Overview
This article details the process for updating a ticket. There are two ways to update a ticket. Ticket status must be used when a status is updated. Information on ticket status can be found in the knowledge base article Ticket Status. All additional helpful and relevant information about work done must be added as a Comment as work progresses.
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?
- Web Browser
- TDNext license
Update Ticket Status
- Login to ESM.
- Click the desired ticketing application (e.g. UAA IT Tickets).
- Open the Ticket that needs to be updated.
- Click Actions.
- Click Update.
- Select user(s) to Notify.
- Select Save.
- The Ticket will display the updated information at the bottom of the ticket in the Feed.
Update Ticket Comment
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Follow steps 1 through 3 in Update Ticket Status.
- Click on comment.
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Add the comment.
-
Select user(s) to notify.
- Select Save.
- The Ticket will display the updated information at the bottom of the ticket in the Feed.
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 Managementservice. 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 IT page for ways to contact the appropriate support group.