Overview
Ticket tasks are created on all types of tickets (i.e. Incident, Request, etc.), to assign a specific job to another responsible group. The group assigned the task will then complete the requested work in conjunction with the other requested work in order to complete the submitted ticket.
The ticket remains assigned to the original responsible group who continues to own the ticket, while the other group(s) own their assigned tasks.
In this article:
What materials do I need?
- Web Browser
- TDNext License
How do I use this technology?
Start Work on Ticket Task
- Ensure you Take Responsibility for a Ticket Task before you begin doing work.
- Open the Ticket Task.
- Click Actions.
- From the drop-down menu click Update.
- Click the drop-down menu for New % Complete field.
- Select 10%.
- Click Save.
Begin working the Ticket Task, Add Comment to Ticket as appropriate.
Complete Work on Ticket Task
- Open the Ticket Task.
- Click Actions.
- From the drop-down menu click Update.
- Click the drop-down menu for New % Complete field.
- Select 100%.
- In the Comments field enter complete work notes for how you completed the ticket task.
Note
If you've been adding Comments to the ticket/task over the course of performing the work, the information added to the ticket task as you mark it compete may simply be a high level overview.
- Click the Notification field.
- Select who should be notified of this update from the Notify drop-down menu which displays all individuals/groups associated with the ticket.
- <Name of Group> (Responsible Group)
- Name of Person> (Responsible)
- <Name of Person> (Requester)
- <Name of Person> (Creator)
- <Name of Person> (Contact)
- Click Save at the top of the Ticket Task window.
Note
All updates to the task will be documented in the Feed of the ticket.
Additional Resources
Need additional help or have issues
For additional assistance contact the IT Services Technical Support Center via phone at (907) 786-4646, toll-free at (877) 633-3888, email us at uaa.techsupport@alaska.edu.