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People can be added to the ticket at any time. People may be added as alternative contacts, to request approval, or to be kept informed of ticket progress. Once a person is added to a ticket, they can be notified of progress on a ticket, or task when adding a comment, or updating a ticket.
Information on how to update a ticket, and optionally notify the customer, and/or other contacts that may be interested in the progress of the ticket.
The University of Alaska Enterprise Service Management (ESM) system uses a variety of terms throughout its interface. This article list those terms and definitions for reference.
Provides an overview of the Information Technology Infrastructure Library (ITIL) definitions of classification types, provides sample use cases, and provides additional notes regarding how these classifications are used within Enterprise Service Management (ESM).
Information on how to manually create a display/monitor asset record within the Enterprise Service Management (ESM) system.
Information on how to reassign the person responsible for working on a ticket from one person to another person.
Introductory information for departmental Application Administrators authorized and responsible for the maintenance, management, and overall operation of their department's Enterprise Service Management (ESM) ticketing application.