Overview
This article provides information on how to flag a ticket to track tickets in Enterprise Service Management (ESM). Flagging a ticket lets you create a personal (i.e. they are not shared with others) watch list and display it using a dashboard widget. Flagging does not generate any email notifications — it is purely a visual tracking tool. If a ticket is already flagged, the option will change to 'Unflag' when you follow the same steps below.
What materials do I need?
- Internet access
- Web Browser
- TDWorkManagement license
- Access to Ticketing Application containing the desired ticket.
How do I use this technology?
To flag, or unflag, a ticket do the following:
- Login to TDWorkManagement.
- Go to the desired ticket.
- Open the ticket either in a side panel, app tab, or browser tab.
- Click Actions.
- Click Flag (or Unflag if the ticket is already flagged).
Add the My Flagged Items
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- In Work Management, click the Home icon at the top-left.
- Select a dashboard that you created.
- Click Edit Dashboard.
- On the layout, click one of the + Add Widget buttons.
- On the Choose Widget screen, enter “flag” in the search field, then select My Flagged Items.
- Click Save.
Your flagged tickets will now appear on your dashboard in the My Flagged Items widget.
Additional Information
You can also create custom report(s) which includes the attribute Flagged By set to the value (Current User) which will allow you to further filter the tickets displayed.
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.