Overview
Tickets are typically assigned based on the form selected, though general service requests and general incidents require the responsible group be selected by the ticket creator. If the ticket is assigned to the incorrect group it can be reassigned.
Note
Tickets often have many different groups performing work to resolve the issue. The responsible group should be set to the group completing at least 80% of the work.
In this article:
Resources
- Web browser
- TDNext license
Reassign a Ticket
- Open ticket that needs to reassigned.
- Click Action
- The action menu will display something like the following depending upon the ticket classification (e.g. Service Request, Incident, etc.):
- For a Service Request ticket, click Reassign Service Request
- For an Incident ticket, click Reassign Incident
- A new window will open
- Ensure the New Responsible field lists the correct responsible group
- Check the Notify the new resource of the assignment.
- In the Comments field state why you are reassigning the ticket
- Click Save
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 (ESM) service. Support Requests are worked by Priority based on the Impact and Urgency of need as well as the order they are received by UAA 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.