Update a Ticket

Overview

This article details the process for updating a ticket. The primary difference between Updating a ticket, vs Adding a Comment boils down to the following:

  • Ticket Update - Updating a ticket allows you to change the ticket's status, use response templates, type in any desired response, make message private, notify ticket contacts, notify other UA people, notify any valid email address.
  • Ticket Comment - Adding a comment to a ticket allows you to type in any desired response, make message private, notify ticket contacts.

In general updating a ticket can be a more flexible method of communicating with customers. Additional information on ticket status can be found in the knowledge base article Ticket Status.

Important
All information related to a ticket must be documented in the ticket. If it is not documented then it did not happen. 
Note
Any employee should be able to look at a Ticket and determine what work has already been completed and the current status of work remaining. Any other Group member should be able to look at a Ticket and continue working it without repeating work already done.

In this article:

What materials do I need?

  • Internet access
  • Web Browser
  • TDWorkManagement license

Update Ticket

  1. Login to ESM.
  2. From either a Dashboard, or a desired ticketing application (e.g. UA, UAA, etc.), open the Ticket that needs to be updated.
    UAA Enterprise Service Management ticket ID and title highligted.
  3. Click Actions.
    Enterprise Service Management (ESM) Ticket Actions button highlighted
  4. Click Update.
    Enterprise Service Management (ESM) Ticket Actions menu options with Update highlighted
  5. From the New Status drop-down menu, select the desired new status (e.g. In Process, On-Hold, etc.)
    Enterprise Service Management (ESM) Ticket Update New Status menu options
  6. Add a comment. Optionally, use a Template to preload a full, or partial message.
    Important
    Comments cannot be longer than 20,000 characters, including any formatting (e.g. HTML code) characters.
  7. Optionally, select people to Notify.
    Enterprise Service Management (ESM) Ticket Update with comment, and ticket notify box highlighted
    Important
    If no individual, or group, is listed in the Notify field, then an email notification will not be sent out to ticket requestor, or anyone else. However, unless the comment's Make comments private (only visible to <Ticket App Name> users) is selected then the ticket's requestor, and contacts will be able to view the comment on the Service Portal.
  8. Select Save.
    Enterprise Service Management (ESM) Ticket Update save button highlighted
  9. The Ticket will display the updated information at the bottom of the ticket in the Feed.
    Enterprise Service Management (ESM) example of ticket update in feed
    Tip
    In the ticket feed under the recently added comment, the line Notified: <list of people> indicates an email notification was sent to the addresses listed. If this line is not present, then an email message was not sent out.

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 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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