Take Responsibility of a Ticket or Task

Overview

This article details the process for taking responsibility for a ticket or a task within the Enterprise Service Management (ESM) system.

Important
There are various different ways of accessing/viewing tickets and tasks. This article demonstrates the use of a Dashboard to access tickets and tasks; however, the concept applies regardless of the method used to access the ticket/task.

In this article:

Resources

  • Internet access
  • Web Browser
  • TDWorkManagement license

Take Responsibility of a Ticket

  1. Click Home.
  2. Under Unassigned Tickets & Tasks for the Team click the ticket's ID or Title.
    Enterprise Service Management (ESM) Unassigned Ticket ID and Title highlighted
  3. A window overlay will open with the ticket information.
    Enterprise Service Management (ESM) Ticket information overlay window
  4. Click Actions.
    Enterprise Service Management (ESM) Ticket Actions button highlighted
  5. Depending upon the ticket classification (e.g. Service Request, Incident, etc.) a menu similar to the following will be displayed:
    Enterprise Service Management (ESM) ticket actions button options with Take Service Request highlighted
    • For a Service Request, click Take Service Request 
    • For an incident, click Take Incident
  6. A dialog box for confirmation of responsibility will open, Click Ok.
    Enterprise Service Management (ESM) Take primary responsibility for ticket confirmation dialog
  7. The ticket will add your name to the Responsibility field next to the responsible group name
    Enterprise Service Management (ESM) Ticket responsibility update highlighted

Take Responsibility of a Ticket Task

  1. Click Home.
  2. Under Unassigned Tasks to <Group Name>, click the Task Title.
    Enterprise Service Management Unassigned Task Highlighted
    • A overlay window will open with the Task details.
      Enterprise Service Management (ESM) Ticket Task overlay window
  3. Click the Actions menu.
    Enterprise Service Management (ESM) Ticket Task window with actions button highlighted
  4. Click Take Task.
    Enterprise Service Management (ESM) Ticket Task Take Task button highlighted
  5. The task will add your name to the Responsible field of the ticket task next to the responsible group name.
    Enterprise Service Management (ESM) Ticket Task assigned

Additional Information

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 by Requesting Support for the Enterprise Service Management service. Support Requests are worked by Priority based on the Impact and Urgency of need as well as the order they are received by the IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for ways to contact the appropriate support group.

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