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

  • Web Browser
  • TDNext license

Change Ticket Classification

  1. Login to ESM.
  2. Open the ticket that needs to be reassigned.

    Enterprise Service Management Ticket details window
     
  3. Select Actions

    Enterprise Service Management ticket details actions button highlighted
     
  4. Select Edit Classification.

    Enterprise Service Management ticket actions menu edit classification highlighted
     
    1. A new window will open displaying the current classification and a notice regarding editing a ticket's classification

      Enterprise Service Management Ticket edit classification dialog window
       
  5. Select the New classification from the list

    Enterprise Service Management ticket edit classification dialog new classification highlighted
    1. A new window will open displaying the new classification 

      Enterprise Service Management ticket edit classification dialog new classification dropdown menu
       
  6. Click Save

    Enterprise Service Management ticket edit classification dialog save button highlighted
     
  7. In the Comments field, detail the reason why the ticket is being reassigned.

    Enterprise Service Management ticket detail comment button highlighted

 

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 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.

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