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Overview
This article details the process for taking responsibility for a ticket or a task within the Enterprise Service Management (ESM) system.
Important
There are various different ways of accessing/viewing tickets and tasks. This article demonstrates the use of a Dashboard to access tickets and tasks; however, the concept applies regardless of the method used to access the ticket/task.
In this article:
Resources
- Internet access
- Web Browser
- TDWorkManagement license
Take Responsibility of a Ticket
- Click Home.
- Under Unassigned Tickets & Tasks for the Team click the ticket's ID or Title.
- A window overlay will open with the ticket information.
- Click Actions.
- Depending upon the ticket classification (e.g. Service Request, Incident, etc.) a menu similar to the following will be displayed:
- For a Service Request, click Take Service Request
- For an incident, click Take Incident
- A dialog box for confirmation of responsibility will open, Click Ok.
- The ticket will add your name to the Responsibility field next to the responsible group name
Take Responsibility of a Ticket Task
- Click Home.
- Under Unassigned Tasks to <Group Name>, click the Task Title.
- A overlay window will open with the Task details.
- Click the Actions menu.
- Click Take Task.
- The task will add your name to the Responsible field of the ticket task next to the responsible group name.
Additional Information
Managing tickets after the initial creation has many means of doing so. Further instructional guides are available below.
Need additional help or have issues
For support, requests may be submitted anytime by Requesting Support for the Enterprise Service Management service. Support Requests are worked by Priority based on the Impact and Urgency of need as well as the order they are received by the IT Employees with the knowledge and permissions to assist with the request.
For immediate assistance please review the Contact Us page for ways to contact the appropriate support group.