual hours (i.e. a ticket can have a status move occur on a weekend).
- After x day(s), update completed tickets to the [value] status – When tickets have status class of Completed and this option is selected, the ticket will be automatically moved to another Completed status specified when the following conditions are met:
Tip
The exact values available is dependent upon the active statues created within the ticketing app with a status class of completed.
- The ticket's status has "Do Not Reopen" setting turned off
- The number of days specified has passed since the ticket was completed.
- The ticket's completed date is on or after this the start date set in the Apply to tickets completed on or after setting..
- Do not automatically update completed tickets
Notification Settings
Ticket New Settings
When tickets are created in Work Management, these settings determine whether the checkboxes to notify the requestor and responsible resource are checked by default. The technician can still toggle these settings on individual tickets as they are created.
- By default, notify the responsible resource that they have been assigned to the ticket
- Be default, notify the requestor about the ticket
Automatic Notification Options
These settings determine when notifications will be sent during the ticket lifecycle
- Notify Responsible or Reviewer when a user comments on a ticket - This will automatically send a notification to the responsible or reviewing resources of that ticket when:
- The ticket is commented on through the Services application
- The ticket (or a related ticket task) is replied to through email
- A feed item on the ticket (or a related ticket task) is commented on
Notifications will be sent in the following manner:
- If a responsible user or group is set, that resource will be sent a notification.
- If no responsible resource is set, the reviewing user or group will be sent a notification.
- If there is no responsible or reviewing resource set on the ticket, no notification will be sent.
- If this setting is enabled, the resource selected for automatic notification will be removed from the "Notify" dropdown list present when leaving comments in the Client Portal.
Notifications will be suppressed if the commenting user is the same as the person who would be notified.
- Notify Requestor by default on ticket updates - When checked, this adds the requestor to the notification field automatically when updating a ticket. This can be cleared by the Work Management user if needed.
- Notify All by default on ticket updates - When checked, the ticket update page will automatically include all users related to the ticket for notification. The technician can remove people if needed.
- Notify All by default on client portal comments - When checked, the client portal ticket comment page will automatically include all users related to the ticket for notification. The technician can remove people if needed.
Ticket Task Notifications
When ticket tasks are created in Work Management, these settings determine whether or not the responsible group is notified.
- Notify Responsible Group when Task becomes active - If the "Notify Responsible Group when Task becomes active" setting is enabled, a notification will automatically be sent to the responsible group members of that task when it becomes active if:
- The group member is an active member of the group.
- The group member has the "Include in Notifications" group setting turned on.
Client Portal Visibility Settings
These settings determine which users can view a ticket in the client portal.
Important
The following settings will not prevent individuals with access to this ticketing application within TDWorkManagement from viewing tickets.
- Allow requestors/creators to view tickets in the Client Portal
Important
It is strongly encouraged for this option to be selected (i.e. enabled). This ensures that customer's will be able to check on the status of their ticket(s), and provide additional information via the Client Portal.
- Allow users in associated accounts/departments within the appropriate permission to view tickets in the Client Portal
Important
This setting is effectively disabled as the underlying system permission View all requests belonging to assigned accts/depts is not enabled.
- Allow ticket contacts to view tickets in the Client Portal
External User Settings
Workspace Settings
These settings determine how workspace members can interact with tickets in this application if they do not have access to the application.
- Always allow workspace members to view tickets and ticket tasks that have been added to their workspace - Allows Workspace members without access to this application to view the details of tickets and ticket tasks.
- Always allow workspace members to assign responsibility of tickets and ticket tasks that have been added to their workspace - Allows Workspace members without access to this application to be able to assign responsibility of tickets and ticket tasks.
- Always allow workspace members to edit tickets and ticket tasks that have been added to their workspace. This includes creating ticket tasks on tickets within the workspace - Allows Workspace members without access to this application to be able to edit tickets and ticket tasks
- Always allow workspace members to update tickets and ticket tasks that have been added to their workspace - Allows Workspace members without access to this application to be able to update tickets and ticket tasks.
Move Ticket Settings
These settings determine whether users can move tickets into this application without having access to the application.
- Allow users without this application to move tickets into this application.
- Move Tickets Form - When a person moves a ticket to this ticketing application without access, the selected form will be used.
Task Statuses
Tickets that have been converted to Project Tasks inside the Project Management application have statuses to help track the status of the ticket inside the Ticketing application. Each of these statuses follows status class rules for tracking the status of tickets that have been converted to project tasks. There is an automated process responsible for updating the status of converted tickets, so there may be a delay between updating the task and the ticket status being updated to reflect % complete.
There are three Task Status settings which are based upon % complete of the task:
- Not Started Project Task Status – The task is 0% complete. This status class must be New or In Process.
- Started Project Task Status – The task is 1-99% complete. This status class must be New or In Process.
- Completed Project Task Status – The task is 100% complete. This status class must be Completed.
Gotchas & Pitfalls
If unsure of which settings to enable, always use the default ticketing application Settings. These are a good starting point for a go live or an initial launch of the ticketing application. Over time it is recommended to review these Settings to determine if changes are needed.
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.