Overview
The following article will walk you through the process of converting a ticket to a card on a Project Plan Card Wall for projects managed within the Enterprise Service Management (ESM) system. Tickets that have been converted to task cards still appear in the ticketing application, so customers and customer service providers never lose visibility of those requests.
Important
When a ticket is converted to a card wall task some elements can no longer be edited/set within the Ticketing application. These include
- Start Date
- Due Date
- Estimated Hours
- Responsibility
- Status
In addition the options available under the ticket's Actions button is limited to the following:
- Edit Classification
- Copy Service Request
- Add to Workspace
- Flag
- Forward
You can read the
Work with Ticket Converted to Task article for additional information.
What materials do I need?
- Internet access
- Web browser
- A valid University of Alaska (UA) identity
- Access to ESM TDWorkManagement
- Access to applicable ESM Project Application
- Access to applicable ESM Ticketing Application containing the desired ticket
- Assigned as Project Manager, or Alternate Project Manager for the desired project
How do I use this technology?
To convert existing tickets to a project card:
- Login to the UA ESM system.
- Click View Applications.
- Click desired Project Application.
- Open desired Project.
- On the left nav menu click Plans.
- Click the name of the desired Card Wall plan.
- On the Card List you want to import tickets into, click the List Options (three vertical dots) button in the upper right-hand corner of the list.
- Click Convert Tickets.
- In the Import Tickets window, select the ticketing application to import the tickets from.
- Select the ticket(s) to convert by clicking the checkbox in each ticket row.
- Click the Convert to Task button.
The tickets will now appear as task cards in the card wall list.
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 UAA 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.