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.

Important
Information about selecting the correct ticket classification can be found in Ticket Classification in Enterprise Service Management (ESM)

In this article:

Resources

  • Internet access
  • Web Browser
  • TDWorkManagement license

Change Ticket Classification

Warning
If the ticket has a Workflow assigned to it, you will be unable change a ticket's classification until the existing workflow is removed. Be aware that if a workflow is removed, and then reapplied, the ticket will start at the beginning of the workflow.
  1. Login to ESM.
  2. Open the ticket that needs to be reassigned.
    Enterprise Service Management (ESM) Ticket details window
  3. Click Actions.
    Enterprise Service Management (ESM) Ticket details actions button highlighted
  4. Select Edit Classification.
    Enterprise Service Management (ESM) ticket actions menu edit classification highlighted
  5. A new window will open displaying the current classification and a notice regarding editing a ticket's classification.
    Enterprise Service Management (ESM) Ticket edit classification dialog window
  6. From the New Classification drop-down menu, select the desired new classification.
    Enterprise Service Management (ESM) ticket edit classification dialog new classification highlighted
    Note
    Availability of classification options varies per ticketing application.
  7. Click Save.
    Enterprise Service Management (ESM) ticket edit classification dialog save button highlighted
  8. Optional; however, recommended is to scroll down to the ticket's Feed and Add a Comment detailing the reason why the ticket was reclassified.

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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