Overview
You can create Enterprise Service Management (ESM) ticket when appropriate. When you do, be sure to add select the correct classification, form, and clearly document the steps to replicate, troubleshooting and any workaround.
In this article:
What materials do I need?
- Internet access
- Web Browser
- TDWorkManagement license
Create a Ticket
- Login to ESM.
- Click the desired ticketing application (e.g. UA, UAA).
- Click +New Ticket in the menu bar.
- A New Ticket window will appear.
Note
By default, the ticket will be have a classification of Service Request. This may change based upon the type of form selected in the next step.
- Click into the Form field.
- Type a keyword appropriate to the customer's request (e.g. computer, account, fiscal, HR, etc.).
- Select the appropriate form type from the list displayed paying special attention to Incident, or Service Request classification.
- Service Request: Forms for requesting work.
- Incident: Forms associated for reporting degradations, or other issues where services are not working as designed.
- The Ticket window will refresh with new fields based upon the form type selected.
Important
The specific fields available will vary based upon the type of form selected. The example below uses a generic service agnostic form; however, similar steps apply to all form types.
- Complete the rest of the ticket form.
- Status field, leave set to New.
- Click into the Requestor (aka Primary Contact) field and type either the UA Username, or Name of the person who is the ultimate customer.
Important
The
Requestor is the person for whom the work is being done for. For example, if an administrative assistant is calling in a service request to have their department head's workstation repaired, the
Requestor in this case is the department head,
not the administrative assistant that actually made the phone call. In this example, the administrative assistant would be added as an
Additional Contact(s). See below for
adding Additional Contact(s).
- Select the correct person from the list of identities displayed.
- After the Requestor has been added to the ticket, look to the right for the Recently Requested by <Name> box that appears. Before continuing, verify that no existing ticket for the same request is already opened for the same person.
- In the Phone Number for the requestor to be contacted at if necessary field enter any additional phone numbers, such as a cell phone, that can be used to to contact the individual.
- For employees: This is usually an optional field, as the person's UA issued telephone number is usually displayed under the Requestor block of information. If the employee does not have a phone number displayed beneath their name, make sure to enter a phone number in this field.
- For non-employees: This is a required field.
- In the Department field, if the ticket is being submitted for a university employee, or department, verify that the information displayed in this field is correct.
Tip
The Department field should reflect the department associated with the requested work, which may, or may not be the initial value displayed in the field.
For tickets where the requestor is a UA student, or perspective student, the department should be one of the following:
- UAA Student
- UAF Student
- UAS Student
Note
Some employees may have active job assignments with two, or more departments at the same time. In these secenarios the initial department is usually their primary department.
- Click the Department field, and type a word associated with the desired department.
- Select the correct department from the list of departments displayed.
Tip
If the appropriate department cannot be found, search for "Not Listed" and select it.
- In the Additional Contact(s) field, enter any additional individuals that may be interested in the status of this ticket.
- As in the Primary Contact field, type either the UA Username, or Name of the people to add as a contact.
- Then select the correct person from the list of identities displayed.
Tip
As in the previously mentioned example, an administrative assistant calling in a service request to have their department head's workstation repaired, the administrative assistant would be added as an Additional Contact.
- In the Contact Source field, select the method in which the customer contacted you.
- In the What is your request? field, append a succinct statement describing the customer's request.
- In most cases the Group or Person Responsible can be left as the default value.
- In the Priority field, select the relative importance of the ticket to the organization.
- Additional fields may be displayed depending upon the specific ticket form selected. Enter appropriate information into the fields displayed.
- In the Additional Information About This Request field, please include any information that could be important for the completion of this request. This includes time constraints, or coordination with other activities or groups.
- In the Attach Supporting Documents field, if there are any files that will help with the completion of the request please include them with the following directions.
- Click Browse...
- In the Dialog box that appears, navigate to the location on your device with the documentation.
- Select the file.
- Then click Choose.
- At the top of the page click Save.
- The window will refresh.
- Click View the service request you just created.
Additional Resources
Managing tickets after the initial creation has many means of doing so. Further instructional guides are available below.
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.