Change Ticket Classification

Overview

You can change a ticket classification when appropriate. When you do, be sure to document the reason why the ticket classification was changed in the comments.

In this article:

• Change Ticket Classification
• Additional Information

Resources

• Web Browser
• TDNext license

Change Ticket Classification

1. Login to ESM.
2. Open the ticket that needs to be reassigned.
   
   
    
3. Select Actions
   
   
    
4. Select Edit Classification.
   
   
    
   1. A new window will open displaying the current classification and a notice regarding editing a ticket's classification
      
      
       
5. Select the New classification from the list
   
   
   1. A new window will open displaying the new classification 
      
      
       
6. Click Save
   
   
    
7. In the Comments field, detail the reason why the ticket is being reassigned.
   
   

Additional Information

Managing tickets after the initial creation has many means of doing so. Further instructional guides are available below.

• Create a Ticket Task
• Take Responsibility for a Ticket Task
• Work a Ticket Task
• Edit a Ticket Task
• Reassign a Ticket Task
• Add Comment to Ticket/Task
• Add People to Ticket

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 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.