Overview
This article will help Enterprise Service Management (ESM) administrators or application administrators to reassociate all tickets of a particular type to another type in a Ticketing application. This is especially useful when trying to delete a ticket type, as a ticket type cannot be deleted if there are existing tickets of that type.
Warning
Use with caution, this action cannot be undone.
Important
This process will change all tickets in the ticketing application from the old type to the new type.
Note that if you were to change a ticket’s type, the SLAs and Task templates applied prior to the change will remain active. Any SLAs or Task Templates associated with the new ticket type will not be applied.
Also, once you reassociate tickets from one type to another, this cannot be undone. Ensure that you choose the correct types when performing this action.
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 reassociate all tickets of one type to a new ticket type:
- Login to ESM.
- Click the Application menu.
- Click desired ticketing application.
- Click Settings.
- Click Admin.
- Click Types in the left navigation.
- In the Reassociate From Type field, select the desired Ticket Type that should be changed.
- In the To Type field, select the desired Ticket Type that tickets should be changed to.
- Click Reassociate.
- Click the Ok button when asked to confirm that you want to reassociate tickets from the old type to the new one.
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.