Convert Ticket to Project Request

Overview

Information on how to convert a ticket request into a Project within Enterprise Service Management (ESM).

Warning

If a ticket is converted into a project request, the original ticket will no longer be available. The following data will be permanently lost:

  • Ticket resources, including schedules
  • Custom ticket attributes
  • Entries for this ticket in My Work
  • Alerts
  • Ticket tasks

Existing ticket schedules and resources will be converted over. The person who converts the ticket to a project will be added to the project as the manager, even if they are not on the originating ticket.

What materials do I need?

  • Internet
  • Web Browser
  • TDWorkManagement Access
  • ESM Project application access

How do I use this technology?

  1. Open the Ticket.
  2. Click Actions button.
    Enterprise Service Management Ticket Actions button highlighted
  3. Click Convert To Project Request.
    Enterprise Service Management Ticket Actions Menu Convert to Project Request button highlighted
  4. In the Select Client Portal Application click a option.
    Tip
    It does not matter which client portal application is selected.
    Enterprise Service Management Convert Ticket to Project Select Client Portal Dialog Window
  5. In the New Request form will open in a new browser tab/window in the selected Service Portal.
    Enterprise Service Management Ticket to New Project Request Form in Service Portal
  6. In the Type field select the appropriate project type.
    Important
    Once a project type is selected, additional fields will be displayed, some required and some optional. These are fields are usually associated with project charter related information.
  7. Complete the fields presented.
  8. At the top of the window, click Save.
    Enterprise Service Management New Project Request form save button highlighted
  9. The ticket will now be converted to a draft project request.
  10. Click Review and Submit to view the unsubmitted request and provide additional information.
  11. Incomplete sections will display in the left navigator. For each section, follow these steps:
    1. Click the section to review what information it is requesting.
    2. If there is relevant information to add, add it in the section.
    3. Click Save to save your work.
    4. Click Mark Complete to verify the section is completed.
  12. Click Review and Submit and then click Submit or Mark Complete and Submit button at the top.

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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