Create Ticket Type

This article will help Enterprise Service Management (ESM) administrators or application administrators to create a Ticket Type in a Ticketing application.

Overview

This getting started article will help Enterprise Service Management (ESM) administrators or application administrators to create Ticket Types in a Ticketing application.

What materials do I need?

• Internet Access
• Web Browser
• TDWorkManagement access
• ESM App Admin, or Enterprise Admin role

How do I use this technology?

To create a new ticket type within a Ticketing application do the following.

1. Login to ESM.
2. Click the Application menu.
3. Click desired ticketing application.
4. Click Settings.
5. Click Admin.
6. Click Types in the left navigation.
7. Click the +New button.
8. In the Type window, select a Category for the new ticket type.
9. Enter a Name for the ticket type.
10. Optionally, enter a Description detailing the use/propose of the type.
11. Configure these remaining ticket type settings as desired:
    • Primary Reviewer – The person or group who will first encounter a ticket (if unassigned upon creation) to ensure it gets triaged appropriately.
    • Options
      • Active Status – Marking a ticket type as inactive means that individuals will not be able to use it when creating new tickets. This has no effect on any existing tickets with that type. In addition, the deactivated type(s) are still selectable for reporting purposes.
      • Notification of primary reviewer and other email addresses of inbound items – If you choose to notify the primary reviewer, you must select a primary reviewer.
      • Notification of responsible resource(s) when all tasks are complete
    • Workspace – When a workspace is selected on a Ticket Type, any time entered on tickets of this ticket type will be applied not only to the ticket itself, but also toward the selected Workspace.
    • Notify other email addresses - This is a comma-separated list of other email addresses who will receive notifications when tickets of this type are created or edited. Emails will only be delivered for this ticket type if the Notify primary review and other options of new/edited tickets? checkbox is checked.
    • Default SLA – If a type is assigned a default SLA, all tickets that are not created through a custom form will be assigned to this SLA by default. However, when creating a ticket through the Ticketing Application, individuals who have the Change Service Level Agreements of Tickets permission will be able to choose the SLA from a list. To assign tickets to an SLA through a custom form, add the SLA field to the form, choose an SLA from the list, and uncheck the Requestor Can View option.
12. Click the Save button.

Next Steps

Once a Ticket Type is created it can be edited, or deactivated by following the directions provided in the below article.

• Edit Ticket Type
• Disable Ticket Type

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 Us page for the appropriate support group.