Create or Edit Ticket Status

Guide for ESM App Admins to help create custom ticket statuses to support their departmental business practices.

Overview

The Enterprise Service Manatement (ESM) system includes several default ticket statuses; however, App Admins can configure custom ticket status used in tracking ticket progress. A ticketing application can have any number of ticket statuses. Review the Enterprise Service Management Status KB article for additional information related to Status and Status Classes.

In this article:

• Access Ticketing App Admin
• Create a Ticket Status
• Modify a Ticket Status
• Gotchas & Pitfalls

What materials do I need?

• ESM App Admin role
• Internet access
• TDNext

Access Ticketing App Admin

1. Login to ESM TDNext.
2. Open the desired ticketing application.
3. On the right click the Settings gear.
4. Click Admin.
5. A new browser tab, or window, will open with the selected Ticketing Application's admin window.

Proceed to the Create a Ticket Status, or Modify a Ticket Status section below.

Create a Ticket Status

To create a ticket status for an application do the following:

1. Access Ticketing App's Admin.
2. In the left-navigation menu, click Statuses.
3. Click the + New button.
4. Enter the Name, Description, Order and associated Status Class.
5. Click Save.

Modify a Ticket Status

1. Access Ticketing App's Admin.
2. In the left-navigation menu, click Statuses.
3. Click Edit next to the status you would like to edit.
4. Update the desired information.
5. Click Save.

Gotchas & Pitfalls

• The order of statuses in the ticket status dropdown menu can be customized as desired. If no order is specified, or they are all the same value, the statuses will appear in alphabetical order.
• Statuses classified as On Hold have a Requires Off Hold setting which can be used to ensure that, if desired, all On Hold tickets can be reactivated at some point. If a Goes Off Hold value is supplied it should be noted that the processor which handles bringing tickets off hold runs at 15 minute intervals. This means it is entirely possible for a ticket to drop off hold on the designated date up to ~15 minutes later than the specific configuration time, depending on where that ticket falls within a given processing sweep.
• Once created, a status cannot be deleted. It can be marked as Inactive.
• Statuses used as a default status may not be deactivated.

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact IT page for the appropriate support group.